Senior Customer Support Engineer Vbrick Systems, Inc.
Herndon, VA

Job Description

Who we are:

Vbrick's mission is to simplify the complexity of creating, managing and delivering video for use within the enterprise helping organizations unleash the power of video. Customers use Vbrick to seamlessly embed video communications within their core business applications including corporate communications, live executive broadcasts, sales and employee onboarding, product training and knowledge transfer, distance learning and marketing. With more than a thousand customers in over 100 countries, Vbrick is a leading provider of enterprise video platforms.

Title: Senior Support Engineer

About the Job:

Do you have a sharp analytical mind, a passion for solving difficult customer technical issues and a strong commitment to extraordinary customer success? If so, we want to talk to you!

This is a critical role as it's the main point of escalation for all Vbrick customer support inquiries. Inquiries may include, but are not limited to Vbrick hardware and software product functionality issues, implementation issues, and technical problems. This position will use their experience and knowledge of Vbrick products to investigate, diagnose, and resolve issues in the most efficient way possible. The Senior Support Engineer is the primary source of information for the client, partners, and employees. This position requires knowledge of enterprise-level applications, relational databases, query language, IIS, Web-based application servers, and networking. The candidate must possess or be able to ramp up to expert level in Networking, Windows Servers, Web-based applications, IIS, Streaming Video, and LDAP structures.

What you'll do:

Provide remote support via telephone, email, remote connection software, and instant messaging for both application usage and technical issues.

Troubleshoot customer problems to identify solutions or software defects.

Use of Salesforce Service Cloud software to track internal and external customer interactions.

Coordinate with other departments to identify defects and resolve issues. Install and configure test environments.

Assists with the testing of software releases, patches, and bug-specific development.

Understand, troubleshoot, and resolve customization, connectors, installation, configuration, upgrade/update, and migration issues.

Develop and share knowledge base entries and product best practices.

Simulate customer systems when necessary in the Support Services Lab to verify customer complaints and/or observations.

What you'll bring:

5+ years' experience in customer support positions, preferable in support of larger, enterprise-level applications. It is also required that this time be spent in escalation positions, and not on an inbound call center line where the primary responsibilities revolve around working off scripts.

5+ years' working experience and expert level knowledge in integration of Networks including: LAN, WAN, 10/100/Gig Ethernet, Firewall, and TCP/IP.

Experience with enterprise video implementations and support highly desired

Ability to utilize high level critical thinking and integrate highly technical concepts into practical situations without the use of a previously written knowledge article or an established procedure.

Excellent communication skills both written and verbal.

Promote and maintain a high quality, professional, service oriented company image.

Working knowledge with Unix/Linux based operating system a plus.

VPNs network security, and cabling infrastructure a plus.

Good understanding of relational databases a plus.

A little about us:

Fast paced, high energy and collaborative environment

Flexible hours and 4 weeks of PTO to enjoy life!

Competitive compensation, stock options and generous benefits

Monthly catered lunches and well stocked snacks

Wellness initiatives and game nights to keep the mind and body healthy

Vbrick Systems, Inc. is an Equal Opportunity Employer