Senior Technical Operations Engineer

Summary

Join Inspiren as a Senior Technical Operations Engineer and become a crucial part of our dynamic team. You will work directly with customers, leveraging your technical expertise to deploy, customize, and maintain our hardware and software solutions. This role requires strong leadership skills, proficiency in system management, and a dedication to customer satisfaction. Responsibilities include customer engagement, deployment and configuration, troubleshooting and support, customization, network monitoring and maintenance, documentation, and training. The ideal candidate possesses a Bachelor's degree in a related field, proven experience in tech/IT support, and familiarity with various operating systems and network infrastructure. The position offers a competitive salary, equity, benefits, flexible PTO, and a remote work option.

Requirements

• Bachelor’s degree in Computer Science, Information Technology, or a related field
• Proven experience in a tech/IT support role, preferably in a customer facing capacity
• Related work experience deploying hardware within customer’s network with remote management
• Familiarity with typical operating systems (Windows, MacOS, Android, etc.), common software applications, and hardware troubleshooting
• Proven experience with network infrastructure, including routers, switches, firewalls, and VPNs and network monitoring tools (SolarWinds, Wireshark, etc.)
• Passionate about service availability and quality, with strong problem-solving abilities and attention to detail
• Strong communication and interpersonal skills, with the ability to build relationships with customers, and the ability to thrive in a fast-paced startup environment
• Willingness to travel as required to meet customer needs and work on-call shifts for issue resolution

Responsibilities

• Collaborate with customers to understand their technical requirements related to the deployment, customization, and maintenance of Inspiren’s hardware and software solutions
• Provide on-site technical support, where necessary, to ensure successful implementation and usage of our products
• Ensure continuous adherence to SLAs and provide timely written and verbal communications, along with the ability to effectively communicate with various stakeholders
• Partner with the implementation managers on the installation, configuration, and optimization of software solutions in customer environments
• Ensure systems are set up and running smoothly and efficiently
• Quickly diagnose and resolve technical issues that arise during deployment and usage, ensuring their needs are met and issues are promptly addressed
• Act as the first-level technical support via phone, email, or onsite visits and escalate to the engineering teams
• Work with customers to tailor our solutions to their specific requirements
• Develop and implement custom features and integrations as needed
• Monitor network performance and troubleshoot issues to ensure optimal operation
• Conduct regular network assessments and recommend improvements/optimizations to maintain performance standards
• Create and maintain comprehensive documentation related to deployment processes, customer configurations, and troubleshooting procedures
• Conduct training sessions for customer teams to ensure they are proficient in using our solutions and to maximize the value they derive from our products
• Demonstrates strong leadership by collaborating effectively with cross-functional team members to develop scalable processes to enhance customer support and service stability
• Exhibits proactive approach in evolving processes and experience guiding and supporting junior team members, fostering team growth, while encouraging culture of action and accountability

Benefits

• Medical, dental, and vision
• Flexible PTO
• Remote, US