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Lead Professional Services Engineer

2 months ago

New York, New York, United States Carbyne (NG-911) Full time
About Us:

At Carbyne, we are committed to enhancing emergency response systems to save lives daily. As innovators in emergency collaboration technology, we are developing a state-of-the-art platform that provides critical features such as live video streaming, instant messaging, and accurate location tracking for individuals in distress. Our platform transforms the way vital information is relayed to emergency responders, facilitating faster response times and effective resource allocation. Serving over 250 million users across multiple countries, we partner with leading companies to deliver advanced solutions that make a difference. If you are driven by a desire to impact lives positively, we invite you to be part of our mission.

Position Overview:

Carbyne is seeking a dedicated Lead Professional Services Engineer to engage with cutting-edge public safety technology for emergency services. In this role, you will spearhead the onboarding process and provide ongoing assistance to national first responders globally.

The ideal candidate will exhibit proficiency in executing project implementation tasks, maintaining deployment documentation, conducting training sessions, and ensuring knowledge transfer throughout the implementation process. Additionally, this position will involve providing post-implementation support for Carbyne's real-time emergency communication platforms.

As a key player in this multifaceted role, you will oversee pre-sale support, post-sale deployments, and technical assistance activities. You will also manage both onsite and remote installations of Carbyne's SaaS offerings and facilitate remote upgrades of our communication platforms. By adhering to Carbyne's best practices and leveraging your extensive technical expertise, you will significantly influence the architecture of customer sites and systems.

This is a remarkable opportunity to join our US team and become the primary contact for all Pre-Sales and Post-Sales initiatives in the region. You will collaborate closely with Sales, Marketing, Product, and Engineering teams to provide clients with optimal solutions through a professional experience.

Key Responsibilities:
  • Collaborate with clients to deliver advanced technical training and knowledge transfer for each deployment.
  • Plan and design comprehensive project deployment activities.
  • Provide and coordinate off-hour installation and post-implementation support as required.
  • Contribute to the development and upkeep of installation processes and support documentation.
  • Commit to delivering exceptional service to customers and partners.
Qualifications:
  • A minimum of 10 years of experience as a VOIP engineer with expertise in PBX and Call-Center technologies.
  • At least 10 years of experience in Professional Services or a similar high-tier role within a global organization, including establishing new sites and environments, conducting in-depth technical fault analysis, and reproducing issues in a lab setting.
  • Experience in SaaS product support and troubleshooting.
  • Strong knowledge of networking, connectivity, and comprehensive understanding of the OSI model.
  • Experience in building infrastructure for log collection, preparation, and analysis.
  • Proficiency in configuring routers and firewalls.
  • Ability to manage multiple projects and tasks effectively.
  • Excellent verbal and written communication skills, with the ability to engage with senior leadership.
  • Capability to work under pressure, think creatively, and develop innovative solutions.
  • Outstanding analytical and problem-solving skills, with a focus on data analytics.
  • Attention to detail and a strong sense of urgency.
  • Willingness to travel to customer locations, up to 50% of the time.
Preferred Qualifications:
  • Experience in the public safety sector with ENP Certification or NG911 experience.
  • Familiarity with Cisco UCS and/or FreeSWITCH.
  • Knowledge of SNMP and Syslog protocols, as well as monitoring platforms.
  • Experience managing Active Directory, DHCP, and DNS services.
  • Support experience with Windows server and workstation environments.
  • Understanding of streaming technologies such as SIP, RTSP, RTMP, and WebRTC.
  • Experience writing SQL queries.
  • PowerShell scripting experience.
  • Proficiency in additional languages is a plus.
Benefits:
  • Comprehensive medical, dental, and vision insurance.
  • 401k plan with matching contributions.
  • Parental leave policy.
  • Unlimited vacation days.
  • Sick leave.
  • Competitive options plan.
  • Reimbursement for commuting expenses for in-office work.
  • Health and wellness benefits.
Our Commitment:

Carbyne is dedicated to providing equal employment opportunities without discrimination based on race, ancestry, color, ethnic origin, citizenship, creed, gender, sexual orientation, age, marital status, disability, or any other protected status. We prioritize a safe and healthy workplace and strictly prohibit any form of harassment.

At Carbyne, Every Person Counts.