Sr. Product Support Engineer- Firmware Background, 100% Remote

Since our founding in 2011, our mission has been to improve the lives of seniors and their caregivers. We are deeply passionate about communication and committed to becoming the foremost provider of services and solutions that enable seniors to lead more meaningful and independent lives. We also understand the power of connection and the profound impact it has on the lives of individuals who are hard-of-hearing . By utilizing enhanced automatic speech recognition, human captioning, and innovative product development, we deliver easy-to-use, cutting-edge technology to our primarily senior customer base. Our near real-time phone captioning technology allows individuals with hearing loss to see what callers are saying, enabling them to regain their connection to the world.

ClearCaptions is a Federal Communications Commission (FCC)-certified telephone captioning provider, adhering to the highest industry standards of privacy, security, and professionalism. We recognize the importance of maintaining the trust and confidence of our customers, and we continually strive to exceed their expectations.

For more information about our services please visit clearcaptions.com.

Position Summary:

The Sr. Product Support Engineer will be responsible for developing operational visibility, proactive monitoring capability, and driving performance improvements in support of our ClearCaptions Voice services using their understanding of hardware, firmware, and software. In addition, the Engineer will handle technical and escalation requests filed by internal business departments within the company to identify and resolve product or systems issues as the Product Subject Matter Expert (SME).

This is a Remote/Work from Home position reporting to the Director of Software Engineering.

What you will do:

• Interpret customer issues, report design concerns, reliability, or maintenance problems.
• Proactively respond to situations where first-line product support has failed to isolate or fix problems in malfunctioning equipment or software.
• Work cross functionally with members of Research and Development and certified vendors, Manufacturers, Developers, DevOps, and Customer Care teams.
• Develop and release technical documents, process service bulletins for the repair or upgrade of products and develop training material on product repair.
• Provide technical assistance to the Customer support organization on external customers issues by conducting testing, training, and writing documentation on new product introduction.
• Participate in engineering project meetings regarding new products and provide feedback on serviceability and field concerns.
• Provide global technical support to field technicians by answering technical questions, troubleshooting, and resolving problems via phone, email, or in-person.
• Provide training on new and existing products.
• May be involved in customer installation and training programs.
• Provide technical support to field sales and product support personnel.

The kind of people we look for:

• Versatile people who thrive on variety and challenge
• Excited about working in a fast-paced environment .
• Innate problem solvers who want to grow in a flexible, collaborative culture .
• Takes initiative, pushes boundaries, motivated to innovate .
• Talented individuals with a growth mindset who want to use their learning and relationship-building skills .
• Align with our company core values: Integrity, Accountability, Collaboration, Service and Quality .

Qualifications:

• Bachelor's or Graduate's Degree in computer engineering, computer science, or systems engineering, or equivalent experience.
• 5 years’ experience working with embedded systems.
• Experience with SaaS, XML, JSON, Linux, Java, and Cloud software and systems.
• Experience with voice call flow, SIP Logic
• Experience with Gerber files
• Experience designing a PCB
• Tenured experience with VoIP services, platform switching, PSTN and IOS access services.
• Long term testing on product lines to ensure reliability.
• Problem solving and design review skills.
• Strong communication skills
• Proficient with statistical analytics and problem-solving through data driven efforts; metrics and KPI driven with deep experience in data analytics.
• Ability to produce accurate and precise work, especially by detecting and resolving discrepancies.
• Excellent verbal and written communication skills, interpersonal and presentation skills.
• Self-starter with strong organizational and time management skills, self-directed, and able to handle multiple priorities with demanding timeframes.
• Strong attention to detail and on-time completion of deliverables.
• Ability to work collaboratively, with colleagues and staff to create a high-quality results-driven, team-oriented environment.
• Demonstrated ability to use discretion, make sound decisions, and maintain confidentiality.
• Willingness and ability to work flexible hours.
• Proficient in MS Office, modern communication tools for virtual teams (i.e., MS Teams)

Physical Demands :

Employees may experience the following physical demands for extended periods of time:

• Sitting, standing and walking (95-100%)
• Keyboarding (70-90%)
• Viewing computer monitor, tablet and cell phone requiring close vision (70-90%)

Work Environment:

100% Remote: Work environment is indoors at home.

Compensation:

$110,000 to $116,100 plus 5% Incentive with consideration to experience and geographical location. Please see www.clearcaptions.com/careers for an overview of our generous benefits program.

Intrigued to learn more?

When you apply for this role, your information will be personally reviewed by our talent acquisition team (not by a robot). You can expect to hear back from us if we think there could be a fit and what next steps look like.

ClearCaptions is an equal opportunity employer committed to inclusion and diversity . All employment decisions are based on business needs, job requirements , and individual qualifications, without regard to race , color, religion, sex, sexual orientation, gender identity, national origin, disability, Veteran status, or other legally protected characteristics .

Disclaimer:

The above information in this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees to do this job.

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