Senior Technical Support Engineer

The primary responsibilities noted below are essential with the success ultimately measured by obtaining positive customer satisfaction for delivered support and services.
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Interacting directly with dealers, resellers, integration partners, and end-customers for product related concerns.
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Ensuring requests are triaged, accurately categorized for priority and severity, and addressed in an effective and timely manner.
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Leveraging effective technical root cause analysis skills and techniques, strategies for defining accurate problem statements, methods for defining steps for issue reproduction, and leadership for addressing issue mitigation and final resolution plans.
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Managing issue escalations to the Product Engineering team and effectively facilitating internal and external escalation communications.
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Delivering professional services including installation/configuration, health check, issue triage and resolution, and technical or end-user training type engagements.
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Assisting with pre-sales engineering engagements.
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Documenting customer communications effectively in issue tracking systems, email, or professional services deliverables.
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Creating knowledge base articles and contributing to internal and external product documentation.
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Expanding product subject matter expertise on a continuous basis and providing mentoring to junior staff.

Requirements

Required Qualifications
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Excellent verbal & written communication skills.
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Excellent time and schedule management skills, including and daily and travel requirements.
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Demonstrated self-motivator & able to work in a professional environment with limited direct supervision.
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Notable experience supporting team mentoring and continuous process and product improvement as a component of a routine workflow.
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Demonstrated experience delivering both remote and on-site technical support and professional services as a senior level individual contributor.
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Demonstrated experience delivering pre-sales engineering assistance in a customer-facing capacity and via drafting of effective product solution diagrams and specifications that consider business and capacity requirements.
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Excellent technical issue resolution skills, with emphasis on analytical root cause analysis and assessment of network packet capture type data.
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Senior-level technical proficiency with Linux or Windows operating systems, network communications, and application deployment architecture types or components including APIs, mobile, desktop, web, appliance, virtual machine, SaaS, and multi-tiered / blended solutions.
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Senior-level technical proficiency with telephony or communications sector products and interoperability standards and methods.
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Verifiable education including BS in Computer Science, Computer Engineering, Electrical Engineering, Telecommunications, or minimally 10 years equivalent level of relevant technical experience.
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Ability to work nonstandard days/hours, including within an on-call rotation.
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Ability to travel from 5-25%.
Preferred Qualifications
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Knowledge of multi-media recording products
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Experience with TCP/IP network design, switching, configuration and issue triage.
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Experience with a software development lifecycle, developing software and/or developing automation scripts.
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Knowledge of Linux (Debian or similar) and Windows operating systems at the system administrator level.
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Knowledge of VoIP protocols, including but not limited to H.323, SIP, SCCP (SKINNY).
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Knowledge of traditional telecommunications technologies, such as analog telephones and trunks, T1 & E1, and ISDN-PRI.
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Experience with IT directory services such as Microsoft® Active Directory®, OpenLDAP™, Samba, or JumpCloud® Directory-as-a-Service®.
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Possession of DoD Security clearance and/or CJIS awareness certified.