JOB PURPOSE

The Support Engineer (SE) answers in-depth technical questions requiring advanced remote
troubleshooting and analysis. The Support Engineer has a key role in helping our company to
achieve its mission goal of excellent Customer / Partner satisfaction. The SE delivers responsive
and reliable solutions to partners through application of knowledge of our organization, services
and products.

PRIMARY RESPONSIBILITIES
Make every customer interaction a satisfying experience through a professional, outgoing and
personable attitude
- Resolves technical issues in complex Video Management Systems by applying advanced
troubleshooting techniques and analysis.
- Ensures that all relevant communication, documents and files related to the case are accurately
archived in the support system under the appropriate case number
- Actively participate in and contribute to managed technical support community efforts
- Provide timely & accurate status updates to customers and relevant internal stakeholders
- Represent expectations, intentions, and attitudes of customers and co-workers accurately
- Continuous effort to acquire and maintain good knowledge of Company products as well as
support procedures, practices, and policies
- Ensures that delivered solutions are documented as knowledge-based articles (if relevant) within
agreed timeframe
- Escalates support cases not within own skillsets in a timely and effective manner

PROFESSIONAL QUALIFICATIONS
- Deep understanding of IP Network technologies
- Basic knowledge of Microsoft AD user/group authentication
- Knowledge of Wireshark (or equivalent tool)
- Knowledge of WinDbg and memory dumps analysis techniques
- Good technical understanding and practical experience with Microsoft Windows operating
systems
- Good analytical skills and an aptitude for problem solving
- Must exhibit excellent written and oral communication skills
- A college degree or equivalent work experience in external software support
- Bilingual (English-Spanish speaking and writing required),

- Portuguese is a plus.

PERSONAL SKILLS
- Ability to take on increasingly challenging assignments with a 'can do' attitude and expects a
positive outcome
- Is confident of own capabilities and believes that persistence and hard work yield results
- Has good analytical problem solving capabilities
- Is open minded & shares information with others
- Gives and receives constructive feedback to strive for continuous self-improvement
- Is able to deal with conflicts in a constructive manner and can recover from dissatisfied customer
situations
- Keywords: multi-task oriented, calm, polite, clear, articulate, positive, friendly