Technical Support Engineer

Who We Are:

Hi! We're Carbyneand we are on a mission to help Public Safety Agencies save lives every day. As the leader in emergency collaboration technologies, we're building a platform that brings operational improvement and game-changing capabilities to people in crisis, such as live video, instant chat, and location tracking. Our platform unifies the flow of life-saving information to emergency call centers, so they can handle emergencies faster than ever, and get to the right people, in the right place, at the right time. We currently provide services to over 400 million people in over eight countries worldwide, and partner with Amazon, Microsoft, AT&T and others to deliver life-saving technologies. Want to join our mission-driven team? Read on.

Headquarters: New York City, New York

Current Headcount: 180 People and counting?.

Carbyne Website

Recent Press

Techcrunch article: Carbyne raises $56M Series C

About the role:

As a Technical Support Engineer at Carbyne, you will play a pivotal role in ensuring our customers receive exceptional support. You will work closely with both customers and internal stakeholders, handling complex technical issues related to our SaaS products while adhering to strict Service Level Agreements.

Your day-to-day responsibilities will include diagnosing logic errors, logging bugs, helping prioritize and communicate fixes, and driving improvements in the overall quality of our customers experience with Carbynes products. This is a Tier 2 support role, which means you will handle escalated tickets that require in-depth technical knowledge and problem-solving capabilities.

Here's what you'll be working on:

• Collaborate with clients, Customer Success, and on-field Support Teams to resolve intricate issues within Carbyne's platform and optimize functionality.
• Elevate critical issues internally, ensuring prompt response, meticulous testing, and effective resolution communication.
• Identify and report bugs, working with Engineering & QA teams to prioritize fixes for enhanced customer satisfaction.
• Analyze and diagnose issues involving networking methodologies, SIP call flows, and integrations with third-party systems.
• Clearly articulate issues affecting service to both customers and internal teams, fostering transparent communication.
• Methodically verify issue resolution, ensuring a comprehensive troubleshooting process.
• Execute internal processes for efficient and scalable support operations.
• Partner with cross-functional teams, translating customer needs and feedback into innovative solutions.
• Contribute to knowledge base development, ensuring solutions to common problems are documented and easily accessible.

Requirements

• Minimum 3 years in a Technical Support/Network engineering role within SaaS or a global company.

• Proficient in Jira, Zendesk, monday.com, or equivalent platforms.
• Extensive familiarity with monitoring tools such as Datadog, Kibana, PRTG, WireShark, OpsGenie.
• In-depth knowledge of network monitoring tools, SNMP, Syslog protocols.
• Competence in workstation management, including Microsoft AD, DHCP, DNS services.
• Adept understanding of IP technologies within analog gateways (SIP, RTSP, RTMP, SIP-to-PSTN gateways, WebRTC).
• Familiarity with SIP call flows and troubleshooting telecommunication systems.
• Proficient in SQL, AWS Cloudwatch queries.
• Expertise in networking and the OSI Model.
• Thorough understanding of the escalation process and analysis of complex issues.
• Proficient in reading and comprehending complex logs.
• Knowledgeable about firewall, proxy configuration, and Windows internals.
• Expertise in crafting tailored procedures and comprehensive customer documentation.
• Experience in developing training materials for internal users.
• Creative, analytical problem solver with a proven track record of independent work success.
• Familiarity with SaaS-based product support and troubleshooting.
• Ability to distill complex concepts into layman's terms.
• Inclination and capability for self-learning new technologies.
• Proactive approach, constantly seeking to innovate and enhance support processes.
• High attention to detail and organizational skills in a fast-paced, complex environment.
• Standard working hours - Mon-Fri 11:00-20:00 EST
• Flexibility to work on weekends and holidays if needed and willingness to travel (~15%)
• Customer service-oriented with a passion for assisting others.

Benefits

• Comprehensive medical, dental, and vision insurance

• 401k, matching up to 4% of your salary
• Parental Leave Policy
• Unlimited vacation days
• Sick days
• Competitive options plan
• Health and Wellness Benefits

Our Promise:

Carbyne believes that every person has a right to equal employment opportunities without discrimination due to race, ancestry, place of origin, color, ethnic origin, citizenship, creed, sex, sexual orientation, gender identity, gender expression, age, marital status, family status, disability, pardoned record of offenses, or any other basis protected by applicable law. We also strive for a healthy and safe workplace and strictly prohibit harassment of any kind.

With Carbyne, Every Person Counts.

Note: We are unable to support employment visas at this time.