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Tech Support Engineer

Oslo, Norway
Photo of Anastasiya Danilova
Recruiter
Anastasiya Danilova
Work arrangement:
Onsite only
Industry:
Video technology
Language:
English
Level:
Senior
Visa sponsorship:
Not provided
Company size:
201-500 employees
Trial period:
4 months
Logo of Pexip

Tech Support Engineer

Oslo, Norway

Company

Pexip is a high load video conferencing platform. Earlier this year they reached a million minutes of video conferencing going through its platform every hour. That's video and audio being decoded, mixed and encoded in real-time on more than 4,000 virtual machines all around the world.

Description

NOTE: The client is willing to consider local candidates with work permit in Norway. Our client is developing a high load video conferencing platform. Recently they've reached a million minutes of video conferencing going through its platform every hour. That's video and audio being decoded, mixed and encoded in real-time on more than 4,000 virtual machines all around the world.
Currently, our client is looking for a Tech Support Engineer who will help with customer service support. Responsibilities:
  • Working with customers to troubleshoot reported problems, identify root cause, and resolve the issue 
  • Triaging technical situations effectively and efficiently 
  • Evaluating multiple different resolution paths and evaluating the best possible outcomes independently and with customer service owners 
  • Communicating highly technical issues to non-technical people to explain why issues are occurring and what can be done to improve the situation 
  • Effectively prioritizing cases based on urgency, impact, and customer need 
  • Conducting and maintaining competitive research and knowledge around the Unified Communications and Collaboration market 
  • Identifying and recommending possible optimization tasks to customers 
  • Communicating and working closely with the sales team related to ongoing events with customer situations 
Must have skills:
  • Proven track record in technical support and sound knowledge of technology 
  • Knowledge of networking and ability to solve network problems (TCP/IP, network monitoring, quality, etc)
  • Extremely strong analytical, verbal, and written communication skills 
  • Strong presentation skills
Good to have skills:
  • Knowledge of SIP/H323, good technical understanding of Microsoft, Google, Cisco, Avaya, Polycom, Zoom, Bluejeans, and other related partners/competitors in the visual collaboration landscape

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