Professional Services Engineer

Description
Who We Are
Hi! We're Carbyne and we are on a mission to help emergency call centers save lives every day. As the leader in emergency collaboration technologies, we're building a platform that brings game-changing capabilities to people in crisis, such as live video, instant chat, and location tracking. Our platform unifies the flow of life-saving information to emergency call centers, so they can handle emergencies faster than ever, and get to the right people, in the right place, at the right time. We currently provide services to over 400 million people in over eight countries worldwide, and partner with Google, Cisco, Amazon, and Microsoft to deliver life-saving technologies. Want to join our mission-driven team? Read on.
Headquarters: New York City, New York
Current Headcount: 180 People and counting....
Carbyne Website
Carbyne Corporate Video
Carbyne APEX Launch in RGCOG, TX
Carbyne APEX Launch in New Orleans, LA
About the role
Carbyne is looking for a highly motivated professional service engineer to work on the most advanced public safety technology for emergency services. You will lead onboarding and provide ongoing support to national first responders worldwide, such as 911 centers in the US.
Our ideal candidate has the ability to carry out project implementation, maintain documentation of deployments, perform technical trainings, and maintain knowledge transfer of the complete implementation. In addition, you will periodically be responsible for providing post-implementation support of Carbyne's national real-time emergency communication platforms.
As part of this diverse role, you will be responsible for activities ranging from pre-sale support to operational deployments and technical support activities. You will be leading onsite and remote installations to Carbyne's SaaS products and remote upgrades of Carbyne's PBX and call-taking platform, and you will also play an important role in the customer's site and system architecture by following Carbyne's best practices and your strong technical experience. Furthermore, you will join a passionate team and will be able to innovate, influence, transform, inspire, and grow within the Global Operations organization.
You will work closely with Carbyne's Customer Success and Technical Support teams as well as with Product, Engineering and Marketing teams to deliver your customers the best solution with professional experience.
Here's what you'll be working on

• Plan and design end-to-end project deployment activities
• Provide and/or coordinate off-hour installation and post-implementation support as needed
• Contribute to the development and maintenance of installation processes and support documentation
• Provide quality service to customers and partners
• Work closely with customers to provide advanced technical training/knowledge transfer of each customer deployment

Requirements
You might be a great fit if

• At least 4 years of experience with VoIP as an IT or infrastructure engineer with the knowledge of PBX and Call-Center deployments
• At least 3 years of experience as a professional services engineer, or in a similar high-tier role in a global company including Establishing new sites and environments, performing in-depth analysis of technical faults, logging analysis, and reproduction of technical problems in a lab environment
• Experience in SaaS-based product support & troubleshooting
• Proven knowledge and experience in networking, IP connectivity, and the OSI model (1-7 Layers)
• Experience with building infrastructure to collect, prepare and analyze logs, telemetry, and monitoring data
• Experience with configuring routers and firewalls
• Ability to drive results effectively for multiple projects and/or tasks simultaneously
• Strong verbal and written communication skills, including the ability to interact with senior leaders
• Ability to communicate effectively and work under pressure, think "out of the box" and develop creative solutions
• An outstanding analytical thinker and problem solver, comfortable working in data analytics, and able to resolve complex problems independently
• Possess attention to detail and a sense of urgency
• Willingness to travel to customers, up to 30% of the time

Bonus points for

• Experience within the public safety industry, with ENP Certification / NG911 experience
• Knowledge with Cisco, Avaya or Open Source PBX platforms
• SNMP, Syslog protocols knowledge, used and configured monitoring platforms
• Knowledge in managing Active Directory, DHCP, and DNS services
• Windows serverworkstation support experience
• Understanding of common IP technologies including SIP, RTSP, RTMP, SIP-to-PSTN gateways, SIP Trunking, Wowza, WebRTC
• Ability to comprehend/write SQL and AWS Cloudwatch queries
• Experience in Windows PowerShell scripting or other scripting languages
• The ability to speak additional languages

What else we're looking for
Carbyne's responsibility is great, and so are our people. People at Carbyne choose us because they see how much each person matters, contributes, and counts.
We're a mission-driven team with a strong set of values. We take them pretty seriously here at Carbyne and want to make sure that anyone who joins our team takes them seriously, too. If you grabbed coffee with any of our team members, you would see that we:

• Excellence - Thrive to create great things. Mistakes create innovation, collaboration, and authenticity - people can be themselves - ask any questions, and see mistakes as opportunities to learn, to get better.
• Responsiveness - Adaptive to new situations, new people, clients' expectations, solving problems fast and together.
• Simplicity - Listening, thinking, smart solutions, tools that work for you and for our customers, Services that warm the heart, Delivery that makes the complex simple.
• Warmth - To collaborate with our internal teams and partner with our clients, we must show our empathy, warmth, and mutual respect. It's a big part of who we are at Carbyne.
• Reliability - Everyone takes responsibility and is very proactive.
• Tech forward, to keep people first - Our consistent, unyielding drive to iterate and improve is linked to our desire to manifest real change for the people who use our tools every day.

With Carbyne, Every Person Counts.
Benefits
Benefits and perks - because you matter

• Comprehensive health insurance
• 401k, matching up to 4% of your salary
• 12 weeks of full payment for maternity leave
• Unlimited vacation days
• Competitive options plan
• Reimbursement for internet and phone expenses
• One-time budget for purchasing home office settings
• Reimbursement for commuter expenses (if you work in the office)
• Unlimited Udemy courses
• Meal plan ($13/day)

Carbyne believes that every person has a right to equal employment opportunities without discrimination due to race, ancestry, place of origin, color, ethnic origin, citizenship, creed, sex, sexual orientation, gender identity, gender expression, age, marital status, family status, disability, pardoned record of offences, or any other basis protected by applicable law. We also strive for a healthy and safe workplace and strictly prohibit harassment of any kind.
Note: We're unable to sponsor employment visas at this time.