Senior Support Engineer

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.