Technical Support Engineer

Do you want to be part of a team that constantly challenges the boundaries of what is possible with video technology?  We are looking for a passionate, high-performing Technical Support Engineer to help customers troubleshoot and resolve the trickiest technical issues they encounter within their video communication solutions.  

At Pexip, you will work with people who are dedicated to creating seamless and secure video communication across technology platforms. We deliver solutions to some of the most demanding and critical organizations around the world. They expect innovation, quality, safety, and technology that meets their unique needs. If you enjoy working somewhere with great energy, enjoy a fast pace, thrive with fun and lively colleagues, and want to bring secure communication to those who need it most, Pexip could be the place for you.  

The Technical Support Engineer provides technical support to Pexip’s partners and direct support customers experiencing issues with their Pexip products and services. This role requires strong problem-solving skills, excellent communication abilities, and a passion for providing exceptional customer service. The ideal candidate is eager to learn, adaptable, and a team player.
 

What's the opportunity?  

If you enjoy the intricacies of various communication protocols, problem solving, and can communicate your processes to others so they get as much of a kick out of it as you, then this is the job for you!  

Pexip support is extremely proud of its customer satisfaction ratings and is seeking similarly enthusiastic engineers to maintain this quality. We believe in enabling people rather than managing them. Working closely with Sales Engineering, R&D, and Documentation teams, the customer support team is at the forefront to ensure the smooth operation of the Pexip product.  

This position requires applicants to be a US Citizen and Passport holder (or eligible). This position can be in located in our Herndon, VA office or remote, and is required to work in US time zones. Flexibility and work life balance is offered. 

Role and Responsibilities  

Some of the responsibilities for the position include:  

• Work with customers to troubleshoot reported problems, identify root cause, and resolve the issue  

• Able to triage technical situations effectively and efficiently  

• Capable of evaluating multiple different resolution paths and evaluating best possible outcomes independently and with customer service owners  

• Able to communicate highly technical issues to non-technical people to explain why issues are occurring and what can be done to improve the situation  

• Able to effectively prioritize cases based on urgency, impact, and customer need  

• Identify and recommend possible optimization tasks to customers  

• Communicate and work closely with the sales and customer success teams related to ongoing events with customer situations  

Required qualifications  

• Bachelor's degree required 

• 5+ years relevant experience in post-sales technical support 

• Good technical understanding of Microsoft, Google, Zoom, Cisco, Avaya, Polycom, and other related partners/competitors in the visual collaboration landscape 

• Good technical understanding of virtualization technologies, e.g. VMware, Hyper-V, AWS, Azure, GCP is a plus 

• Good understanding Excellent practical knowledge of network technologies and protocols including TCP/IP, DNS, HTTP, L2/L3 Operations, Routing, Load Balancers, and Firewall management. 
• Familiar with one or more of the following protocols SIP, H.323, WebRTC, RTP/RTCP.

• Experience in technical troubleshooting and log analysis. 

• Proven track record in technical support and have sound knowledge of technology  

• Must be comfortable in a dynamic atmosphere of a technical organization with a rapidly expanding customer base  

• Ability to rely on experience and sound judgement to plan and accomplish goals  

• Ability to juggle a variety of complicated tasks, and be comfortable working independently with remote support  

• Display extremely strong analytical, verbal, and written communication skills  

• Possess strong presentation skills  

• US Citizenship required with current US Passport (or eligibility) 

Why Pexip? 

Pexip is a video technology specialist, providing a wide range of organizations with seamless video communication regardless of technology platforms and security requirements. We partner with leading industry players and power the critical conversations that people rely on every day - everything from business communication to ultra-secure government meetings, doctor’s appointments, and court proceedings. 

Why you’ll love working here 

Connection & Belonging:
Vibrant offices, weekly all-hands, global kick-offs and a people-first culture built on our Success Formula: Think like world champions. All eyes on the customer. Stay healthy. 

Growth Mindset:
We invest in your learning and development and offer opportunities to learn, grow, and work on cutting-edge distributed systems. 

Culture of Trust & Inclusion:
Strong people culture anchored in our values; The Pexip Way. Our company values are at the core of everything we do, and they define how we interact with each other, our customers and our partners daily. 

Supportive environment:
A culture that values flexibility, collaboration, and work-life balance where your voice matters. 

Real Ownership:
Your work is visible, measurable, and directly tied to our growth. 

Mission that Matters:
Every day, we safeguard the most confidential conversations in the world. Our technology enables what matters most—human connection, decisive interaction, and progress. 

About Pexip 

Pexip enables enterprises and organizations of any size to deploy and use video-based communication and collaboration. The Company’s portfolio of products ranges from self-hosted software to cloud service video solutions. Pexip provides seamless collaboration between previously incompatible video and audio technologies such as professional video conferencing systems, including Skype for Business, Microsoft Teams, Google Meet, Zoom and WebRTC. Pexip’s software-based meeting platform can also be used as a foundation for service provider offerings. 

Our company values are at the core of everything we do, and they define how we interact with each other, our customers, and our partners daily. They guide our business, our product development, and our brand. As our company continues to evolve and grow, scaling the Pexip Way is critical to our success. Since day one, Pexip has had an open and inclusive work culture with equal opportunities for all. We are proud to represent a diverse workforce, and we see diversity as a competitive advantage.  

Pexip has HQ in Oslo, Norway, main offices in London, UK, New York and Herndon, US and Sydney, Australia, as well as sales offices across the globe. 

Equal Opportunity 

Pexip is an equal opportunity employer who evaluates applicants regardless of an individual’s age, race, color, gender, religion, national origin, sexual orientation, disability or veteran status. We are committed to creating a diverse and inclusive environment at work and are proud to be an equal opportunity employer. All qualified applicants will receive the same level of consideration for employment; everyone we hire will receive the same ability for training, compensation, and promotion. We ask for gender as part of our application to ensure equal assessment in the recruitment process. Your answer will help us reach this commitment! However, the question about gender is optional, and your choice not to answer will not affect the assessment of your application in any way. 

Consent to Data Retention 

As part of our recruitment process, we may retain your personal data, including your resume and application details, for up to one year after the conclusion of your application. This allows us to consider future opportunities that align with your skills and interests. By submitting your application, you acknowledge and consent to this retention period. Please note that your data will be handled securely and in accordance with applicable privacy regulations. If at any time you wish to withdraw this consent or request deletion of your information, you may contact us directly