Senior Associate, Product & Technical Services

Country:

United States of America

Location:

CALEN: LenelS2 Pittsford NY 1212 Pittsford - Victor Road , Pittsford, NY, 14534 USA

Carrier is the leading global provider of healthy, safe and sustainable building and cold chain solutions with a world-class, diverse workforce with business segments covering HVAC, refrigeration, and fire and security. We make modern life possible by delivering safer, smarter and more sustainable services that make a difference to people and our planet while revolutionizing industry trends. This is why we come to work every day. Join us and we can make a difference together.

Key Responsibilities

• Provide technical support and preliminary investigation into customer issues and service requests.

• Respond to escalated technical issues surrounding the Netbox Ecosystem, primarily by telephone, then e-mail and web or from other team members.

• Interfaces directly with customers at various stages of problem resolution process including understanding customer issues, communicating action plans for resolution, explaining developments, and conveying resolution.

• Resolve complex technical issues through research, log analysis, issue reproduction, and advanced troubleshooting.

• Work directly with other technical support staff, quality assurance and development to resolve problems.

• Manage own schedule of cases, which includes determining priority levels, negotiating, and setting expectations with customers.

• Thoroughly document all support cases, troubleshoot, reproduce and log software bugs as needed, and create new content for knowledge base.

• Assist in testing and providing feedback on beta products and pre-GA versions.

• Be familiar with the Netbox Ecosystem, integrations, support workflows, and best practices.

• Mentor and train level 1 and level 2 support engineers.

• Work on escalated issue that require assistance from Engineering or other related departments.

• Help develop and maintain knowledge base.

Required Qualifications

• High School Diploma or GED

• 2+ years of customer facing experience in a technology industry

• 2+ years of experience with MS SQL Server, Oracle, or other similar databases

• Ability to travel as needed

Preferred Qualifications:

• Customer-focused and team-oriented.

• Server administration experience

• Understanding of electronics, computer hardware, electrical wiring, virtualized environments.

• General knowledge of physical security components (access control, video surveillance desired).

• Linux or UNIX administration skills & familiarity with navigating Linux or UNIX operating systems and troubleshooting of TCP/IP networking and Linux/UNIX systems.

• Have a passion for troubleshooting client problems and satisfying customer needs.

• Self-motivated, with a sense of urgency and efficiency and strong work ethic.

• Ability to perform high-level troubleshooting.

• Previous experience in Support roles or supporting Netbox ecosystem.

RSRCAR

#LI-Hybrid

Pay Range:

$61,213 - $107,122 Annually

Carrier is An Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status, age or any other federally protected class.

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