Position Overview
As a Level 3 Technical Support Engineer, you will be a key member of our technical support team for Software House (C•CURE 9000 & iSTAR) security software and hardware products. This role involves handling complex, time-intensive customer requests that require deep technical expertise and specialization in various technologies.
Key Responsibilities
Network Infrastructure Troubleshooting: Resolve issues related to proprietary and third-party device communication.
Database Troubleshooting: Ensure connectivity and performance, understand product schema and data relationships, and perform SQL scripting.
Application Server Troubleshooting: Enhance performance, review logs, detect problems, and recommend best practices and configuration improvements.
Web Server (IIS) Troubleshooting: Improve performance, review logs, and detect issues.
Hardware Installation and Integration: Manage site requirements, interface with third-party products, and understand communication protocols in the access control industry.
Team Dynamics
Collaborative Environment: Work closely with a diverse team of engineers, developers, and support staff to resolve complex issues. Collaboration and knowledge sharing are key components of our success.
Customer-Centric Approach: Engage directly with high-profile customers to understand their needs and provide tailored solutions. Your ability to communicate effectively and build strong relationships will be crucial.
Continuous Improvement: Participate in regular team meetings and training sessions to stay updated on the latest technologies and best practices. We encourage continuous learning and professional development.
Problem-Solving Culture: Our team thrives on solving challenging problems. You’ll have the opportunity to work on a variety of issues, from network troubleshooting to database optimization, ensuring no two days are the same.
Supportive Leadership: Benefit from a leadership team that values your input and supports your growth. We believe in empowering our engineers to take ownership of their work and make impactful decisions.
Essential Skills and Experience
Customer Communication: Engage with high-profile customers to understand issues, provide solutions, and communicate plans both verbally and in writing.
Root Cause Analysis: Investigate logs and historical data to determine the sequence of events and identify failure root causes.
Issue Reproduction and Testing: Set up virtual environments to replicate issues and test potential solutions.
Defect Logging and Follow-Up: Document product defects, submit them to Development Engineering, and follow up until resolution.
Technical Documentation: Write and review technical documents for internal and public use.
Continuous Learning: Pursue opportunities for ongoing education and skill development.
Travel: Willingness to travel 10-15%.
Qualifications
Required:
8 years of experience with CRM systems (Salesforce preferred), including data entry, analysis, and detailed case note recording.
8 years of technical support experience.
8 years of troubleshooting experience with related tools and technologies.
8 years of customer service experience supporting external customers.
Preferred:
BS in Computer Science or a related field.
Experience with SQL Server administration, VM creation and management, and software installation.
Familiarity with SQL, XML, XSLT, IIS, VMWare, Hyper-V, .NET, WireShark, and similar technologies.
Experience with cloud deployments (Azure, AWS, GCP).
Experience working within zero-trust networks.
Basic scripting skills (PowerShell, Bash).
Proficiency with Microsoft Windows and Linux operating systems.
CCNA or Network+ certification.
MCSE certification (Data Platform, Business Intelligence, Server Infrastructure, Communication) or equivalent.
Experience with VMS and access control hardware, including intelligent controllers, expansion boards, communication equipment, and wiring basics.
Strong persuasive and assertive communication skills while maintaining professionalism.
Excellent written and verbal communication skills.