Support Engineer
We are looking for a Support Engineer for our customer now.
Our customer is a global leader in delivering state-of-the-art wireless solutions and technologies, driving innovation in indoor location services. The mission is to empower businesses across diverse industries — including healthcare, industrial, government, and education — by optimizing process flows, automating monitoring, and enhancing personnel safety with real-time location data.
Job Description: Our Support Engineers play a crucial role in supporting the Professional Services team and our customers. As the frontline of technical support, you will troubleshoot and resolve complex software, hardware and network challenges, ensuring our customers receive top-tier service and solutions. You will be working closely with various internal teams to resolve complex issues and ensure customer satisfaction. Additional responsibilities include but are not limited to supporting hardware and software QA activities, general project management duties, and facilitating customer demos in our Center of Excellence.
Key Responsibilities:
• Provide exceptional technical support to customers via phone, email and remote access tools.
• Diagnose and troubleshoot software, hardware and network issues related to our sofia software and wireless hardware that operate via WiFi or BLE.
• Document and track customer issues using our support ticketing system, ensuring all cases are resolved in a timely manner.
• Collaborate with internal teams including engineering and product development to resolve complex technical issues.
• Assist in creating and updating technical knowledge documents for our solutions.
• Independently execute product quality assurance activities to help mature the platform and evaluate new products.
• Assist in the configuration and setup of software for customers remotely.
• Support live product demonstrations for customers from our Center of Excellence.
Preferred Requirements & Skills:
• Education: Minimum bachelor’s degree in engineering, Computer Science, or equivalent in a relevant field.
• Experience: 1-5 years in the technology field, preferably with experience in networking, software development, and customer support. Knowledge of networking and routing and protocol analysis preferred.
• Technical Certifications: Certified Wireless Network Administrator (CWNA), Certified Wireless Security Professional (CWSP) and Wireshark Certified Network Analyst (WCNA) highly desirable.
• Communication: Ability to work independently and provide comprehensive status updates to key stakeholders.
• Problem-Solving: Strong critical thinking, reasoning, and problem-solving skills .
• Software Proficiency: Experienced with MS Office software .
Job Location: On-site HQ, Timonium.
Job Type: Full-Time/Exempt, Benefits Included.
Software Development
Information Technology
Full-time