Position: Product Support Engineer(L3)
Company: GlobalLogic
Category: Support
Experience required: 2y
English level: upper

**Description:**

A state-of-the-art solution for voice, video and screen recording, playback and analysis for Public Safety customers worldwide.

It is the most powerful call logging software solution available today, specifically designed to meet the mission-critical needs of the Public Safety emergency communications environment.

It reliably logs and synchronizes 911 calls, including digital, analog, and VoIP calls, conventional and P25 radio transmissions, text–to-911 interactions, video, images, console screens, locations from geographic information systems (GIS), and integrated feeds from other sources such as CCTV video.

You will assist product teams to successfully introduce new products/versions, and champion supportability and preventative action on behalf of our customers.

**Requirements:**

– Excellent written and spoken English.

– Knowledge of Windows Server and Client technology.

– Knowledge of CTI, IP networking, VOIP, web server/CGI front-ends, database (MSSQL).

– Efficient, effective and respectful communication skills both with customers and within internal departments.

– Methodical troubleshooting, technical skills and attention to detail used in diagnosing problems and reproducing issues in a local environment.

– Multi-tasking and time-management to prioritize and switch between varied tasks.

– Remain focused and calm under pressure.

– Be flexible with working hours when needed to address critical or urgent matters.

**Nice to have:**

– Technical writing skills.

– Programming and/or scripting experience.

– Knowledge of video, sensors or audio would be an advantage.

– Higher education qualifications in science or technology subjects. A degree-level qualification is desirable.

– Relevant technical customer support experience preferred, particularly within a Public Safety environment. Understanding what represents good ‘customer service’ and how to deliver it is essential.

**Responsibilities:**

– Provide in-depth and thorough technical support on a wide range of Public Safety solutions.

– Work effectively with staff in all areas of the business to provide timely and long-term resolutions, escalating when appropriate to management and/or R&D.

– Take into account technical and commercial relationships with end-users, partners and service providers.

– Set up equipment to enable replication of customer issues and use remote access tools to diagnose and repair without jeopardizing customer data or operations.

– Develop documentation and tools to improve the supportability of our solutions. Look for ways to innovate, share information and improve customer satisfaction.