Lead Technical Support Specialist

2 weeks ago


Little Ferry, New Jersey, United States Eventide, Inc Full time
Job OverviewCompany Overview

We are seeking a committed individual to join our Support team, providing advanced technical assistance to dealers, resellers, and junior staff members. Strong communication abilities, technological proficiency, and a proactive learning mindset are essential traits for this role. The ideal candidate will become an authority on the Eventide CommunicationsTM product suite and will consistently strive to enhance their expertise as the products and deployment scenarios evolve. This position involves delivering professional services and resolving support inquiries through various channels including phone, email, and occasionally face-to-face interactions.

Key Responsibilities

The following responsibilities are crucial for success, ultimately gauged by achieving high customer satisfaction with the support and services provided.


Engaging directly with dealers, resellers, integration partners, and end-users regarding product-related inquiries.


Ensuring that requests are prioritized, accurately categorized by urgency and severity, and addressed promptly and effectively.


Utilizing strong technical root cause analysis skills and techniques to define precise problem statements, establish methods for issue reproduction, and lead efforts for issue resolution and mitigation plans.


Managing escalations to the Product Engineering team and facilitating effective communication for both internal and external escalations.


Providing professional services such as installation/configuration, health assessments, issue triage and resolution, as well as technical or end-user training.


Supporting pre-sales engineering activities.


Documenting customer interactions thoroughly in issue tracking systems, emails, or professional service deliverables.


Creating knowledge base articles and contributing to both internal and external product documentation.


Continuously expanding product knowledge and providing mentorship to junior team members.

Required Qualifications


Exceptional verbal and written communication skills.


Strong time management and organizational skills, including the ability to manage daily tasks and travel commitments.


Proven self-starter with the ability to work independently in a professional setting with minimal supervision.


Significant experience in mentoring teams and driving continuous improvement in processes and products as part of routine operations.


Demonstrated experience in delivering both remote and on-site technical support and professional services as a senior contributor.


Experience in providing pre-sales engineering support in a customer-facing role, including the creation of effective product solution diagrams and specifications that align with business and capacity needs.


Strong technical troubleshooting skills, with a focus on analytical root cause analysis and evaluation of network packet capture data.


Advanced technical proficiency with Linux or Windows operating systems, network communications, and application deployment architectures, including APIs, mobile, desktop, web, appliances, virtual machines, SaaS, and multi-tiered solutions.


Advanced technical knowledge of telephony or communications products and interoperability standards.


Relevant educational background such as a BS in Computer Science, Computer Engineering, Electrical Engineering, Telecommunications, or at least 10 years of equivalent technical experience.


Willingness to work non-standard hours, including participation in an on-call rotation.


Ability to travel between 5-25%.

Preferred Qualifications


Familiarity with multi-media recording solutions.


Experience in TCP/IP network design, switching, configuration, and troubleshooting.


Experience with software development processes, including software development and/or automation scripting.


Knowledge of Linux (Debian or similar) and Windows operating systems at the system administrator level.


Understanding of VoIP protocols, including but not limited to H.323, SIP, and SCCP (SKINNY).


Knowledge of traditional telecommunications technologies, such as analog telephones and trunks, T1 & E1, and ISDN-PRI.


Experience with IT directory services such as Microsoft Active Directory, OpenLDAPTM, Samba, or JumpCloud Directory-as-a-Service.


Possession of DoD Security clearance and/or CJIS awareness certification.

Additional Information
  • Competitive salary package.
  • Comprehensive health and wellness benefits.
  • Opportunities for professional growth and development.
  • Inclusive and supportive work environment.

Eventide Communications LLC is an Equal Opportunity Employer and values diversity in its workforce.

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