Senior Technical Operations Engineer

About the company

Inspiren was created to help operators forge thriving senior living communities.

We use a simple, streamlined platform that protects resident privacy, to optimize community operations at every step. Our technology puts residents first, capturing insights on everything from revenue leakage to staff utilization, while providing an extra layer of oversight, as an extension of your care team.

We know that balancing operations takes time and effort, not to mention careful coordination of many parts – that’s why we offer seamless solutions to guide stronger care decisions. Because while you can’t control any specific event, we believe that data can power communities to live and work better.

Keeping your residents healthy and your staff productive is easy with Inspiren.

Smarter care, on every wall. One room at a time.

About the role

We are seeking a highly skilled Senior Technical Operations Engineer to join our dynamic team. In this role, you will work directly with customers and their IT and Network providers in diverse environments, leveraging your technical expertise to deploy, customize, and maintain our hardware and software solutions, including those not owned by Inspiren, but necessary to have uninterrupted uptime. You will play a crucial role in ensuring customer satisfaction and success, while also acting as a bridge between the customer, our implementation team, our customer success team, our product support, and our internal development teams. 

Your responsibilities will span from supporting new implementations to troubleshooting, diagnosing, responding to cases from our product support team, and helping to strategize on how to provide optimal performance. Strong leadership skills, proficiency in system management, and dedication to excellence in customer satisfaction are a must in this role. 

What you’ll do

• Customer Engagement: Collaborate with customers to understand their technical requirements related to the deployment, customization, and maintenance of Inspiren’s hardware and software solutions. Provide on-site technical support, where necessary, to ensure successful implementation and usage of our products. Ensure continuous adherence to SLAs and provide timely written and verbal communications, along with the ability to effectively communicate with various stakeholders. 
• Deployment & Configuration: Partner with the implementation managers on the installation, configuration, and optimization of software solutions in customer environments. Ensure systems are set up and running smoothly and efficiently.
• Troubleshooting & Support: Quickly diagnose and resolve technical issues that arise during deployment and usage, ensuring their needs are met and issues are promptly addressed. Act as the first-level technical support via phone, email, or onsite visits and escalate to the engineering teams.
• Customization: Work with customers to tailor our solutions to their specific requirements. Develop and implement custom features and integrations as needed.
• Network Monitoring & Maintenance: Monitor network performance and troubleshoot issues to ensure optimal operation. Conduct regular network assessments and recommend improvements/optimizations to maintain performance standards.
• Documentation: Create and maintain comprehensive documentation related to deployment processes, customer configurations, and troubleshooting procedures.
• Training & Education: Conduct training sessions for customer teams to ensure they are proficient in using our solutions and to maximize the value they derive from our products.
• Leadership: Demonstrates strong leadership by collaborating effectively with cross-functional team members to develop scalable processes to enhance customer support and service stability. Exhibits proactive approach in evolving processes and experience guiding and supporting junior team members, fostering team growth, while encouraging culture of action and accountability.  

About you

• Bachelor’s degree in Computer Science, Information Technology, or a related field.
• Proven experience in a tech/IT support role, preferably in a customer facing capacity.
• Related work experience deploying hardware within customer’s network with remote management.
• Familiarity with typical operating systems (Windows, MacOS, Android, etc.), common software applications, and hardware troubleshooting.
• Proven experience with network infrastructure, including routers, switches, firewalls, and VPNs and network monitoring tools (SolarWinds, Wireshark, etc.)
• Passionate about service availability and quality, with strong problem-solving abilities and attention to detail. 
• Strong communication and interpersonal skills, with the ability to build relationships with customers, and the ability to thrive in a fast-paced startup environment.
• Willingness to travel as required to meet customer needs and work on-call shifts for issue resolution.

Details

• The annual salary for this role is $165,000-$190,000+ equity + benefits (including medical, dental, and vision) 
• This role will require up to 50% travel.
• Flexible PTO
• Location: Remote, US
• Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status.