Support Professional

Be the key in unlocking business opportunities in the convergent world of Open Platform IP Video Management Systems! Join Milestone!

Milestone Systems, Inc. is looking for a skilled Support Professional to work in a hybrid position (Tuesday through Thursday) at our US Headquarters located in beautiful Lake Oswego, Oregon. Relocation assistance is not provided for this position, and minimum pay is $70,000 per year and can go up depending on experience. 

We are looking for someone who enjoys working with cutting edge technology and helping individuals use it effectively. If you are a believer in the use of technology to enhance daily living, then this is the place for you. The Technical Support Professional is typically a first point of contact with Milestone customers and therefore has a key role in helping Milestone achieve its mission goal of delivering excellent customer experiences. The SP delivers responsive and reliable solutions to Milestone Partners through application of knowledge of Milestone organization, services, and products. This position will report to our Manager, Technical Support.

As a Technical Support Professional, you have a key role in helping Milestone to achieve its mission goal of delivering great customer and partner experience. 

As part of an international support team, you will operate in a fast-paced dynamic environment united in one common passion – to be the best. With the challenges you will face in this exciting role, there will be plenty of opportunities to grow both personally and professionally.

As a Milestone Employee, YOU are the key to our success. Come join our dynamic international team and be a part of our rapidly growing, successful business.

Your Responsibilities:

• Dive deep into the functionality of Milestone Systems software, including installation processes, configurable features, under-the-hood architecture, overall performance capabilities, and connectivity to other systems.
• Read and review all available documentation for Milestone Software, including video tutorials, KB articles, user manuals, and forum posts, soaking up as much information as you can about Milestone software products.
• Use your love of technology, self-driven motivation, and genuine curiosity to ultimately become a subject matter expert in Milestone Systems software products.
• Make yourself available for helping Milestone Systems customers, by accepting and responding to customer support requests by phone, email, or chat, in a timely manner
• Resolve support requests for Milestone customers by drawing upon your newfound knowledge of Milestone Systems software, combined with your existing knowledge of modern IT concepts.   
• Deliver an excellent customer experience by maintaining a professional, courteous, and helpful, attitude and by maintaining an up-to-date knowledge of Milestone Systems products.
• Ensure that all relevant information related to the support case are accurately documented and recorded in the case management system
• Provide timely & accurate status updates to Milestone Systems customers, keeping them informed of the next steps necessary to resolve their issue
• Recognize support issues outside of your own skillsets, and escalate up the support chain in a timely manner
• Represent customer expectations and pain points accurately to Milestone Systems management
• Inform customers of the appropriate support options that best fit the customer's needs, while remaining vendor neutral
• Other duties as assigned

Your Experience: 

• Associate degree in Computer Science, Computer Information Systems, or similar area of study
• Industry Certification(s) such as Cisco CCNA or Microsoft Network+/Security+/Linux+ may be accepted in lieu of university degree
• Minimum 2 years' relevant work experience providing technical support for external clients
• Experience with Windows Server operating systems, including general familiarity with Microsoft Active Directory and Internet Information Services (IIS). Experience with PowerShell and/or Linux are highly valued. 
• Experience with IPv4 networking, including diagnosis of common errors such as connectivity errors or network congestion
• Experience with Microsoft SQL Server, including making backups and monitoring general database health
• Experience with enterprise-level data storage technologies including RAID, NAS, SAN, iSCSI, Fibre Channel, including diagnosing connectivity issues and calculation of disk throughput performance capabilities

Why Milestone?

Ranked on the 100 Best Companies to work for in Oregon, Milestone not only offers great benefits but also great culture. Employees here have flexible work environments, opportunities for further education, and the ability to directly effect change in our organization. Additionally, we offer an attractive benefits package that includes medical/dental benefits, FSA, 401k with employer match, paid parental leave, generous PTO (20 days’ vacation, 10 days sick, and 10 paid company holidays), fully paid Short Term Disability policy, fully paid Long Term Disability policy, and Life Insurance.

Milestone is committed to creating a diverse and inclusive workplace. We are proud to be an equal opportunity employer.