Hi there! We’re Carbyne, and every day, we’re on a mission to revolutionize public safety. As the global leader in emergency collaboration technology, we’re building a cutting-edge platform that helps save lives—think live video streaming, real-time chat, and precise location tracking.
Our tools empower emergency teams to respond faster and smarter, ensuring help reaches those in need ASAP! With partnerships with tech giants like Amazon, Microsoft, and AT&T, we’re innovating life-saving solutions for over 400 million people worldwide
Are you ready to make a difference with us? Let’s do this!
🚀 About the RoleAs a Technical Support Engineer at Carbyne, you will play a pivotal role in ensuring our customers receive exceptional support. You will work closely with both customers and internal stakeholders, handling complex technical issues related to our SaaS products while adhering to strict Service Level Agreements.
Your day-to-day responsibilities will include diagnosing logic errors, logging bugs, helping prioritize and communicate fixes, and driving improvements in the overall quality of our customers’ experience with Carbynes products. This is a Tier 2 support role, which means you will handle escalated tickets that require in-depth technical knowledge and problem-solving capabilities.
🎯 Here’s What You’ll Be Doing- Collaborate with clients, Customer Success, and on-field Support Teams to resolve intricate issues within Carbyne's platform and optimize functionality.
- Elevate critical issues internally, ensuring prompt response, meticulous testing, and effective resolution communication.
- Identify and report bugs, working with Engineering & QA teams to prioritize fixes for enhanced customer satisfaction.
- Analyze and diagnose issues involving networking methodologies, SIP call flows, and integrations with third-party systems.
- Clearly articulate issues affecting service to both customers and internal teams, fostering transparent communication.
- Methodically verify issue resolution, ensuring a comprehensive troubleshooting process.
- Execute internal processes for efficient and scalable support operations.
- Partner with cross-functional teams, translating customer needs and feedback into innovative solutions.
- Contribute to knowledge base development, ensuring solutions to common problems are documented and easily accessible.
To shine in this role, you’ll need:
- Minimum 3 years in a Technical Support/Network engineering role within SaaS or a global company.
- Proficient in Jira, Zendesk, monday.com, or equivalent platforms.
- Extensive familiarity with monitoring tools such as Datadog, Kibana, PRTG, WireShark, OpsGenie.
- In-depth knowledge of network monitoring tools, SNMP, Syslog protocols.
- Competence in workstation management, including Microsoft AD, DHCP, DNS services.
- Adept understanding of IP technologies within analog gateways (SIP, RTSP, RTMP, SIP-to-PSTN gateways, WebRTC).
- Familiarity with SIP call flows and troubleshooting telecommunication systems.
- Proficient in SQL, AWS Cloudwatch queries.
- Expertise in networking and the OSI Model.
- Thorough understanding of the escalation process and analysis of complex issues.
- Proficient in reading and comprehending complex logs.
- Knowledgeable about firewall, proxy configuration, and Windows internals.
- Expertise in crafting tailored procedures and comprehensive customer documentation.
- Experience in developing training materials for internal users.
- Creative, analytical problem solver with a proven track record of independent work success.
- Familiarity with SaaS-based product support and troubleshooting.
- Ability to distill complex concepts into layman's terms.
- Inclination and capability for self-learning new technologies.
- Proactive approach, constantly seeking to innovate and enhance support processes.
- High attention to detail and organizational skills in a fast-paced, complex environment.
- Standard working hours - Mon-Fri 11:00-20:00 EST
- Flexibility to work on weekends and holidays if needed and willingness to travel (~15%)
- Customer service-oriented with a passion for assisting others.
Feeling unsure because you don’t check every box? Don’t worry, we’ve been there too. At Carbyne, we value passion, potential, and a willingness to learn. If this role excites you and aligns with your career goals, we encourage you to take a chance and apply! You might be exactly who we’re looking for!
👩🏽⚕️ Comprehensive healthcare (medical, dental, vision).
💸 401(k) matching—because your future matters!
🏖️ Unlimited vacation days (yep, really!).
👶 Parental leave—family first!
💪 Health & wellness perks to keep you feeling great.
☎️$100 monthly allowance for your phone and internet because streaming cat videos and answering emails both count as “work,” right?
Plus, you’ll join a team that believes in inclusion, equality, and having fun while making a difference.
🌍 Our PromiseAt Carbyne, we celebrate diversity and strive for a workplace where everyone belongs. We’re dedicated to fostering a welcoming and inclusive environment where everyone feels respected, supported, and empowered to succeed! Where every person counts.
Let’s make the world safer together!
(Note: We are unable to sponsor employment visas)
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What We Do
Why is it we have the ability to order a car with our phones, video chat with our families, and text with anyone in the world, but we’re not able to do any of those things when personal safety is on the line? Why are these tools available in our everyday lives, but not in moments of real need and urgency?
So, we did something about it. We decided to not just fix it, but to constantly improve it with ongoing updates so urgent communications never become stagnant again. We call it relentless innovation.
Our technology is built on the cloud for quick solves and fast integration, using an interface that keeps call managers top of mind. Through the power of one platform, we enable call centers to collect and quickly distribute information.
Carbyne enables mission-critical centers to use an advanced call management platform to unify the flow of information from all channels to a single UI. This UI is tailored for a seamless flow between every channel. With our cloud platform, everything can plug in, everything can evolve, and everyone can make better decisions.
Carbyne: we serve one and millions of benefits.
Why Work With Us
We need great brains who want to collaborate with the best and can envision new ways for emergency services to be smarter, safer, and better.
We hire builders. People who want bigger possibilities for themselves, so we help them reach their professional goals with ongoing training, support, and growth opportunities.
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