Support Engineer - Infinity

Pexip•Herndon, VA

5d•Remote

About The Position

Do you want to be part of a team that constantly challenges the boundaries of what is possible with video technology? We are looking for a passionate, high-performing Technical Support Engineer to help customers troubleshoot and resolve the trickiest technical issues they encounter within their video communication solutions. At Pexip, you will work with people who are dedicated to creating seamless and secure video communication across technology platforms. We deliver solutions to some of the most demanding and critical organizations around the world. They expect innovation, quality, safety, and technology that meets their unique needs. If you enjoy working somewhere with great energy, enjoy a fast pace, thrive with fun and lively colleagues, and want to bring secure communication to those who need it most, Pexip could be the place for you. The Technical Support Engineer provides technical support to Pexip’s partners and direct support customers experiencing issues with their Pexip products and services. This role requires strong problem-solving skills, excellent communication abilities, and a passion for providing exceptional customer service. The ideal candidate is eager to learn, adaptable, and a team player. What's the opportunity? If you enjoy the intricacies of various communication protocols, problem solving, and can communicate your processes to others so they get as much of a kick out of it as you, then this is the job for you! Pexip support is extremely proud of its customer satisfaction ratings and is seeking similarly enthusiastic engineers to maintain this quality. We believe in enabling people rather than managing them. Working closely with Sales Engineering, R&D, and Documentation teams, the customer support team is at the forefront to ensure the smooth operation of the Pexip product. This position requires applicants to be a US Citizen and Passport holder (or eligible). This position can be in located in our Herndon, VA office or remote, and is required to work in US time zones. Flexibility and work life balance is offered.

Requirements

Bachelor's degree required
5+ years relevant experience in post-sales technical support
Good technical understanding of Microsoft, Google, Zoom, Cisco, Avaya, Polycom, and other related partners/competitors in the visual collaboration landscape
Good understanding Excellent practical knowledge of network technologies and protocols including TCP/IP, DNS, HTTP, L2/L3 Operations, Routing, Load Balancers, and Firewall management.
Experience in technical troubleshooting and log analysis.
Proven track record in technical support and have sound knowledge of technology
Must be comfortable in a dynamic atmosphere of a technical organization with a rapidly expanding customer base
Ability to rely on experience and sound judgement to plan and accomplish goals
Ability to juggle a variety of complicated tasks, and be comfortable working independently with remote support
Display extremely strong analytical, verbal, and written communication skills
Possess strong presentation skills
US Citizenship required with current US Passport (or eligibility)

Nice To Haves

Good technical understanding of virtualization technologies, e.g. VMware, Hyper-V, AWS, Azure, GCP is a plus

Responsibilities

Work with customers to troubleshoot reported problems, identify root cause, and resolve the issue
Able to triage technical situations effectively and efficiently
Capable of evaluating multiple different resolution paths and evaluating best possible outcomes independently and with customer service owners
Able to communicate highly technical issues to non-technical people to explain why issues are occurring and what can be done to improve the situation
Able to effectively prioritize cases based on urgency, impact, and customer need
Identify and recommend possible optimization tasks to customers
Communicate and work closely with the sales and customer success teams related to ongoing events with customer situations

Benefits

Connection & Belonging:
Vibrant offices, weekly all-hands, global kick-offs and a people-first culture built on our Success Formula: Think like world champions. All eyes on the customer. Stay healthy.
Growth Mindset:
We invest in your learning and development and offer opportunities to learn, grow, and work on cutting-edge distributed systems.
Culture of Trust & Inclusion:
Strong people culture anchored in our values; The Pexip Way. Our company values are at the core of everything we do, and they define how we interact with each other, our customers and our partners daily.
Supportive environment:
A culture that values flexibility, collaboration, and work-life balance where your voice matters.
Real Ownership:
Your work is visible, measurable, and directly tied to our growth.
Mission that Matters:
Every day, we safeguard the most confidential conversations in the world. Our technology enables what matters most—human connection, decisive interaction, and progress.