Support Engineer - Infinity

Overview

Do you want to be part of a team that constantly challenges the boundaries of what is possible with video technology? We are looking for a passionate, high-performing Technical Support Engineer to help customers troubleshoot and resolve the trickiest technical issues they encounter within their video communication solutions.

At Pexip, you will work with people who are dedicated to creating seamless and secure video communication across technology platforms. We deliver solutions to some of the most demanding and critical organizations around the world. They expect innovation, quality, safety, and technology that meets their unique needs. If you enjoy working somewhere with great energy, fast pace, and a lively culture, and want to bring secure communication to those who need it most, Pexip could be the place for you.

The Technical Support Engineer provides technical support to Pexip’s partners and direct support customers experiencing issues with their Pexip products and services. This role requires strong problem-solving skills, excellent communication abilities, and a passion for providing exceptional customer service. The ideal candidate is eager to learn, adaptable, and a team player.

What’s the opportunity?

If you enjoy the intricacies of various communication protocols, problem solving, and can communicate your processes to others so they get as much of a kick out of it as you, then this is the job for you!

Pexip support is extremely proud of its customer satisfaction ratings and is seeking similarly enthusiastic engineers to maintain this quality. We believe in enabling people rather than managing them. Working closely with Sales Engineering, R&D, and Documentation teams, the customer support team is at the forefront to ensure the smooth operation of the Pexip product.

This position requires applicants to be a US Citizen and Passport holder (or eligible). This position can be located in our Herndon, VA office or remote, and is required to work in US time zones. Flexibility and work life balance is offered.

• Work with customers to troubleshoot reported problems, identify root cause, and resolve the issue
• Able to triage technical situations effectively and efficiently
• Capable of evaluating multiple different resolution paths and evaluating best possible outcomes independently and with customer service owners
• Able to communicate highly technical issues to non-technical people to explain why issues are occurring and what can be done to improve the situation
• Able to effectively prioritize cases based on urgency, impact, and customer need
• Identify and recommend possible optimization tasks to customers
• Communicate and work closely with the sales and customer success teams related to ongoing events with customer situations

• Bachelor's degree required
• 5+ years relevant experience in post-sales technical support
• Good technical understanding of Microsoft, Google, Zoom, Cisco, Avaya, Polycom, and other related partners/competitors in the visual collaboration landscape
• Good technical understanding of virtualization technologies, e.g., VMware, Hyper-V, AWS, Azure, GCP is a plus
• Strong understanding of networking technologies and protocols including TCP/IP, DNS, HTTP, L2/L3 operations, Routing, Load Balancers, and firewall management
• Experience in technical troubleshooting and log analysis
• Proven track record in technical support and sound knowledge of technology
• Comfortable in a dynamic, fast-growing technical environment with a rapidly expanding customer base
• Ability to rely on experience and sound judgment to plan and accomplish goals
• Ability to juggle a variety of complicated tasks and work independently with remote support
• Excellent analytical, verbal, and written communication skills; strong presentation skills
• US Citizenship required with current US Passport (or eligibility)

Pexip is a video technology specialist, providing organizations with seamless video communication across platforms and security requirements. We partner with leading industry players and enable critical conversations in business, government, healthcare, and more.