Technical Install Engineer

Summary

Join SafelyYou, a rapidly scaling AI company focused on improving care for those with Alzheimer's and dementia, as a Technical Install Engineer. You will play a crucial role in deploying and supporting our solutions at customer facilities. Responsibilities include installing and configuring on-premises equipment, troubleshooting technical issues, and providing excellent customer support. This role requires extensive experience in network management, Linux system administration, and customer communication. The ideal candidate is obsessed with service availability and quality, possesses strong problem-solving skills, and thrives in a fast-paced startup environment. SafelyYou offers a competitive compensation package, including fully remote work, comprehensive benefits, and opportunities for professional development.

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
• 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
• 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
• 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