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Technical Software Product Support Engineer

Posted 2024-10-26

View full description

💎 Seniority level: Senior, 8+ years

📍 Location: United States of America

🔍 Industry: Elevator and escalator manufacturing, installation, and service

🏢 Company: REC_Ext_Gateway

🗣️ Languages: English

⏳ Experience: 8+ years

🪄 Skills: AgileIoTProduct ManagementProduct DevelopmentStrategyAzure

Requirements:
  • BS or BA degree in Computer Science, Management and Information Systems, or other relevant degree.
  • 8+ years of experience, including remote technical support experience.
  • Understanding of networking fundamentals including network security, firewalls, L2/L3, VLANs, VPNs, and proxies.
  • Basic understanding of cybersecurity requirements.
  • Strong communication skills with various organizational levels.
  • Familiarity with databases, web servers, mobile applications, UI/UX, and integration.
  • Strong technical root cause analysis capabilities.
  • Ability to navigate in a Linux environment.
  • Customer-focused with a collaborative approach.
Responsibilities:
  • Communicate and consult with customers to derive their requirements.
  • Represent the technical capabilities of Otis products to customers.
  • Identify industry trends and drive strategy with Product Management.
  • Interface with the Otis cyber organization.
  • Review and respond to customer specifications and surveys.
  • Provide technical support during networking rules implementation for Otis digital products.
  • Develop and define tools for troubleshooting networking issues.
  • Create and administer product certificates.
  • Collaborate with engineering on connectivity and subscription solutions.
  • Plan and deploy over-the-air updates to supported digital products.
  • Develop custom networking solutions for major projects.
  • Perform technical root cause analysis of field issues.
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