Technical Support Engineer
Technical Support Engineer
Posted on :
31-01-2025
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Monthly Salary
Not Disclosed
Salary Not Disclosed
Posted on :
31-01-2025
Job Description
Job Description and nbsp;
Unlock your future with Alcatraz AI! and nbsp;
Alcatraz AI is looking for a Technical Support Engineer to provide bestinclass support to our partners and endusers as they implement our fullstack hardware and software solutions. The ideal candidate will possess strong organizational skills close attention to detail and solid communication skills. In addition a strong candidate is flexible with change comfortable in a fastpaced environment and eager to impact the organization as they elevate the experience of our customers.
Responsibilities
Provide remote support to installers endusers and AAI field personnel for installing and using all AAI products using video conferencing phone email and remote desktop software.
Communicate with customers to gather information diagnose problems and provide solutions.
Escalate issues to appropriate AAI internal teams and work with them to resolve them when necessary while providing timely customer updates.
Track issues within the support ticketing system. and nbsp; and nbsp;
Provide updates and curation of the public Knowledge Base to enable selfhelp for partners and endusers.
Provide remote training for partners and endusers.
Based on experiences with installers and endusers provide product and engineering teams feedback to improve the AAI products and processes.
As an AAI product subject matter expert there may be times when the Technical Support Engineer may need to travel to the customer site to assist with installation commissioning training or problem resolution.
The candidate shall be experienced with Technical Support and need little guidance on best practices. and nbsp;As the business grows there may be the opportunity to manage people as the Technical Support team will need to expand to support more significant numbers of deployments partners and a growing installed base.
Qualifications
Bachelors Degree preferred or equivalent combination of education training and experience in a technical field.
Minimum five years of experience in technical support
Must have a customerfocused friendly positive attitude and be serviceoriented
Excellent analytical troubleshooting and problemsolving skills are a must
Experience with HubSpot Zendesk or similar tickettracking systems
Experience installing configuring and using physical access control systems such as those offered by Software House Genetec Lenel and AMAG
Experience with video management systems such as those offered by Genetec Milestone and American Dynamics
Experience installing configuring and troubleshooting Windows systems
Experience with switches routers TCP/IP protocol and monitoring tools such as Wireshark for troubleshooting network communications issues
Familiarity with advanced IT systems such as 802.1x PKI and TLS preferred
Outstanding written and verbal skills are required
Employment Type
Full Time
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