Technical Support Engineer, Herndon, VA

at  Pexip

Do you want to be part of a team that constantly challenges the boundaries of what is possible with video technology?
At Pexip, you will work with people who are dedicated to creating seamless and secure video communication across technology platforms. We deliver solutions to the most socially 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.
Pexip’s Technical Support team is essential to our success and growth. 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.

WHAT’S THE OPPORTUNITY?

If you enjoy the intricacies of various communication protocols, software and hardware configuration, 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.
Pexip’s Global Support Team is flexible about working locations within the US in order to best meet our customers’ needs. This is an Escalation Level position where you will be providing guidance and direction to Channel Partners and contracted end-customers, leading them to resolution, not participating.
US Citizenship required.

REQUIRED QUALIFICATIONS:

• 5+ years relevant experience in post-sales technical support
• Good technical understanding of Microsoft Teams, Google Meet, Cisco, Avaya, Polycom, Zoom, Bluejeans, and other related partners/competitors in the visual collaboration landscape
• Strong knowledge of networking technologies including TCP/IP, DNS, and firewalls
• Knowledge of SIP, H.323, WebRTC and related technologies
• 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

DESIRED QUALIFICATIONS:

• Bachelor’s degree preferred
• Possess strong presentation skills
• Experience troubleshooting a video conferencing platform or similar technology
• Good technical understanding of virtualization technologies, e.g. VMware, Hyper-V, AWS, Azure, GCP is a plus

• Works 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 Channel Partners and end-customers, 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 team related to ongoing events with customer situations