Technical Install 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 installation and configuration of on-premises equipment, troubleshooting, and providing technical support. You will be the primary liaison with customers, ensuring a positive experience. This role requires strong network management expertise and excellent communication skills. The position offers a competitive compensation package, including fully paid employee premiums for various insurances, equity, 401k, stipends, unlimited PTO, and various leave options.

Requirements

• Minimum 4+ years of related work experience with deploying hardware within a customer’s network and remotely managing deployment
• Minimum 3+ 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
• 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
• 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

Responsibilities

• Own the installation and configuration of our on-premises equipment within our customer’s facilities and environments
• Own the configuration and activation of our on-premises equipment
• Own 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 our Tier 1 support team - 3rd party offshore team. This team is our first responder to any automated alerts where on-premise equipment is unstable
• Support the on-call rotation for critical issues when Tier 1 is unable to recover critical services for our customers
• Be an active owner in our team of customer issues responding, troubleshooting, and providing a resolution of on-premise equipment
• Use our SLAs as guidelines to improve our support processes and response
• Support the team to strategize on process improvements and additional tools to reduce volume and expedite troubleshooting
• 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
• Remote installation of our on-premise hardware which includes: Ensure systems are configured to the quality checks for customer go-live
• Adhere to the necessary documentation
• Provide professional interaction with the customer in both written and verbal communication
• Maintain service uptime SLA and interfacing with customers
• Analyze and identify metrics to increase quality of services to maintain SLAs
• Interact with customers and vendors with community onboarding and ongoing customer support

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