Senior Technical Support Engineer

Reporty is looking for a Senior Technical Support Engineer to join our Global Operations team in order to provide our clients, national first responders systems (911/112) and  governmental sectors worldwide , technical support for our Real-time emergency platform. You will be a part of the integration and implementation process of our innovative Homeland Security Systems products in a variety of deployment schemes, and ensure that our customers receive the highest level of service 24/7.

Who we are?

Reporty is the leading expert in the fields of location sharing, real-time communication, and incident predictive analytics.
We aim to change the way people interact with authorities in emergency and nonemergency situations (911/municipalities). Our Real-time communication ecosystem enables the public to deliver smart and rich data to command and control centers worldwide via Real-time video streaming, exact location including indoor positioning ability and IP /TDM communication.
The fact that we are a complete eco-system, integrating into existing Public Safety Answering Points (PSAPs) with ease, means that our system goes beyond anything the public or private sector has seen before.

Description / Responsibilities:

  • Focal point for all customer facing production issues from inspection till resolution.
  • Provide Technical client support for Reporty`s customers worldwide, via phone, E-mail, web and remote sessions.
  • Maintain customer’s CRM support tickets.
  • Analyze and resolve operational and technical issues raised by the customer.
  • Improve client references by writing and maintaining documentation.
  • Obtain vast knowledge in software installation, functionality and configuration
  • Carry out debug sessions independently.
  • Perform production system and home system upgrades.
  • Generate and maintain support procedures, best practices and guidance in Reporty’s shared community platform.

Skills and Requirements:

Must-Have:

  • At least 3 years of experience as a Technical Support Engineer in a global company.
  • Fluent English, both written and verbal.
  • Proven knowledge and experience in networking and full knowledge of the OSI model, deep understanding of 1-7 Network Layers.
  • Understanding and knowledge in VoIP.
  • Strong understanding of Windows and internals.
  • Experience with configuring routers and firewalls.
  • Ability to work beyond working hours.
  • Highly organized and detail-oriented.
  • Superior thought leadership.
  • Must be an outstanding analytical thinker and problem solver, comfortable working in data analytics and able to resolve complex problems independently.
  • Experience with customer relationship management systems (CRM).
  • Willingness to travel to customers- Up to 20%.

Nice To have:

  • Understanding and knowledge of Streaming Technologies: SIP, RTSP, RTMP, Asterisk, Kamalio, SIP-to-PSTN gateways, SIP Trunk, Wowza, WebRTC- Big advantage.
  • Experience with Linux Operating Systems
  • Writing SQL queries
  • Additional languages