Engineer, Technical Support

| Greater NYC Area
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POSITION DESCRIPTION

As a customer facing Technical Support Engineer you are responsible for configuring and troubleshooting our product to resolve our customers' technical issues. You will support the customer by acting as the liaison between the customer and other internal teams.

You must be able to thrive in a fast-paced design culture and enjoy holding responsibilities solving challenging problems. Your ability to work in a complex networking environment will make you an ideal candidate.

We're highly collaborative and agile. We are looking for driven people with exceptional analytical abilities who can communicate effectively.  In this role you will wear multiple hats spanning a broad array of technical disciplines ranging from electrical engineering to software development.

Responsibilities

  • Provide coverage and assistance for StrongArm teams located in Brooklyn and remotely
  • Provide Help Desk & Field Service support to our installed customer base for hardware and software systems, worldwide
  • Travel to customer sites located in multiple surroundings states
  • Liaise between sales team, client team, production, and customers to properly address customer problems
  • Communicate technical concepts to customers effectively (strong verbal and listening skills)
  • Reproduce customer environment and solve challenging technical problems
  • Deploy software updates regularly
  • Monitor environments to maintain SLAs
  • Developing scripts to automate common problems
  • Operate Cloud and Data environments (Amazon Web Services, Google Cloud)
  • Manage, prioritise and resolve inbound tickets efficiently
  • Perform root cause analysis and look for greater trends of product outages
  • Manage customer self service portal / FAQ
  • Strong customer empathy to get to the root cause
  • Take on the responsibility and own the technical problem to resolution, wherever that challenge may be.
  • Effective communication across departments to be solution oriented 
  • Identify pain points to improve the product and champion the solutions that permanently solve customer issues
  • Proactive with customer communications
  • Proactive problem solving in areas that need definition

Qualifications

  • Completed BS in Computer Science, Computer Engineering, Information Technology related degree or equivalent work experience
  • 2+ years' of technical support experience
  • Direct experience working in customer service
  • Strong empathizer who can patiently solve customer issues
  • Strong written and verbal and troubleshooting skills
  • Ability to communicate with customers in plain language
  • Strong attention to detail
  • Apply systems thinking by explaining connected devices and the network(s) that support them
  • Understand web architecture
  • Software integrations, package management for deployment
  • Knowledge of SQL, and basic knowledge of databases
  • Implement test and integration environments
  • Write technical documentation
  • Write and maintain automation scripts with python and bash
  • Ability to work in Linux command line
  • Basic IPv4 networking, firewalls, Wifi, SSL certificate, and web proxy configurations

Bonus Skills

  • DevOps experience is a major benefit.
  • Experience with micro-controllers + development platforms using IoT firmware
  • Experience with Git version control in a production environment
  • Strong mathematical skills
  • Can apply languages C, C++, Java
  • Experience with ITIL

Location

  • 95%+ Remote work possible, 5% scheduled travel to client sites in the US
  • Brooklyn HQ office seat available

StrongArm Technologies is an equal opportunity employer Located in Brooklyn, NY

Apologies, we cannot sponsor H-1B applicants, or overseas applicants at this time.

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • JavaLanguages
    • JavascriptLanguages
    • PythonLanguages
    • ScalaLanguages
    • SqlLanguages
    • Embedded CLanguages
    • ReactLibraries
    • ReduxLibraries
    • FlaskFrameworks
    • HadoopFrameworks
    • SparkFrameworks
    • React NativeFrameworks
    • ServerlessFrameworks
    • TerraformFrameworks
    • KubernetesFrameworks
    • DockerFrameworks
    • HiveDatabases
    • MySQLDatabases
    • SQLiteDatabases
    • Google AnalyticsAnalytics
    • OptimizelyAnalytics
    • IllustratorDesign
    • InVisionDesign
    • PhotoshopDesign
    • SketchDesign
    • SolidWorksDesign
    • ConfluenceManagement
    • JIRAManagement
    • Monday.comManagement
    • AirtableManagement
    • HubSpotCRM
    • IntercomCRM
    • SalesforceCRM

Location

The Navy Yard is an exciting and growing tech hub, we have access to New Lab, a food hall, Wegmans, and a diverse selection of eateries on Myrtle ave.

An Insider's view of StrongArm Technologies

What’s the vibe like in the office?

StrongArm feels like a family. The office is open, relaxed and comfortable. Our people are warm, and invested in each other both personally and professionally. Everyone laughs daily. Noone eats lunch alone. We move fast and demand hard work, but we always achieve our goal by helping teammates go to another level.

Lindsay

Manager, Clients

What makes someone successful on your team?

Being trust-worthy and having an enthusiastic attitude is essential. Our team is made up of incredible leaders who continuously forge their paths. To be successful at StrongArm you must have respect for your teammates, desire to lead, an openness to being challenged and always learning.

Siva

Data Scientist

How do you empower your team to be more creative?

We run a relatively flat organization which is our key to driving true innovation. We chase the fastest path to insight not the fastest path to a solution. In order for that to work, everyone needs to check their egos at the door, everyone needs to be on the same page and everyone owns their work. Our cultural values reflect those principles.

Sean

CEO & Founder

What kinds of technical challenges do you and your team face?

We are building a data pipeline with Spark that solves problems like dynamic scaling, schema evolution, cluster monitoring, data quality analysis, and ML empowerment. These problems require a wide range of skills. It keeps me excited to come to work every day, knowing there’s a problem waiting for me which will teach me something new.

Matt

Data Engineer

What are StrongArm Technologies Perks + Benefits

StrongArm Technologies Benefits Overview

At StrongArm, we have flexible work hours and unlimited vacation time because we trust our teammate's judgement and dedication to our mission. Solid relationships and trust in our teammates are the glue that holds the team together. Our team truly enjoys our time together. In addition to monthly sponsored events, teammates regularly head to a bar or restaurant outside of work, have each other over for holiday parties, meet our significant others, or celebrate special days together.

Culture
Volunteer in local community
Friends outside of work
Eat lunch together
Daily sync
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Documented equal pay policy
Dedicated Diversity/Inclusion Staff
Diversity manifesto
Mean gender pay gap below 10%
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Dental Benefits
Vision Benefits
Health Insurance Benefits
Wellness Programs
Retirement & Stock Options Benefits
401(K)
Company Equity
Employee Stock Purchase Plan
Performance Bonus
Vacation & Time Off Benefits
Unlimited Vacation Policy
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Stocked Kitchen
Happy Hours
Parking
Pet Friendly
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences
Lunch and learns
Cross functional training encouraged
Promote from within
Mentorship program
Continuing Education stipend
We offer $1500 annually for continuing education.
Customized development tracks
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