Our clients are looking for a Support Engineer to expand and grow their Support Team. Support is engaged in almost all parts of the company, so there are constantly new things to learn and experience. The successful candidate must be comfortable constantly learning.
A typical day will have the support engineer:
Taking cold calls
Working submitted support cases
Delivering some ad-hoc training on a feature or product area
Delivering formal training to a group of people via Microsoft Teams
Writing up a use case document on an interesting customer request so that others can implement the use case when they have the need
Work with development on a customer issue to facilitate the resolution.
Work with QA to run some manual tests for an upcoming release or to validate a hotfix for a customer
Review a spec for a new feature to view it from a customer's perspective
Help Professional Services configure a new customer's environment
30% National travel, Hybrid model
Support's Primary Responsibility is to grow our customer base by improving our customers experience and create a seamless intuitive product. This is done several ways.
Resolve customer questions and issues quickly.
Make sure that we give a complete well thought out solution to the customer.
Define and document best practices
Constantly talk with customer to understand how we can improve our products and services. Make sure Engineering, Product Management, and Executive management is aware of the customer suggestions or perspective
Constant process improvement
Be the voice of the customer
Constantly building and documenting
Build trust relationships with our integrators and direct end customers
Be the subject matter specialist on the security solution provided to the customer
Handle incoming support requests from our Integrators and direct customers. Primarily through phone calls, emails, and remote screen sharing through Microsoft Teams.
Backup Professional Services and QA
Configure Web-based Security systems in conjunction with their Professional Services and Customers
Remotely Configure and maintain customer Video systems.
Remotely Maintain and upgrade Mercury hardware at customer sites
Remotely Maintain and upgrade our Destination Dispatch Elevator integration at customer site.
Previous Field experience
Previous Support Experience
Comfortable working in both a Windows and Linux environment
Comfortable with simple wiring
Familiar with Building Security Systems
Familiar with HID (Formerly Mercury Security) intelligent controllers.
Familiar with Video Management Systems (Milestone, Avigilon, Exacq, Salient, Genetec, others)
Familiar with Intercom systems (2N, Commend, AIPhone, AXIS, Avigilon)