Senior Technical Operations Engineer

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Requirements:

• Bachelor’s degree in Computer Science, Information Technology, or a related field.
• Proven experience in a tech/IT support role, preferably in a customer facing capacity.
• Related work experience deploying hardware within customer’s network with remote management.
• Familiarity with typical operating systems (Windows, MacOS, Android, etc.), common software applications, and hardware troubleshooting.
• Proven experience with network infrastructure, including routers, switches, firewalls, and VPNs and network monitoring tools (SolarWinds, Wireshark, etc.)
• Passionate about service availability and quality, with strong problem-solving abilities and attention to detail.
• Strong communication and interpersonal skills, with the ability to build relationships with customers, and the ability to thrive in a fast-paced startup environment.
• Willingness to travel as required to meet customer needs and work on-call shifts for issue resolution.

Responsibilities:

• Collaborate with customers to understand their technical requirements related to the deployment, customization, and maintenance of Inspiren’s hardware and software solutions.
• Provide on-site technical support, where necessary, to ensure successful implementation and usage of our products. Ensure continuous adherence to SLAs and provide timely written and verbal communications, along with the ability to effectively communicate with various stakeholders.
• Partner with the implementation managers on the installation, configuration, and optimization of software solutions in customer environments. Ensure systems are set up and running smoothly and efficiently.
• Quickly diagnose and resolve technical issues that arise during deployment and usage, ensuring their needs are met and issues are promptly addressed. Act as the first-level technical support via phone, email, or onsite visits and escalate to the engineering teams.
• Work with customers to tailor our solutions to their specific requirements. Develop and implement custom features and integrations as needed.
• Monitor network performance and troubleshoot issues to ensure optimal operation. Conduct regular network assessments and recommend improvements/optimizations to maintain performance standards.
• Create and maintain comprehensive documentation related to deployment processes, customer configurations, and troubleshooting procedures.
• Conduct training sessions for customer teams to ensure they are proficient in using our solutions and to maximize the value they derive from our products.
• Demonstrates strong leadership by collaborating effectively with cross-functional team members to develop scalable processes to enhance customer support and service stability. Exhibits proactive approach in evolving processes and experience guiding and supporting junior team members, fostering team growth, while encouraging culture of action and accountability.