Technical Support Engineer
Ridgefield Park, NJ

Job Description

Be visionary

At FLIR, we have a simple but ambitious mission: to develop market-leading thermal and sensing technologies which enhance everyday life. From saving energy, to saving lives FLIR is making a real difference in our world.

Our products are used in a wide array of situations to rescue people in danger, detect criminals, conserve energy, navigate safely, provide security around the globe, and protect our environment.

We are looking for individuals who thrive on making an impact and want the excitement of being on a team that wins.

Job Description

Job Summary:

The Tier 2 Support Specialist is a subject matter expert within FLIR's Global Enterprise Security team. This position serves as an escalation point for customer concerns that cannot be addressed at the Tier 1 level and as a sounding board to FLIR 's Product Management of technical product requirements. The Tier 2 Support Specialist must be able to diagnose and resolve complex customer concerns related to video management systems, edge devices, servers, thick clients, thin clients, networks, and integrated sub systems. The team member will work closely with internal team members and external customer representatives on problem identification and resolution. Must have the ability to translate complex solutions into written, customer-friendly reports and/or knowledge base articles. Create & deliver the ultimate customer experience via strong analytical and problem-solving skills while leveraging effective time management, advanced written and verbal communication skills, and superior attention to detail to accomplish tasks and goals. Must be comfortable working in a dynamic environment with constant changes and growth. Must also be comfortable with travel, sometimes on short notice, and occasional after-hours support requirements.

Detailed Description:

* Review escalated Support tickets; engage with customers by phone, email or chat to triage their concern(s).
* Log all queries, problems, and requests in Support database.
* Provide remote and on-site support as required.
* Analyze logs, Wireshark captures, Windows event logs, etc. to determine root cause of reported issue(s).
* Document "how-to" knowledge and known issues within online knowledge base.
* Deliver technical training to customers and peers on an as-needed basis.
* Process RMA requests for defective hardware.
* Report product and/or CSAT related issue to Management via appropriate platforms as they are discovered.

Requirements:

* Bachelor's degree in computer science, information systems or a related subject.
* Familiarity with MJPEG, MPEG4, H.264 and video compression technologies.
* Thorough understanding of Windows Operation Systems, especially Windows Server 2008 & 2012, including installation, troubleshooting, and management.
* 2 or more years of experience in: IP networking covering LAN and WAN hardware (routers, firewalls, etc.) configuration, wireless, low level protocol knowledge (RTP, TCP/IP, UDP), IGMP and Multicasting and configuration and maintenance of complex switched and routed networks.

Preferred Skills:

* Experience with ActiveX, JavaScript or HTML.
* Knowledge of SQL server (installation, configuration and management).
* Storage solutions (DAS, NAS, SAN).
* Solid knowledge in Camera and Image systems.
* Active Directory configuration and management.
* IIS Configuration and management.
* Understanding of server virtualization concepts.
* Experience with encryption and certificates.
* Bilingual English/Spanish a plus.

FLIR and all of our employees are committed to conducting business with the highest ethical standards. We require all employees to comply with all applicable laws, regulations, rules and regulatory orders. Our reputation for honesty, integrity and high ethics is as important to us as our reputation for making innovative sensing solutions.

FLIR is an equal opportunity employer.