Sr. Systems Engineer
About The Position
We are seeking a Sr. Systems Engineer to serve as a high-level technical escalation point for our Next-Generation 911 (NG911) call-taking and dispatching solutions. In this US-based remote role, you will diagnose and resolve complex system architecture, networking, and telephony issues that impact public safety operations. As part of a close-knit engineering team, you will collaborate with Product Development and Field Services to validate emerging technologies, maintain lab configurations, and optimize system reliability. A Bachelor's degree or equivalent practical experience in technical support, system engineering, or public safety operations is welcomed.
Requirements
- Fluent English Communication to effectively convey complex technical details in written and oral formats
- Operating Systems expertise in installing, configuring, and troubleshooting Windows Server 2008/2012, Windows 7/10, and Linux/UNIX environments
- Networking & Infrastructure experience with LAN/WAN troubleshooting, Cisco CCNA concepts, Windows Domain architecture, and Active Directory integration
- Telephony Systems knowledge covering Analog/Digital telephony, VoIP applications, PBX (Asterisk or similar), SS7, routing, and geo-spatial routing
- Hardware & Systems troubleshooting experience spanning Dell/HP servers, desktop hardware, GIS, and database integrations
- Problem Solving under pressure while maintaining structured, effective communication with emergency response customers and executive leadership
- Customer Relationship Management to build trust and deliver technical mentorship to external stakeholders and field personnel
- Team Mentorship to support Technical Services operations, interview prospective engineering candidates, and assist with daily operational assignments
- Bachelor's degree in a related field OR 5+ years of technical support experience
- Must be able to obtain background clearance as required by government customer
- Legal authorization to work in the U.S. indefinitely is required.
- Employer work permit sponsorship is not available for this position.
Nice To Haves
- Microsoft MCSE or Cisco CCNA certifications
- Direct experience supporting NG911 Call Taking or Dispatching solutions
Responsibilities
- Provide Tier 4 technical support and escalation resolution for hardware, software, and network configuration issues within NG911 Call Taking and Dispatching solutions
- Dissect complex system architectures, server infrastructure, and database layers to troubleshoot, replicate, and resolve critical incidents
- Manage and resolve complex trouble tickets efficiently within service management tools, maintaining clear communication with customers and technical leadership
- Interface directly with Product Development and Technical Services to test, validate, and deploy future technologies, components, and software upgrades
- Maintain individual product configurations in the technical support laboratory to support troubleshooting, documentation, and beta testing
- Create Site Specific Method of Procedures (MOPs) and comprehensive technical workflow documentation to enhance operational standards
- Deliver corporate-level technical training and knowledge transfer to customer support centers and field service technicians
- Participate in the on-call rotation and work variable shifts as dictated by emergency public safety customer needs
- Travel to customer sites when needed to fulfill onsite engineering support during staff absences or training shifts
Benefits
- Incentive Bonus Plans
- Medical, Dental, Vision benefits
- 401K with Company Match
- 10 Paid Holidays
- Generous Paid Time Off Packages
- Employee Stock Purchase Plan
- Paid Parental & Family Leave
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What This Job Offers
Job Type
Full-time
Career Level
Senior
