Senior Support Engineer

The Role:

This position is an in-office or remote full-time engineering position. As a level two engineer at IGEL, you will be tasked with working with customers and partners to resolve issues related to the product. This includes; keeping track of customer cases, engaging with your peers, and working with your team lead to resolve, or escalate issues. Some travel throughout the year for industry trade shows, company meetings, or training may be required. At IGEL we encourage growth, and want to see a strong desire to learn and a “can do” attitude in our employees. You will be working with an experienced, motivated team willing to share their knowledge and experience to help you expand your skillset and succeed in reaching your goals.

Location: Fort Lauderdale, Florida (hybrid)

Average 3 days in the office, 2 days remote

Job Description:

• Be part of a growing team of engineers providing excellent support to our customers and partners
• Use of remote tools to assist customers in troubleshooting problems
• Provide technical best practices for partners and customers
• Work through technical issues at an advanced operating system level
• Build and maintain customer, partner, and team rapport
• Manage technical issues, solutions, and sales opportunity
• Manage case escalation to maintain forward movement on customer issues
• Ensure clear, professional communication between our teams and the customer
• Help maintain documentation for internal team
• Continue education by attending training sessions and reading technical documentation
• Manage technical escalations based on issue severity and customer response
• Some travel (usually, but not limited to 6-10 weeks a year) is required for this position
• Collect/Review logs provided by tier one engineers and identify/resolve issues
• Effectively communicate with customers about issue discoveries, resolutions, and escalations

Qualifications:

Personal Skills-

• Strong written and verbal communication skills with an ability to communicate effectively with engineers, sales teams and management
• A team player who is influential and builds good working relationships across all levels
• Flexibility, integrity, and creative problem-solving skills are imperative to be successful in this role
• Positive work ethic
• Ability to listen effectively and show patience while working with customers
• Ability to learn new technologies quickly
• Ability to work independently under minimal supervision
• Ability to take effective notes
• Ability to multitask effectively and work under pressure
• Bi-lingual Spanish (required)
• German language is a plus, but not required

Technical Qualifications-

• Prior Technical Support or Solution Engineer required
• Working knowledge of Linux Operating Systems
  • Linux init systems
  • Concept of Linux OS design and file structure
• Working knowledge of Windows Operating Systems
• Advanced troubleshooting of Terminal Services, Windows Virtual Desktop, Citrix, VMWare Horizon environments
• Knowledge of networking concepts, including TCP/IP, DHCP, DNS, etc.
• Working knowledge of BASH shell and scripting
• Other Linux native languages are a plus
• Basic knowledge/understanding of SQL
• Ability to build/maintain test and lab environments
• Working knownledge of hypervisors
  • ESXI/vSphere, Hyper-V, KVM, Vritualbox
• Ability to demonstrate, troubleshoot, install, configure, and optimize the IGEL Operating System
• Knowledge of (SoC) hardware, and ability to troubleshoot complex issues with video output and peripherals

We offer:

• Health, dental, vision, and prescription benefits (employee premiums covered by IGEL)
• 11 company-paid holidays per year
• 15-20 days of PTO per year (Starting Jan 1st 2025, 18 days in year 1, 20 days starting in year 2 and 22 days after 5 years of service)
• Sick time of 10 days per year, with rollover of unused days
• 401(k) plan with 100% company match, up to $5,000 per year
• Paid maternity and paternity leave
• Monthly home office allowance
• Remote working opportunities and flexible working times, so you can combine your demanding work with your personal goals
• Employee Assistance Program (EAP) and Financial Wellness tool
• Company-paid life insurance policy, long-term disability (LTD), and short-term disability (STD) coverage
• Wellbeing apps, including Rightway, Headspace and Wellhub
• Training and development opportunities to advance your career
• President’s Club for the highest performing salespeople and overachievers
• An amazing culture powered by a workplace run on trust, empowerment, and feedback with a positive, inspiring working atmosphere
• A highly motivated team that is already looking forward to your support in developing strategies and achieving common goals, together with you!

IGEL is an equal opportunity employer and makes employment decisions on the basis of merit. We want the best available person in every job. Our policy prohibits unlawful discrimination based on color, creed, sex, religion, marital status, age, national origin or ancestry, physical or mental disability, medical condition, sexual orientation, or any other consideration made unlawful by federal, state or local laws.

Additional information:
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