Senior Support Engineer

We're growing at an incredible pace and are looking for an experienced Senior Support Engineer to join the team. The ideal candidate has a passion for Customer Support as well as meticulous attention to detail. As a Senior Support Engineer on the Engineering Production Support Team, you will be responsible for identifying and resolving complex issues that are impacting customers across the full VTS portfolio. 

Your technical skills in combination with your passion for puzzle-solving will make you successful in resolving these complex issues in a timely fashion. You will learn and become knowledgeable on the platforms that VTS integrates with for access control, work order management, payments, and smart home technologies.  

As a senior member of the team you will also provide guidance and mentorship to others on the team as needed. 

Although this is a remote position, occasional travel will be required to provide engineering support for critical and/or highly complex issues at customer sites.

• You will work daily with other support teams, integration specialists, development engineers, and quality engineers to proactively identify, triage, troubleshoot, and implement or recommend solutions to issues that are assigned to you. 
• Work independently on assigned complex software and hardware issues to resolution
• Write, maintain, and review knowledge base documentation to assist the general and specialized support functions to be more self sufficient
• Mentor and train others on the Engineering Production Support Team
• Provide knowledge transfer and training to other support teams
• Learn and become knowledgeable on the platforms that VTS uses and integrates with for access control, work order management, payments, and smart home technologies
• Provide On-Call Engineering support as needed on a rotating basis
• Make recommendations to improve systems performance, security, and scalability