Technical Support Engineer

Job Summary

Who We Are

Are you looking for a career where you can make a real difference in the world? At Intellicene, we're revolutionizing the way enterprises and governments around the world manage risk, detect threats, and respond to incidents. Our situational intelligence software unlocks the power of data from existing physical security systems, helping some of the world's most recognized and respected brands protect what matters most: people, property, and vital operations. Join our dynamic team of innovators and disruptors and make a real impact on the world.

Why join us?

At Intellicene we believe that our success is driven by the talent and dedication of our team. We are committed to fostering a culture of creativity, collaboration, and innovation. We offer a dynamic work environment where you will have the opportunity to make a real impact, grow your career, and work alongside talented and passionate professionals.

Job Description

What will be your impact?

• You will be responsible for business-to-business advanced technical support of enterprise level security and Command & Control systems.
• Resolution of customer reported questions and issues that require code analysis, modification, and testing.
• Respond to customer inquiries via phone, email, or chat, providing clear explanations and solutions to technical problems.
• Assisting technical support engineers across the globe with log analysis and troubleshooting.
• Work with internal and external resources to identify and troubleshoot root causes for recurring support issues.
• Work closely with R&D team to ensure ticket escalations are resolved in a timely fashion, and that updates are shared according to SLAs with internal support teams and external customers as required.
• Collaborate with customers and integrator partners to resolve real-time issues in customer environments.
• Taking ownership of escalated issues and seeing problems through to resolution.
• Ticket and workload management using our online ticketing system and development tracking system.
• Ensuring all details are logged within the ticket, and technical write-ups are provided to the support engineers to provide root cause analysis back to the customer.
• Assist/lead the development of tools that can be used to streamline and enhance the troubleshooting of the support team.
• Work closely with Support and R&D team leaders, team members, and customers on issues related to design and requirements for product development and support.
• Ensure that all software changes satisfy the business requirements as specified and adheres to all development standards, policies, and procedures. All code fixes must be developed in line with the company security best practice guidelines.

Requirements:

• 2 or more years of proven experience in .Net programming or support/troubleshooting
• Excellent analytical abilities to diagnose complex technical issues and identify effective solutions
• Clear and concise communication skills to explain technical concepts to customers with varying levels of technical knowledge
• Ability to maintain a positive and professional attitude while interacting with customers, even during challenging situations
• Knowledge of C# programming
• Experience working with MSSQL databases

Nice to have:

• Experience in C++ programming
• Experience or understanding in video streaming protocols
• Knowledge in modern client development platforms, like Angular or Flutter
• Experience in writing automation tests
• Experience working in international companies

Skills:

• Strong communication skills
• Good self-learning skills
• Exceptional collaboration within a team
• English speaking and writing
• Willing to travel (including travels abroad) from time to time

Work Conditions - Remote

• Working in a busy remote environment with frequent interruptions.
• Seated at a desk / workstation for extended periods of time with multiple computer screens.
• May require flexible working hours, including nights and weekends, to accommodate global time zones.
• Willing to travel (including travels abroad) from time to time
• Attending and conducting virtual meetings and/or presentations on camera.
• Manual dexterity is required to use computers and peripherals.

Worker Type

Regular

Number of Openings Available

1