Software Technical Support Engineer

Job Title: Software Technical Support Engineer

Department: Support

Position: Exempt, Full-Time

Job Summary

IPConfigure, Inc. is searching for a Software Technical Engineer to work closely with a dynamic team work directly with integrators and customers ranging from small installation companies to Fortune 100 corporations. The position is responsible solving the most challenging enterprise video management issues. You will work with other engineers to debug, troubleshoot, write scripts, and create solutions. You will document solutions and work with product groups to improve IPConfigure products. You will build and configure servers running IPConfigure software. The ideal candidate will work in person in the Norfolk, Virginia office.

Duties/Responsibilities

• Communicate technically complex information with IPConfigure’s customers via telephone, written correspondence, and electronic services.
• Analyze customers’ problems and develop solutions to meet their needs. This will involve debugging, troubleshooting, writing scripts, and taking responsibility to see that the issue is fully resolved.
• Continually learn technologies and develop deep expertise in IPConfigure products. Apply that knowledge to real-world customer problems.
• Create advanced technical content including Knowledge Base articles, samples, whitepapers, and training.
• Identify and report both software bugs and customer suggestions.

Additional Responsibilities

• Build servers that customers have ordered and install required software.
• Cycle new cameras through the lab for testing.
• Install network switches and run cables.
• Visit customer sites and troubleshoot issues if remote access is not available.
• Limited travel may be required to support company events.
• Occasional operation of electric forklifts, pallet stickers, and other material handling equipment (safety and compliance training provided).

• Excellent written and spoken English skills including the ability to provide clear instructions and communicate complex technical information effectively.
• Self-motivated, target oriented and able to work both independently and in a team environment and have a strong sense of ownership to drive customer issues till resolution.
• Networking background.
• Experience with Linux OR Windows system administration.
• Ability to build and troubleshoot servers.
• Customer support experience with over the phone and face to face communication.
• Debugging, troubleshooting skills are required.
• Strong problem solving skills are essential.
• Experience in Networking, Certificates, Authentication, TCP/UDP, Firewalls, Windows Server, and Linux is desired.
• Experience with Javascript, IIS, SQL Server, Active Directory, and Linux command line interfaces is a plus.
• Abide by all policies, rules and regulations of the company including applicable safety rules, regulations and procedures.
• All associates will perform duties as requested by management.

Education

• Minimum of two-year degree in IT, CS, EE, or equivalent.

Bonus Experience

• Helpdesk experience.
• Cloud or hosted infrastructure experience.
• Ability to write scripts for automation.
• Experience with RESTful Web APIs.

• Industry competitive salaries based on experience.
• Generous PTO and Work From Home Policy.
• Health, Vision, Dental, and Life insurance policies.
• Flexible Spending Account and Health Saving Account.
• 401K with company match.

IPConfigure, Inc. provides equal employment opportunities to all qualified persons and administers all aspects and conditions of employment without regard to race, religion, color, sex, gender, sexual orientation, pregnancy, age, national origin, ancestry, physical or mental disability, severe/morbid obesity, medical condition, military or veteran status, genetic information, marital status, ethnicity, alienage or any other protected classification, in accordance with applicable federal, state, and local laws.