Milestone Careers-posted 2 months ago
$105,000 - $120,000/Yr
Full-time
1,001-5,000 employees

We are looking for our next colleague within our Pro Services team. The Professional Services Engineer will support our XProtect product line by being responsible for system deployments, upgrades, migrations and health checks in collaboration with our resellers and customers. If you have a proven track record of successfully working with both the engineering and customer-facing sides of the company, can execute end-to-end implementation projects, understand customers' problems and find innovative solutions to help solve them, and believe in technology at its finest, then this is the place for you! The ideal candidate must reside in the US (Lower 48) and be willing to travel 50-60% of the time. Relocation assistance is not provided. When joining Milestone, you can expect to be part of a company with an impressive growth history and an embracing, second-to-none People-First Culture.

  • Lead and execute end-to-end implementation projects, including planning, scoping, installation, deployment, basic technical training, and implementation.
  • Collaborate with customers to fully understand their requirements and provide tailored solutions.
  • Effectively manage and communicate project tasks and commitments with customers, partners, and system integrators.
  • Work with end customers to resolve broader technical challenges.
  • Deliver upgrade projects and ensure smooth transitions.
  • Manage customer expectations, ensuring implementations stay within scope and timeline.
  • Interface with internal teams (Sales, Customer Success, R&D, and Product Management) to ensure customer satisfaction.
  • Proactively identify risks, manage scope changes, and develop contingency plans.
  • Diagnose and troubleshoot technical issues, including system configuration, hardware, and network settings.
  • Communicate with customers through various channels (onsite, phone, email, or chat) until issues are resolved.
  • At least three years of proven experience as a Pro Services Engineer, Technical Support Engineer, or similar role.
  • Experience with deployment of Enterprise VMS software (a plus if it is Milestone).
  • Hands-on experience with Windows, Windows Server, and Microsoft SQL databases.
  • Strong knowledge of hardware, software, networking, and troubleshooting.
  • Demonstrated ability to explain technical concepts to both technical and non-technical users.
  • Excellent written and verbal communication skills in English (mandatory).
  • Experience managing customer deployment projects.
  • Experience with cloud providers (Azure, GCP, AWS) is advantageous.
  • High Availability (HA) configuration or architecture experience is a plus.
  • Certifications in Microsoft, Linux, Cisco, or similar technologies are a plus.
  • Experience in security and customer insights markets, specifically in Video Management Software (VMS), is advantageous.
  • Medical/dental benefits
  • FSA or HSA
  • 401k with 6% Safe Harbor employer match
  • Paid parental leave
  • Generous PTO (20 days' vacation, 10 days paid sick time, and 12 company holidays)
  • Fully paid Short Term disability policy
  • Fully paid Long Term disability policy
  • Life Insurance
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