<p></p><h3>💡 Who We Are</h3><p>Hi there! We’re Carbyne, and every day, we’re on a mission to revolutionize public safety. As the global leader in emergency collaboration technology, we’re building a cutting-edge platform that helps save lives—think live video streaming, real-time chat, and precise location tracking. </p><p>Our tools empower emergency teams to respond faster and smarter, ensuring help reaches those in need ASAP! With partnerships with tech giants like Amazon, Microsoft, and AT&amp;T, we’re innovating life-saving solutions for over 400 million people worldwide </p><p>Are you ready to make a difference with us? Let’s do this! </p><p></p><h3><strong>🚀 About the Role</strong></h3><p>As a Technical Support Engineer at Carbyne, you will play a pivotal role in ensuring our customers receive exceptional support. You will work closely with both customers and internal stakeholders, handling complex technical issues related to our SaaS products while adhering to strict Service Level Agreements.</p><p>Your day-to-day responsibilities will include diagnosing logic errors, logging bugs, helping prioritize and communicate fixes, and driving improvements in the overall quality of our customers’ experience with Carbynes products. This is a Tier 2 support role, which means you will handle escalated tickets that require in-depth technical knowledge and problem-solving capabilities.</p><p></p><h3><strong>🎯 Here’s What You’ll Be Doing</strong></h3><ul> <li>Collaborate with clients, Customer Success, and on-field Support Teams to resolve intricate issues within Carbynes platform and optimize functionality.</li> <li>Elevate critical issues internally, ensuring prompt response, meticulous testing, and effective resolution communication.</li> <li>Identify and report bugs, working with Engineering &amp; QA teams to prioritize fixes for enhanced customer satisfaction.</li> <li>Analyze and diagnose issues involving networking methodologies, SIP call flows, and integrations with third-party systems.</li> <li>Clearly articulate issues affecting service to both customers and internal teams, fostering transparent communication.</li> <li>Methodically verify issue resolution, ensuring a comprehensive troubleshooting process.</li> <li>Execute internal processes for efficient and scalable support operations.</li> <li>Partner with cross-functional teams, translating customer needs and feedback into innovative solutions.</li> <li>Contribute to knowledge base development, ensuring solutions to common problems are documented and easily accessible.</li> </ul><p></p><p></p><h3>🔑 What You Bring</h3><p><em>To shine in this role, you’ll need:</em></p><p></p><ul> <li>Minimum 3 years in a Technical Support/Network engineering role within SaaS or a global company.</li> <li>Proficient in Jira, Zendesk, monday.com, or equivalent platforms.</li> <li>Extensive familiarity with monitoring tools such as Datadog, Kibana, PRTG, WireShark, OpsGenie.</li> <li>In-depth knowledge of network monitoring tools, SNMP, Syslog protocols.</li> <li>Competence in workstation management, including Microsoft AD, DHCP, DNS services.</li> <li>Adept understanding of IP technologies within analog gateways (SIP, RTSP, RTMP, SIP-to-PSTN gateways, WebRTC).</li> <li>Familiarity with SIP call flows and troubleshooting telecommunication systems.</li> <li>Proficient in SQL, AWS Cloudwatch queries.</li> <li>Expertise in networking and the OSI Model.</li> <li>Thorough understanding of the escalation process and analysis of complex issues.</li> <li>Proficient in reading and comprehending complex logs.</li> <li>Knowledgeable about firewall, proxy configuration, and Windows internals.</li> <li>Expertise in crafting tailored procedures and comprehensive customer documentation.</li> <li>Experience in developing training materials for internal users.</li> <li>Creative, analytical problem solver with a proven track record of independent work success.</li> <li>Familiarity with SaaS-based product support and troubleshooting.</li> <li>Ability to distill complex concepts into laymans terms.</li> <li>Inclination and capability for self-learning new technologies.</li> <li>Proactive approach, constantly seeking to innovate and enhance support processes.</li> <li>High attention to detail and organizational skills in a fast-paced, complex environment.</li> <li>Standard working hours - Mon-Fri 11:00-20:00 EST</li> <li>Flexibility to work on weekends and holidays if needed and willingness to travel (~15%)</li> <li>Customer service-oriented with a passion for assisting others.</li> </ul><p></p><p><em>Feeling unsure because you don’t check every box? Don’t worry, we’ve been there too. At Carbyne, we value passion, potential, and a willingness to learn. If this role excites you and aligns with your career goals, we encourage you to take a chance and apply! You might be exactly who we’re looking for!</em></p><p></p>