Network Solutions Engineer

Summary

Join SafelyYou, a rapidly scaling AI company focused on improving care for those with Alzheimer's and dementia, as a Network Solutions Engineer. You will play a crucial role in supporting the successful deployment of our solutions at customer facilities. Responsibilities include pre-sale support, network assessments, installations, troubleshooting, and developing support playbooks. This position requires strong network management expertise, excellent communication skills, and a commitment to quality. The ideal candidate possesses extensive experience in Linux system administration and network deployment. SafelyYou offers a competitive compensation package, including fully paid employee premiums for various insurances, equity, 401(k), stipends, unlimited PTO, and various leave options.

Requirements

• Provide professional interaction with the customer in both written and verbal communication
• LAN and WLAN network architecture, advanced knowledge of DHCP, VLAN, static routing, and IP addressing
• Hands-on experience with WiFi site surveys and RF analysis processes and reports to ensure optimal coverage, reliability, and capacity
• Hands-on experience integrating with customer’s network security and compliance technology across different platforms and vendors
• Advanced Linux System management, including NVIDIA GPU, network interface configuration, and troubleshooting
• Working knowledge of SSM, Docker, and Grafana, ability to assess a system's health and diagnose issues using reporting and common CLI
• Knows how to communicate to both technical and non-technical audiences with a high degree of professionalism
• Apply system management and hardware installation skills to troubleshoot, diagnose, and resolve issues in a timely manner
• Leverage Linux skills and attention to detail to ensure a perfect network deployment process every time
• Maintain service uptime SLA and interfacing with customers
• Identify metrics to increase quality of services to maintain SLAs
• Interact with customers and vendors with community onboarding and ongoing customer support
• Drive discipline in documenting evolving processes that require adaptability and nimbleness
• Perform on-call rotation support
• Collaborate with other teams to drive new processes that scale customer support that elevates the customer experience and service stability
• Minimum 3+ years of related work experience with deploying hardware within a customer’s network and remotely managing deployment
• Minimum 6+ years of related work experience as a Linux System Administrator
• Bachelor's degree in a technical discipline, such as Information Systems, Network Engineering, or equivalent experience
• Proficient with system administrator concepts and best practices using Linux commands and AWS SSM/SSH
• Proficient knowledge of configuring servers, switches, camera devices, routers, VLANs, NAT/PAT
• Obsessed about service availability and service quality.  Relentless about driving closure to and solving thematic issues that negatively impact the customer journey or business
• Strong customer communication and service skills with the ability to work in a fast-paced startup environment
• A curious mind that leans in via researching, troubleshooting and solving problems that may not be documented or is novel with low to no supervisory direction

Responsibilities

• Support sales demos or inquires with customer IT management to answer any questions related to implementation and network infrastructure requirements to support SafelyYou services
• Own WIFI network assessment process, requirements, and vendor expectations for assessment delivery and remediation quotes
• Develop network remediation processes with vendor and customer IT to ensure quality outcomes and timely execution
• Own network remediation plans and implementations with vendors. Ensure quality installation and post implementation validation is met
• Support the installation and configuration of our on-premises equipment within our customer’s facilities and environments
• Support the configuration and activation of our on-premises equipment
• Support the configuration of our “out of band” access infrastructure
• Help with the installation of our sensors
• Guarantee that all installations are fully tested end-to-end and ready for production
• Support Act as primary lead for network related cases
• Develop playbooks for troubleshooting to enable Tier 1 and Tier 2 to support
• Evaluate current playbooks and systems for process improvement opportunities
• Work with Engineering to develop tools to monitor and support implementations and service availability
• Support the on-call rotation for critical issues when Tier 1 is unable to recover critical services for our customers
• Use our SLAs as guidelines to improve our support processes and response
• Give the customer the best experience throughout the process in both written and verbal communications
• Participate in creating SOPs, knowledge-base articles, and cross-training other team members to support the entire service experience

Preferred Qualifications

• In good standing Certified Cisco Network Professional (CCNP) certification
• Ability to automate and perform QA on workflows via scripts (Ansible, Python)
• Previous project management experience

Benefits

• A mission-driven company culture
• Fully remote
• Competitive salary & benefits, including fully paid employee premiums for Medical, Dental, Vision, and Life Insurance
• Company Equity: An opportunity to share in the company’s success through ownership, allowing you to directly benefit from the growth and impact you help create
• 401(k) Program
• Company laptop
• Monthly Education, Well-being & WFH stipends
• Unlimited PTO
• Growth potential
• Company retreats
• Medical & Family/Parental Leave
• Bereavement Leave
• Jury Duty Leave
• Reproductive Loss Leave
• Professional development opportunities