Tier 2 Customer Support Engineer
Hackensack, NJ

Job Description

About Us

Vidyo is the leader in integrated video collaboration for businesses that require the highest quality, real-time video communications available to directly embed into their business processes. Millions of users around the world visually connect every day with Vidyo's secure, scalable technology and cloud-based services. Vidyo has been awarded over 170 patents worldwide and is recognized by industry analysts for its cloud platform and APIs. Thousands of enterprises, service providers, and technology partners leverage Vidyo's technology to create innovative HD quality video-enabled applications.

We envision a future in which hospitals, banks, universities, police stations, data centers, manufacturing facilities and all places in between see elegant video chat as the sustainable and intuitive way for humans to better connect with one another - making us more productive while saving tons of time and resources. From Silicon Valley to New York, Europe, Asia-Pacific and beyond, Vidyo is one of the most diverse teams in tech, with hundreds of gifted employees living and sharing their experiences all over the world. We are beyond excited about what we're building, and believe our mission is just getting started.

The U.S. video PaaS (Platform-as-a-Service) market is expected to grow from $44 million in 2015 to $1.7 billion in 2020. If you want to help us make video chat the best way to communicate, on a collaborative, smart and fun team, please apply now! Don't see the right job right now? Say hi anyway! We're always looking for passionate and curious people to join the team.

Vidyo's customer base is expanding and we are in need of a Tier 2 Customer Support Engineer to join our growing team in Hackensack, NJ to provide a high level of expertise and an exceptional quality of service to the Company's partners, external and internal customers.

Role: Tier 2 Customer Support Engineer

Location: Hackensack, NJ

What you'll do:

* Take full ownership and control of an issue without supervision, to develop and maintain excellent relationships with all of our customers and partners, and to help in continuously improving the support service to maintain a high level of customer satisfaction
* Interact directly with the Company's partners and provide Level 2 technical support
* Resolve technical issues in a timely manner
* Manage simultaneous customer cases in highly demanding environment and resolve issues using company internal knowledge base
* Determine problems and deliver known solutions by translating general directions into specific objectives, priorities, and action steps
* Solve problems by adapting previous solutions to fit new conditions
* Acquire and maintain current knowledge of relevant product offerings and support policies in order to provide technically accurate solutions to customers and record these resolutions for general use
* Accurately and completely document problems and solutions on case notes
* Use phone/email/video consultation to debug network system problems of increasing levels of complexity
* Notify the management team of any potential escalations or complex problems in a timely manner
* Maintain interaction with Sales force and Professional Services to insure customer needs are met and growth opportunities are maximized
* Night and weekend on-call duty required on a rotating basis
* Occasional domestic and international travel

Who you are:

* Bachelor's degree in electrical engineering, computer science or a related field preferred.
* In lieu of formal education, candidates must have a minimum of 5 years of directly applicable, progressively responsible experience in a technical environment enabling the learning of the requisite knowledge, skills and abilities.
* 2 years in one or more of the following functions within an IT Vendor, Network Services
* Provider, VAR or Systems Integrator: Training, Technical Support, Customer Service, Field Service, Technical Operations, Help Desk or Professional Services.
* Technical knowledge of 2 or more of the following required: Network Equipment, Digital Video Products Videoconferencing applications, Operating Systems.
* Knowledge of IP Networking, including routing protocols and VoIP, SIP, H.323, videoconferencing applications.

A Plus

* Any of the following certifications or equivalent hands-on experience is an advantage:
* Cisco certification of at least a CCNA
* Microsoft Certified System Engineer (MCSE)
* Knowledge of Digital Video products (MPEG4, H.264).
* Knowledge of SIP and H.323, switch & amp; router configuration.
* Experience in LAN networking including in-depth knowledge of TCP/IP protocols

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