Technical Support Engineer for Video Management Software (VMS)

Company Description

Founded in 2003 and headquartered in Norfolk, Virginia, IPConfigure. Inc. is a privately held veteran owned video surveillance research and development software company. As a developer of IP video security solutions, IPConfigure offers a variety of products - all of which support  both browser-based and mobile interfaces.  Compatibility to g either Windows and Linux operating systems and Intel and Arm architectures positions the product to seamlessly support unlimited cameras, locations, and users in a centralized, distributed, or hosted architecture.  IPConfigure's Orchid VMS platform and SteelFin servers and appliances have been successfully deployed in facilities ranging from quick service restaurants to international ports, hospitals, and universities.

Job Title: Technical Support Engineer for Video Management Software (VMS) 

Department: Support                                            

Position: Exempt, Full-Time

Location: Brussels Office

Job Summary

IPConfigure, Inc. is searching for a Video Management Software (VMS) Technical Support Engineer to work closely with a dynamic team working directly with integrators and end user customers. The position is responsible for solving the most challenging 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 candidate will work in person in the Brussels, Belgium 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.
  

 Required Skills/Abilities

• 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 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 network troubleshooting, databases, Active Directory, and Linux command line interfaces is a plus.
• All associates will perform duties as requested by management.
• Working professional and technical proficiency in English and French.

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.

Benefits

• 5 days from Monday until Friday (7h48 per day)
• 1 Month Sabbatical every 3rd anniversary
• Supplemental insurance