Senior Technical Operations Engineer

Inspiren•New York, NY

5d•$165,000 - $190,000•Remote

About The Position

We are seeking a highly skilled Senior Technical Operations Engineer to join our dynamic team. In this role, you will work directly with customers and their IT and Network providers, internal teams, and fulfillment operations in diverse environments, leveraging your technical expertise to provision, deploy, customize, and maintain our hardware and software solutions, including those not owned by Inspiren, but necessary to have uninterrupted uptime. You will play a crucial role in ensuring customer satisfaction and success, while also acting as a bridge between the customer, our implementation team, our customer success team, our product support, and our internal development teams. Your responsibilities will span from supporting new implementations, remote device provisioning at fulfillment locations, troubleshooting and diagnosing technical issues, and strategizing for optimal performance. Strong leadership skills, proficiency in system management, and dedication to excellence in customer satisfaction are a must in this role.

Requirements

Bachelor’s degree in Computer Science, Information Technology, or a related field.
Proven experience in a tech/IT support role, preferably in a customer facing capacity.
Related work experience provisioning and deploying hardware within customer’s network with remote management.
Proficiency with command-line interfaces, Linux/MacOS environments, AWS CLI, and scripting languages (Python, Bash)
Familiarity with typical operating systems (Windows, MacOS, Android, etc.), common software applications, and hardware troubleshooting.
Proven experience with network infrastructure, including routers, switches, firewalls, and VPNs and network monitoring tools (SolarWinds, Wireshark, etc.)
Passionate about service availability and quality, with strong problem-solving abilities and attention to detail.
Strong communication and interpersonal skills, with the ability to build relationships with customers, and the ability to thrive in a fast-paced startup environment.
Willingness to travel as required to meet customer needs and work on-call shifts for issue resolution.

Responsibilities

Remote Device Provisioning: Coordinate and execute remote provisioning processes for hardware devices at warehouse locations, collaborating closely with the warehouse fulfillment team. Utilize command-line tools on Linux or MacOS to run Python and Bash scripts for bulk device updates and configuration. Issue AWS CLI commands to manage and provision IoT and edge devices, ensuring successful deployment and accurate configuration.
Customer Engagement: Collaborate with customers to understand their technical requirements related to the deployment, customization, and maintenance of Inspiren’s hardware and software solutions. Provide on-site technical support, where necessary, to ensure successful implementation and usage of our products. Ensure continuous adherence to SLAs and provide timely written and verbal communications, along with the ability to effectively communicate with various stakeholders.
Deployment & Configuration: Partner with the implementation managers on the installation, configuration, and optimization of software solutions in customer environments. Ensure systems are set up and running smoothly and efficiently.
Troubleshooting & Support: Quickly diagnose and resolve technical issues that arise during deployment and usage, ensuring their needs are met and issues are promptly addressed. Act as the first-level technical support via phone, email, or onsite visits and escalate to the engineering teams.
Customization: Work with customers to tailor our solutions to their specific requirements. Develop and implement custom features and integrations as needed.
Network Monitoring & Maintenance: Monitor network performance and troubleshoot issues to ensure optimal operation. Conduct regular network assessments and recommend improvements/optimizations to maintain performance standards.
Documentation: Create and maintain comprehensive documentation related to deployment processes, customer configurations, and troubleshooting procedures.
Training & Education: Conduct training sessions for customer teams to ensure they are proficient in using our solutions and to maximize the value they derive from our products.
Leadership: Demonstrates strong leadership by collaborating effectively with cross-functional team members to develop scalable processes to enhance customer support and service stability. Exhibits proactive approach in evolving processes and experience guiding and supporting junior team members, fostering team growth, while encouraging culture of action and accountability.