Technical Support Engineer

Engineering - Support · Herndon, Virginia
Department Engineering - Support
Employment Type Full time
Minimum Experience Mid-level

Pexip simplifies complex video conferencing to empower teams to meet, regardless of location or technology. Pexip is poised for accelerated growth and our customer success and technical support teams are essential to our growth. We are looking for a passionate, high-performing technical support engineer to help customers troubleshoot and resolve technical issues they encounter within their architecture.


What's the opportunity? 


If you enjoy the intricacies of various communication protocols, problem solving, and can communicate your processes to others so they get as much of a kick out of it as you, then this is the job for you! 


Pexip support is extremely proud of its customer satisfaction ratings and is seeking similarly enthusiastic engineers to maintain this quality. We believe in enabling people rather than managing them. Working closely with Sales Engineering, R&D, and Documentation teams, the customer support team is at the forefront to ensure the smooth operation of the Pexip product. 


Pexip's Global Support Team is flexible about working locations in order to best meet our customers' needs. 


 


Role and Responsibilities 


Some of the responsibilities for the position include: 


  • Works with customers to troubleshoot reported problems, identify root cause, and resolve the issue 
  • Able to triage technical situations effectively and efficiently 
  • Capable of evaluating multiple different resolution paths and evaluating best possible outcomes independently and with customer service owners 
  • Able to communicate highly technical issues to non-technical people to explain why issues are occurring and what can be done to improve the situation 
  • Able to effectively prioritize cases based on urgency, impact, and customer need 
  • Conduct and. maintain competitive research and knowledge around the Unified Communications and Collaboration market 
  • Identify and recommend possible optimization tasks to customers 
  • Communicate and work closely with the sales team related to ongoing events with customer situations 


Required qualifications 


  • Bachelor's degree required 
  • 5+ years relevant experience in post sales technical support
  • Good technical understanding of Microsoft, Google, Cisco, Avaya, Polycom, Zoom, Bluejeans, and other related partners/competitors in the visual collaboration landscape
  • Good technical understanding of virtualization technologies, e.g. VMware, Hyper-V, AWS, Azure, GCP is a plus
  • Proven track record in technical support and have sound knowledge of technology 
  • Must be comfortable in a dynamic atmosphere of a technical organization with a rapidly expanding customer base 
  • Ability to rely on experience and sound judgement to plan and accomplish goals 
  • Ability to juggle a variety of complicated tasks, and be comfortable working independently with remote support 
  • Display extremely strong analytical, verbal, and written communication skills 
  • Possess strong presentation skills 


About Pexip:


Pexip provides a unique approach to video communication on any device and across traditionally incompatible technologies such as traditional video conferencing, Microsoft Skype for Business, WebRTC in-browser video, and mobile. Pexip software is used by organizations to overcome B2B video communications and collaboration challenges or to build new innovative ways of B2C video communications channels. The Pexip solution integrates natively with multiple technology platforms and is a part of an organization’s strategic IT solution. Pexip customers exist across all industries including within financial services, healthcare, government, manufacturing, legal services, education, pharmaceutical, and countless others.


The Pexip culture builds on a strong foundation of solid values. We are passionate and love what we do. We believe in the power of video communication, and together we work to enable people to communicate better and more efficiently. At Pexip, work is not a place, but a part of your life, and something you enjoy to the fullest. Every day, we are committed to making work simpler, more productive, and more efficient for all our customers. We want to make a lasting change.


Pexip has HQ in Oslo, Norway, main offices in London, UK, Stockholm, Sweden, New York and Herndon, US and Sydney, Australia, as well as sales offices across the globe.


Pexip is an equal opportunity employer and evaluates applicants regardless of an individual’s age, race, color, gender, religion, national origin, sexual orientation, disability or veteran status. We celebrate diversity and are committed in creating an inclusive environment for all employees. Diversity and culture are what make Pexip so unique! 

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  • Location
    Herndon, Virginia
  • Department
    Engineering - Support
  • Employment Type
    Full time
  • Minimum Experience
    Mid-level