Video Support Engineer, Global Security Operations Security Devices, Design and Video

The Security Design, Device, and Video (SDDV) team is focused on managing security technologies globally. To successfully get there, we are looking for high caliber Support Engineers who are eager to grow with our team. You will be working with strong engineering teams, building and providing support for security systems and technologies that support our operations spaces. Innovation is key on this team and we are looking for technically savvy individuals with the ability to think big and deliver simple solutions to complex problems.

Key job responsibilities
Support Engineers in SDDV provide front line support of business-critical service environments such as access control, credentialing, physical security technology, and video. You will be responsible for managing existing distributed systems, diagnosing issues with technology products, and acting to mitigate the issues. You will monitor system performance and perform change management activities, and make minor changes to existing scripts and code and participate in an on-call rotation to provide 24x7 operational coverage of the system.

A day in the life
As a Support Engineer you will play a leadership role on your team by becoming a subject matter expert on one or more services. You own support activities for these services and regularly work with development teams to establish and improve service support. You operate with limited guidance from management and aggressively drive issues to resolution. You understand the business logic and architecture of your supported services that enable you to regularly resolve undocumented trouble tickets. You provide mentoring, training, documentation, and tools to other Support Engineers to enable them to perform support activities.

Basic Qualifications

• 2+ years Customer Service experience
• 1+ year of development or technical support experience
• Experience troubleshooting and debugging technical systems

Preferred Qualifications

• BS in CS or equivalent
• 2+ years’ experience in technical support or software engineering role
• Proficiency in Linux/Unix OS
• Proficiency in Ruby, Perl, or other scripting languages
• Excellent verbal and written communication skills
• Self-starter with strong ownership in delivering results
• Competency in support processes, SLA, issue resolution, monitoring, and metrics.



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