Technical Install Engineer

SafelyYou

32d • Remote

About The Position

We are a start-up seeking an experienced and execution-focused Technical Install Engineer who is committed to making a positive impact on people living with Alzheimer’s and Dementia. In this role, you'll work on a team providing top-tier support for our solutions tailored to these individuals. You'll remotely oversee installations, troubleshoot, and resolve cases while supporting your team for excellence. Your activities will span from new installations to troubleshooting, diagnosis, responding to support cases, and strategizing on optimizing service availability. As a liaison with our customers, your communication skills and professionalism will be of prime importance. Your expertise in system management and unwavering commitment to quality will ensure customer delight as we work together to improve lives through technology.

Requirements

• LAN and WLAN network architecture, advanced knowledge of DHCP, VLAN, static routing, and IP addressing
• Hands-on experience with troubleshooting WiFi performance for edge devices on a customer network
• Hands-on experience integrating with customer’s network security and compliance technology across different platforms and vendors
• Advanced Linux System management, including NVIDIA GPU, network interface configuration, and troubleshooting
• Working knowledge of SSM, Docker, and Grafana, ability to assess a system's health and diagnose issues using reporting and common CLI
• Communicate to both technical and non-technical audiences with a high degree of professionalism
• Apply system management and hardware installation skills to troubleshoot, diagnose, and resolve issues in a timely manner
• Leverage Linux skills and attention to detail to ensure a perfect network deployment process every time
• Minimum 4+ years of related work experience with deploying hardware within a customer’s network and remotely managing deployment
• Minimum 3+ years of related work experience as a Linux System Administrator
• Bachelor's degree in a technical discipline, such as Information Systems, Network Engineering, or equivalent experience
• Obsessed about service availability and service quality. Relentless about driving closure to and solving thematic issues that negatively impact the customer journey or business.
• Proficient with system administrator concepts and best practices using Linux commands and AWS SSM/SSH
• Proficient knowledge of configuring servers, switches, camera devices, routers, VLANs, NAT/PAT
• A curious mind that leans in via researching, troubleshooting and solving problems that may not be documented or is novel with low to no supervisory direction
• Strong customer communication and service skills with the ability to work in a fast-paced startup environment

Nice To Haves

• In good standing Certified Cisco Network Professional (CCNP) certification, ability to automate and perform QA on workflows via scripts (Ansible, Python), previous project management experience

Responsibilities

• Own the installation, configuration, and activation of our on-premises equipment within our customer’s facilities and environments
• Be proficient in the configuration and management of “out of band” access
• Help with troubleshooting issues related to the installation and performance of our sensors
• Guarantee that all installations are fully tested end-to-end and ready for production
• Support our Tier 1 support team - 3rd party offshore team. This team is our first responder to any automated alerts where on-premise equipment is unstable.
• Support the on-call rotation for critical issues when Tier 1 is unable to recover critical services for our customers.
• Be an active owner in our team of customer issues, responding, troubleshooting, and providing a resolution for on-premise equipment while working remotely.
• Use our SLAs as guidelines to improve our support processes and response
• Support the team to strategize on process improvements and additional tools to reduce volume and expedite troubleshooting
• Provide our customers the best experience throughout the process in both written and verbal communications
• Participate in creating SOPs, knowledge-base articles, and cross-training other team members to support the entire service experience.
• Remote installation of our on-premise hardware which includes: Combination of Servers, PoE Switches, Network Cameras (PoE and WiFi), and our own custom hardware
• Ensure systems are configured to the quality checks for customer go-live
• Adhere to the necessary documentation
• Provide professional interaction with the customer in both written and verbal communication
• Maintain service uptime SLA and interfacing with customers
• Analyze and identify metrics to increase quality of services to maintain SLAs
• Interact with customers and vendors with community onboarding and ongoing customer support

Benefits

• A mission-driven company culture
• Fully remote
• Competitive salary & benefits, including fully paid employee premiums for Medical, Dental, and Vision
• 401k Program
• Monthly Education, Well-being & WFH stipends
• Non-accrual PTO
• Growth Potential
• Company Retreats
• Medical & Family/Parental Leave

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 101-250 employees