Technical Support Engineer

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Do you want to be part of a team that constantly challenges the boundaries of what is possible with video technology? We are looking for a passionate, high-performing Technical Support Engineer to help customers troubleshoot and resolve the trickiest technical issues they encounter within their video communication solutions.

At Pexip, you will work with people who are dedicated to creating seamless and secure video communication across technology platforms. We deliver solutions to some of the most critical organizations around the world. They expect innovation, quality, safety, and technology that meets their unique needs. If you enjoy working somewhere with great energy, enjoy a fast pace, thrive with fun and lively colleagues, and want to bring secure communication to those who need it most, Pexip could be the place for you.

The Technical Support Engineer provides technical support to Pexip's partners and direct support customers experiencing issues with their Pexip products and services. This role requires strong problem-solving skills, excellent communication abilities, and a passion for providing exceptional customer service. The ideal candidate is eager to learn, adaptable, and a team player.

This position will be located in our Herndon, VA office. Flexibility and work life balance is offered.

What's the opportunity? If you enjoy the intricacies of various communication protocols, software and hardware configuration, problem solving, and can communicate your processes to others so they get as much of a kick out of it as you, then this is the job for you! The successful candidate will receive thorough training and mentorship, expanding on their existing networking knowledge and experience.

Pexip support is extremely proud of its customer satisfaction ratings and is seeking similarly enthusiastic engineers to maintain this quality. We believe in enabling people rather than managing them. Working closely with Solutions Architecture, R&D, and Documentation teams, the customer support team is at the forefront to ensure the smooth operation of the Pexip product Solutions. Role and Responsibilities:

• Work with customers or partners to troubleshoot reported problems, identify root cause, and resolve the issue
• Able to triage technical situations effectively and efficiently
• Providing escalation level support by providing guidance and direction to the Channel Partners and contracted end- customers
• Capable of evaluating multiple different resolution paths and evaluating best possible outcomes independently and with customer service owners
• Able to communicate technical issues to Channel Partners and end-customers, explain why issues are occurring and what can be done to improve the situation
• Able to effectively prioritize cases based on urgency, impact, and customer need
• Identify and recommend possible optimization tasks to customers
• Communicate and work closely with the sales team related to ongoing events with customer situations

Required Qualifications:

• 1-2 years' experience in a network technical support role or equivalent knowledge
• CCNA/CompTIA or similar certification or equivalent knowledge
• Understanding of network protocols including TCP/IP, DNS, and firewall management
• Experience in technical troubleshooting and log analysis
• Basic understanding of operating systems (Windows, Linux)
• Display strong analytical, verbal, and written communication skills
• A strong curiosity to learn and adapt to new technologies
• Must be comfortable in a dynamic atmosphere of a technical organization with a rapidly expanding customer base
• Ability to juggle a variety of complicated tasks, and be comfortable working independently with remote support
• US Citizenship required

Desired Qualifications:

• Bachelor's degree
• Possess strong presentation skills
• Experience troubleshooting a video conferencing platform or similar technology
• Experience of virtualization technologies, e.g. VMware, Hyper-V, AWS, Azure, GCP
• Familiarity with VoIP technologies is a plus
• Scripting skills (PowerShell, Python) are a plus

About Pexip:

Pexip provides a unique approach to video communication on any device and across traditionally incompatible technologies such as traditional video conferencing, Microsoft Skype for Business, WebRTC in-browser video, and mobile. Pexip software is used by organizations to overcome B2B video communications and collaboration challenges or to build new innovative ways of B2C video communications channels. The Pexip solution integrates natively with multiple technology platforms and is a part of an organization's strategic IT solution. Pexip customers exist across all industries including financial services, healthcare, government, manufacturing, legal services, education, pharmaceutical, and countless others.

The Pexip culture builds on a strong foundation of solid values. We are passionate and love what we do. We believe in the power of video communication, and together we work to enable people to communicate better and more efficiently. Every day, we are committed to making work simpler, more productive, and more efficient for all our customers. We want to make a lasting change. Pexip has HQ in Oslo, Norway, main offices in London, UK, Stockholm, Sweden, Herndon, US and Sydney, Australia, as well as sales offices across the globe.

Pexip is an equal opportunity employer and evaluates applicants regardless of an individual's age, race, color, pregnancy, gender, religion, national origin, sexual orientation, disability or veteran status. We celebrate diversity and are committed to creating an inclusive environment for all employees. Diversity and culture are what make Pexip so unique!