Application/Sys Sales Eng I

Honeywell•Duluth, GA

3d•Hybrid

About The Position

As an Application Engineer here at US Digital Designs by Honeywell, you will play a crucial role in supporting our US Digital Designs customers. USDD is unleashing the power of digital to transform the emergency response landscape with our IP-based station alerting system. You will join a team committed to offering our customers the highest level of support. This position supports our customers after implementation of US Digital Designs offerings to provide and support Mission-Critical Systems that (literally) help Save Lives and Property – so respect and service to these customers and the community they serve is paramount. You will report directly to our Customer Operations Leader, and you'll work out of our Duluth, GA location. In this role, you will impact the success of our US Digital Designs team by working to exceed our customer’s experience. We do offer a Hybrid Work Schedule Note: For at least the first 90 days, New Hires must be prepared to work 100% onsite M-F.

Requirements

YOU MUST HAVE
Ability to travel for initial training on a weekly basis to Tempe, AZ as needed to onboard
3 or more years of troubleshooting experience to diagnose and resolve issues with Linux servers and services
3 or more years of customer/technical support experience
Be on a rotating on-call schedule

Nice To Haves

WE VALUE
Extensive network troubleshooting
Experience with complex customer configurations (radio, network, application, and apps).
Knowledge of software testing and debugging techniques
USDD Offerings Experience
Strong written and verbal communication skills.

Responsibilities

Provide expert technical support (configuration, troubleshooting, etc.) to customers, resolving complex technical issues including both e-mails and support calls. This is accomplished through: Collaboration and Communication
Provide in-depth technical support to customers via phone, email, and on-site visits, assisting with product installation, configuration, and troubleshooting.
Collaborate with cross-functional teams to develop and implement technical support remedies.
Participate in technical reviews and provide feedback to offering and engineering teams.
Work closely with cross-functional teams, including production, hardware engineers and project managers, to ensure project goals are met.
Participate in team meetings to discuss project progress, challenges, and solutions.
Develop and maintain expert-level knowledge of our products, solutions, and their applications. Stay current on all new features and updates.
Provide ongoing support and maintenance for existing alerting systems.
Document customer technical support needs in CRM for tracking
Manage, maintain and push software updates for all Fire Station Alerting System Equipment.
Act as the "voice of the customer" by gathering feedback and insights to provide to the product development team for improvements and new features.
Analyze user needs and software requirements to determine feasibility.
Collaborate with hardware engineers to ensure seamless integration between software and hardware components.
Edit and write clean, maintainable code and conduct unit testing to ensure software quality.
Create and maintain technical documentation for software applications and system configurations.
Create knowledge articles and entry level training based on root cause analysis of support.
Stay updated on emerging technologies and trends in software and hardware integration.
Propose innovative solutions to enhance the efficiency and effectiveness of fire station alerting systems, Software and Hardware
Contribute to the development of new features that improve user experience and operational efficiency.