Technical Support Engineer
Wavelynx | Broomfield | Full-time | $75,000/year | app.trinethire.com |
Wavelynx Technologies is a leading company in the access control industry, specializing in the design and manufacturing of cutting-edge electronics for credentialing and access control. We seek a highly skilled and motivated Technical Support Engineer to join our team.
In this role, the Technical Engineer supports complex customer problems where common configuration solutions are insufficient. May provide field and remote solution customizations, particularly when interfacing with integrated solutions, and will work with the greater sales engineering team to support initiatives.
Successful candidates will be people who are self-starters and are capable of working in a collaborative team environment as well as on an individual basis to achieve the goals of the position. The position reports to the Director of Product Integration and Support.
This is a Monday through Friday role, 100% onsite at our facilities in Broomfield, CO.
Duties and Responsibilities
• Research and identify solutions to software, firmware, and hardware issues.
• Diagnose and troubleshoot technical issues, including customer setup and product configuration.
• Ask clients targeted questions to quickly understand the root of the problem.
• Talk clients through a series of actions, either via phone, email, or chat, until they’ve solved a technical issue.
• Properly escalate unresolved issues to appropriate internal teams (e.g. software developers).
• Refer to internal and external resources to provide accurate solutions.
• Prioritize and manage several open issues at one time.
• Follow up with clients to ensure their issues are resolved.
• Document technical knowledge in the form of notes and manuals.
• Maintain positive relationships with clients.
• Communicate engineering nomenclature to customers
• Work with the business development team and customers to design custom solutions for specific customer needs
• Translate customer needs into products or product features
• Support customers integrating with other manufacturers’ products
• Train internal employees on Wavelynx products and features
Skills and Qualifications
• Bachelor’s degree in engineering, math, or related field or equivalent work experience.
• Three years of experience in diagnosing and resolving technical problems in a hardware and software environment, with experience working in the access control industry preferred.
• Experience providing direct support to external clients by phone, electronically, and face-to-face.
• Demonstrated experience supporting software and firmware solutions.
• Ability to handle multiple projects simultaneously.
• Excellent verbal and written communication skills with the ability to discuss product and software issues constructively and positively.
• Excellent interpersonal skills.
• Excellent organizational skills and attention to detail.
• Strong analytical and problem-solving skills.
Salary and Benefits
• The salary range for this position is offered at $75,000-85,000 per year, depending on experience.
• Medical, dental, and vision options, including an HSA-eligible healthcare plan.
• 401k and Roth retirement options with a company match.
• Holidays, sick leave, and paid time off.
• Office perks, such as snacks, company-sponsored BBQs and celebrations, swag, and much more.
• Opportunities for career growth and advancement.
• Team of One - We operate as one team, all working towards the same goal to build the best solutions for our customers.
Join our team of talented professionals and contribute to the success of our industry-leading solutions.
In this role, the Technical Engineer supports complex customer problems where common configuration solutions are insufficient. May provide field and remote solution customizations, particularly when interfacing with integrated solutions, and will work with the greater sales engineering team to support initiatives.
Successful candidates will be people who are self-starters and are capable of working in a collaborative team environment as well as on an individual basis to achieve the goals of the position. The position reports to the Director of Product Integration and Support.
This is a Monday through Friday role, 100% onsite at our facilities in Broomfield, CO.
Duties and Responsibilities
• Research and identify solutions to software, firmware, and hardware issues.
• Diagnose and troubleshoot technical issues, including customer setup and product configuration.
• Ask clients targeted questions to quickly understand the root of the problem.
• Talk clients through a series of actions, either via phone, email, or chat, until they’ve solved a technical issue.
• Properly escalate unresolved issues to appropriate internal teams (e.g. software developers).
• Refer to internal and external resources to provide accurate solutions.
• Prioritize and manage several open issues at one time.
• Follow up with clients to ensure their issues are resolved.
• Document technical knowledge in the form of notes and manuals.
• Maintain positive relationships with clients.
• Communicate engineering nomenclature to customers
• Work with the business development team and customers to design custom solutions for specific customer needs
• Translate customer needs into products or product features
• Support customers integrating with other manufacturers’ products
• Train internal employees on Wavelynx products and features
Skills and Qualifications
• Bachelor’s degree in engineering, math, or related field or equivalent work experience.
• Three years of experience in diagnosing and resolving technical problems in a hardware and software environment, with experience working in the access control industry preferred.
• Experience providing direct support to external clients by phone, electronically, and face-to-face.
• Demonstrated experience supporting software and firmware solutions.
• Ability to handle multiple projects simultaneously.
• Excellent verbal and written communication skills with the ability to discuss product and software issues constructively and positively.
• Excellent interpersonal skills.
• Excellent organizational skills and attention to detail.
• Strong analytical and problem-solving skills.
Salary and Benefits
• The salary range for this position is offered at $75,000-85,000 per year, depending on experience.
• Medical, dental, and vision options, including an HSA-eligible healthcare plan.
• 401k and Roth retirement options with a company match.
• Holidays, sick leave, and paid time off.
• Office perks, such as snacks, company-sponsored BBQs and celebrations, swag, and much more.
• Opportunities for career growth and advancement.
• Team of One - We operate as one team, all working towards the same goal to build the best solutions for our customers.
Join our team of talented professionals and contribute to the success of our industry-leading solutions.
Don’t miss out on new job openings!
Create a job alert for: Medical Research, Broomfield
It's free, and you can cancel email updates at any time