Customer Support Engineer

Job Opening
Job Opening

Customer Support Engineer

Silicon Valley Office - San Jose, CA


Job Description

The Customer Support Engineer (CSE) works collaboratively with the entire Signet organization to provide functional and administrative support to our customers. We support complex and integrated environments of computer software, hardware, and audio-video equipment. This position requires excellent communication skills, broad technical literacy, attention to detail, exceptional customer service, and problem-solving abilities. The CSE is the first point of contact for our customers and works collaboratively with all of Signet to support and delight our clients.

 

Responsibilities

  • Provide remote assistance to Signet clients with application configuration and administrative issues
  • Remotely triage and resolve application, infrastructure, and AV issues reported by clients
  • Work cross functionally to resolve issues within published SLOs
  • Document and publish installation, configuration, operational and troubleshooting procedures to enrich the Signet knowledge base
  • Participate in departmental and cross-team projects and initiatives
  • Provide on-site support as needed

 

Education / Experience

  • Minimum of BS or BA degree in computer science, computer engineering, electrical engineering, or a minimum of 3 years related experience
  • 2+ years of customer facing experience supporting software, computer hardware, or audio/video deployments

 

Preferred Skills / Competencies

  • Must have a multidisciplinary skillset, and strive to learn new technologies – including proprietary and unknown toolsets
  • Proven working experience in enterprise software support, cloud support, or as a software or QA engineer
  • Knowledge of networking fundamentals, hardware, and troubleshooting procedures
  • Working knowledge of Windows and Linux administration
  • Must be able to support networked (wired or wireless) solutions for AV control systems, digital signage, and embedded mobile devices
  • Knowledge of remote content distribution systems and networks
  • Experience with, and knowledge of, of video and audio encoding formats and standards
  • Knowledge of Industry, and standards, in AV systems design and integration
  • Knowledge of design and installation practices for AMX, Crestron, Extron, and Atlona control systems
  • Ability to travel domestically and internationally to provide on-site support in a professional manner

 

Nice To Haves

  • Experience writing and working with RESTful APIs, and data formats, xml, json, binary
  • Experience with database technologies such as MySQL, PostgreSQL, MongoDB, CouchDB
  • Frontend Experience developing HTML5 Applications using CSS3 and JavaScript
  • Knowledge of JS frameworks and libraries: jQuery, Angular, Famous, Raphael, ThreeJS

    JOB SITE: 630 S 1st Street, San Jose, CA 95113

    To apply, please send your resume and why you think you’re the right person for the job to careers@signet.tv with the subject line “Customer Support Engineer Position”.