Customer Support Engineer

Hackensack, NJ

This position requires excellent customer management skills, development and technical skills, and expertise with various Video Conferencing environments. SaaS solutions is a plus. Successful candidates should have a high energy level and the ability to communicate clearly and effectively with both business and technical audiences.

What you’ll do:

  • Interact directly with the Company’s partners while providing technical support
  • Resolve technical issues in a timely manner
  • Manage simultaneous customer cases in highly demanding environment and resolve issues using company internal knowledge base
  • Develop and maintain excellent relationships with our customers and partners, and help in continuously improving the support service to maintain a high level of customer satisfaction
  • Determine problems and deliver known solutions by translating general directions into specific objectives, priorities, and action steps
  • Acquire and maintain current knowledge of relevant product offerings and support policies in order to provide technically accurate solutions to customers and record these resolutions for general use
  • Accurately and completely document problems and solutions on case notes
  • Use phone/email/video consultation to debug network system problems of increasing levels of complexity
  • Notify the management or escalation team of any potential issues/escalations or complex problems in a timely manner
  • Maintain interaction with Sales force and Professional Services to insure customer needs are met and growth opportunities are maximized
  • Night and weekend on-call duty required on a rotating basis
  • Occasional domestic and international travel

Who you are:

  • 3+ years of experience in an external customer-facing support role, preferably in an unscripted environment. Candidates from an A/V background will be considered if they have appropriate networking experience/knowledge
  • Demonstrated ability to use common sense and rational decision-making to dynamic situations
  • Prior experience providing phone and email support – Video Conferencing support is a PLUS
  • Ability to triage and code cases appropriately
  • Associate’s degree in electrical engineering, computer science or a related field; Bachelor’s degree preferred
  • Previous experience providing Technical Support, Customer Service, Field Service, Technical Operations, Help Desk or Professional Services
  • Previous experience in systems administration

A Plus

Any of the following certifications or equivalent hands-on experience is an advantage:

  • Cisco certification of at least a CCNA
  • Microsoft Certified System Engineer (MCSE)
  • Knowledge of Digital Video products (MPEG4, H.264)
  • Knowledge of SIP and H.323 , switch & router configuration
  • Experience in LAN networking including in-depth knowledge of TCP/IP protocols
  • Experience in one of the following languages: Java, .NET, Node.js, PHP, Python, Ruby
  • Chef/Puppet experience
  • Virtualization experience

Please forward your resume to  Reference Support – NJ in subject line.