Customer Success Solutions Engineer

COMPANY BACKGROUND

Canopy, previously known as Banyan Hills Technologies, was established in 2013 to simplify the remote monitoring and management of unattended devices. Today, we offer a leading Remote Monitoring and Management (RMM) software platform that simplifies device management and minimizes downtime for technical support teams.

For our employees, Canopy aims to provide a nurturing environment where individual aspirations align with the company's growth. Our journey has been entrepreneurial in nature, including times where we chose the road less traveled to maximize the long-term value for Canopy’s employees and customers. We’re not afraid to admit that our experience has included heart-breaking failures, inspiring successes, and plenty of luck: all of which we’ve learned from and has been core to the development of our product.

Today, Canopy helps customers support over 1 million devices across six continents and has been recognized by Inc. 5000, Backed by ATL, Venture Atlanta, and IoT Innovations. Despite all our achievements, we know it’s not about where we’ve been, but where we’re going. We recently closed a growth capital raise that will allow us to accelerate the next phase of the company’s growth. To that end, we’re expanding the team and talent that will help Canopy reach its full potential. 

Our future is incredibly exciting, and we are looking to build a world-class team of individuals who share a deep desire to go do something big, who possess an entrepreneurial level of endurance, who have a positive attitude, and who aspire to fulfill a greater purpose in both their personal and professional lives.

JOB SUMMARY

This job is intended for a Customer Success Solutions Engineer who has experience working in a variety of scripting languages (Powershell, Bash, Python, Batch), Systems (Windows, Linux, Embedded, IOT), and technologies (SQL, HTML, REST, TCP/IP), and can apply those skills to build solutions to manage devices, software, data, and configuration on IoT edge devices.

As a CS Solutions Engineer, you will be responsible for shaping and developing solutions that leverage our remote device management platform (Canopy) to interface with various technologies at the IoT device edge, to help customers effectively monitor and manage their device-based solutions. The team member in this role will exercise independent judgment and is encouraged to think creatively and to bring innovative solutions and technologies to bear for solving challenging requirements. Canopy encourages questioning the status quo and experimenting with new methodologies.

RESPONSIBILITIES AND DUTIES:

o  Job Expectations:

§ Strong ability to learn and adapt to modern technologies and challenges.

§ Able to work with a wide range of management, leadership styles, teams, challenges, while maintaining a positive attitude.

§ Works well in an environment where change is ongoing, priorities are shifting, and assignments may not always reach completion.

§ Identifies more/less critical assignments and adjusts priorities as appropriate.

§ Plans and organizes daily work in an effective manner to achieve goals and deadlines.

§ Performs and completes appropriate quantity of tasks consistently, thoroughly, accurately, and in a timely manner.

o  The Successful Candidate will lead a cross section of the following duties:

§ Software development and software testing methodology

§ Configuration management

§ Data analysis

§ System documentation, including updating JIRA tickets, adding stories, etc.

§ Learns standard development toolkits

§ Writes detailed system documentation

§ Implements processes and frameworks

QUALIFICATIONS:

·      Education:

o  Bachelor’s Degree in Information Technology, Computer Sciences, or an equivalent combination of education and experience.

o  3+ years of related Solutions Engineering, System Administration, or other technology related experience.

·      Able to Demonstrate the Following:

o  Proven ability to work on close-knit teams

o  Business communication skills (verbal, written, and interpersonal)

o  Critical thinking, analysis, and problem solving skills

·      Technical Skills (Not all required, but the more the better):

o  Project lifecycle processes, including design, testing, implementation, and support.

o  Agile software development methodologies, values, procedures, and tools such as the Atlassian suite including JIRA and Confluence.

o  Experience in working in a DevOps-oriented culture that prioritizes continuous integration and continuous deployment.

o  Working knowledge of the basic internals of various OS platforms, including Windows, Linux, Mac, Android, IOS, embedded (CMD Line, Linux, Shell, Registry, Scheduled Tasks, Service Management, CRON, Processes, SSH, PGP, MDM, APT, RPM, etc.)

o  Able to code in various scripting languages – Bash (and/or other shells), Batch, PowerShell, Python, Groovy, GoLang, JavaScript

o  Other various technologies – Docker, AWS, S3, Azure, Postman

UNDERSTANDING THE CANOPY WORK ENVIRONMENT:

·      At Canopy we are obsessed with the impact that exceptionally designed technology can have when implemented correctly. We are not intimidated by what most consider to be too complex, in fact we crave the opportunity to participate in the most challenging of problems.

·      Our team is composed of individuals that understand that strong relationships with each other, our families, and our customers serve as the foundation for sustained success. Integrity shapes all of our decision making, establishing the strongest level of trust between each other and all those that we interact with.

·      We love everything about business, and focus on hiring talent that possesses the desire, endurance, and capability to thrive through the ups and downs of being entrepreneurial. We appreciate that technology is only truly exceptional when it demonstrates the ability to effectively enable the business.

·      Every employee at Canopy possesses an unquenchable thirst for continued learning, resulting in a humble but unparalleled drive to become stronger and smarter. Our ability to consistently deliver measurable results is seen as extraordinary by our customers, and to us simply an expected outcome to a commitment that we've made. Our undistracted purpose is to leverage Canopy’s strengths to help our customers prosper in the increasingly evolving world of technology.

·      We place importance on taking the necessary time to pause and celebrate our journey together, maintaining a young spirit that values fun in the workplace and thoughtful recognition of our accomplishments.

·      We are disciplined financially and invest the results of our successes back into Canopy and in the communities in which we operate. We're focused on continuously strengthening our infrastructure and in parallel giving life to new products and affiliated businesses that are aimed at creating new value for our partners and customers.

Canopy is an equal opportunity employer, and we value diversity at our company. We don't discriminate on the basis race, color, citizenship status, national origin, ancestry, gender (including gender expression and gender identity), sexual orientation, age, weight, religion, creed, physical or mental disability, marital status, veteran status, political affiliation, or any other factor protected by federal, state or local law.