T3 Professional Services Support / Deployment engineer

Qognify is seeking to hire an experienced services team engineer to join our Deployment and Support team.
If you want to take part in resolving complex integration issues, deploy and configure the company’s Physical Security and Incident Management software worldwide, help and train our customers from the world’s leading enterprises to secure their business and build and get most of our products, this is the job you’ve been looking for!

Skills, Knowledge, Talents, Experience

  • Must have at least 3 years’ experience working as customer support engineer or deployment engineer.
  • Must have experience MS Windows Server OS 2008 R2, 2012 R2, 2016 and MS Windows 7, 8, 10 (troubleshooting and optimization).
  • Must have experience with DBs and T-SQL scripting: queries, functions, stored procedures, DB maintenance (MS SQL).
  • Must have networking fundamentals knowledge (TCP/IP, HTTP/HTTPS, SSL/TLS protocols, LAN, WAN, VLAN). (Cisco CCNA certification is a plus).
  • Experience with virtualization software VSphere (VMWare) is a plus.
  • Knowledge of programming languages .NET C#, HTML is a plus.
  • Experience working with NetSuite/Salesforce/Jira or other support cases software is a plus.
  • Experience with VMS/CCTV, ASC, Alarm Panels, other Physical Security products is preferred.
  • Fluent in English is a must.
  • Willing to be on call roughly a week per month.
  • Self-learning ability, self-motivated and team player.
  • Well organized, good communication skills and reporting.
  • Representativeness & strong customer facing skills.
  • Excellent interpersonal capabilities.
  • Demonstrated problem solving, troubleshooting and analytical skills.

Responsibilities

  • Deploy software on-site or remotely.
  • Own / handle and lead the resolution process for the cases raised by our customers.
  • Ability to perform log level analysis.
  • Handle the communication between R&D and Customer.
  • Constant monitoring on the case status.
  • Communicate with customers directly via telephone and e-mail in a professional manner and send regular updates until the case gets resolved.
  • Ensure customers are satisfied Prior closing the case.
  • Prepare RCA & submit to customer for critical cases (if required).

Measures of success

  • Number of cases processed.
  • Customer satisfaction.

Other Requirements

  • Travels in Israel up to 25% of work-time (trips abroad are rare, but possible).

Education

  • Bachelor’s Degree in Computer Science / Software Engineering.

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