Senior Technical Service and Support Engineer Interact with Dealers, Resellers, Partners and Consumers Hackensack Location

Senior Technical Service and Support Engineer
We’re looking for a dedicated person to join our Customer Service team to provide senior-level technical guidance for dealers, resellers, prospective end-consumers, and less experienced staff. Excellent communication skills, proficiency with technology, and a continuous learning attitude are required role characteristics. The candidate must become expert in the OEM’s Communications™ product line and be continuously seeking to expand their knowledge as the products and deployment requirements evolve. The person will deliver professional services engagements and address support issues via phone, ticketing system, email, and on-site when required. Additionally, the individual may provide pre-sales engineering assistance. The primary territory focus for this role is North America with International being a secondary responsibility.
Responsibilities:
The primary responsibilities noted below are essential with the success ultimately measured by obtaining positive customer satisfaction for delivered services and support:
• Interacting directly with dealers, resellers, integration partners, and end-consumers for product related concerns.
• Defining professional services engagements including specifying business objectives, defining scope and schedule, estimating effort and price, and drafting statements of work.
• Managing and hands on delivery of professional services including installation/configuration, upgrade, migration, health check, issue triage and resolution, and system administration or end-user training type engagements.
• Ensuring Support requests are triaged, accurately categorized for priority and severity, and addressed in an effective and timely manner.
• 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.
• Effectively submitting issue escalations to the Product Engineering team, facilitating internal and external escalation communications, and managing dealer, reseller, and end-consumer expectations and concerns.
• Assisting with pre-sales engineering engagements.
• Documenting customer communications effectively in issue tracking systems, email, or professional services deliverables.
• Creating knowledge base articles and contributing to the continuous improvement of internal and external product documentation, processes, and process artifacts.
• Expanding technical and product subject matter expertise on a continuous basis and providing mentoring to junior staff.
Required Qualifications
• Excellent verbal & written communication skills.
• Excellent time and schedule management skills, including both routine and support or services travel-related requirements.
• Demonstrated self-motivator & able to work in a professional environment with limited direct supervision.
• Notable experience supporting team mentoring and continuous process and product improvement as a component of a routine workflow.
• Demonstrated experience delivering both remote and on-site technical professional services and support as a senior level individual contributor.
• 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.
• Excellent technical issue resolution skills, with emphasis on analytical root cause analysis and assessment of logging and network packet capture type data.
• Senior-level technical proficiency with Linux and Windows operating systems, network communications, and application deployment architecture types or components including APIs, mobile, desktop, web, appliance, virtual appliance, SaaS, and multi-tiered / blended solutions.
• Senior-level technical proficiency with telephony or communications sector products and interoperability standards and methods.
• Verifiable education including BS in Computer Science, Computer Engineering, Electrical Engineering, Telecommunications, Information Technology Security, or minimally 10 years equivalent level of relevant technical experience.
• Ability to work nonstandard days/hours, including within an on-call rotation.
• Ability to travel up to 35%.
Preferred Qualifications
• Knowledge of multi-media recording products.
• Experience with TCP/IP network design, switching, configuration and issue triage.
• Experience with software development lifecycles, developing software and/or developing configuration or automation scripts.
• Knowledge of Linux (Debian or similar) and Windows operating systems at the system administrator level.
• Knowledge of VoIP protocols, including but not limited to H.323, SIP, SCCP (SKINNY).
• Knowledge of traditional telecommunications technologies, such as analog telephones and trunks, T1 & E1, and ISDN-PRI.
• Experience with IT directory services such as Microsoft® Active Directory®, OpenLDAP™, Samba, or JumpCloud® Directory-as-a-Service®.
• Experience with remote device, application, and security policy management tools such as Microsoft End Point Manager, including the Microsoft Intune and Configuration Manager (formerly SCCM) components.
• Possession of DoD Security clearance and/or familiarity with standards such as SOC 2, ISO, CJIS, FedRAMP, HECVAT, FIPS, and HIPAA.

Equal opportunity employer- vets/disabled