This job might no longer be available.

Technical Support and Escalation Engineer

About Strivr:

At the intersection of technology, science, business, and sports, Strivr offers an end-to-end, VR-based immersive learning platform that changes the way people around the world train, learn, and perform. With a mission to elevate performance through immersive experience, we are redefining an industry in real time and shaping the future of learning.

About the engineering team:

At Strivr, our engineering teams develop immersive experience software and a cloud-based software platform that powers the creation, management, and experience of immersive learning with a unique level of insights and predictive analytics. The platform is scalable, secure, and compliant which is critical to making our customers and users successful on our platform. The engineering team is distributed and located in offices in Seattle and Palo Alto. In addition to the five company values of teamwork, grit, transparency, impact, and passion, we index on strong communication skills, a growth mindset, responsibility and ownership, and a collaborative and respectful work culture.

About the role:

Headsets running Strivr’s immersive experience software, web applications for device and content management, and applications for content creation all communicate with cloud-based services. Together, they provide a cloud platform to scale immersive learning to hundreds of thousands of users and tens of millions of training sessions. We solve complex problems around at-scale provisioning and management of headsets, in-headset, and edge services for device management, telemetry, content distribution, and scalable and secure communication between devices and the cloud platform. This also includes cloud services for device management, application, and content distribution.

We are hiring a Technical Support and Escalation Engineer to provide advanced tier 3-4 support for customer reported issues. You will be part of the engineering organization and handle issues escalated by tier 1-2 customer support. You should have a very strong technical background and be keen on triaging and troubleshooting complex issues.

Your responsibilities:

• First line of advanced support for customer reported issues that cannot be resolved by customer support. These issues will be around the areas device setup, device configuration, device health and connectivity, integration with enterprise mobile device management systems (MDMs), cloud to device content distribution . The devices are Android based headsets and Linux based edge servers deployed on enterprise networks.
• Drive issues to resolution and/or identify workarounds to unblock customers either individually or by partnering with product and platform engineering teams.
• Steward of the customer support to the engineering escalation process, increasing efficiency by streamlining communication with customer support and customer success, by triaging, extracting, and organizing relevant information.
• Manage the workflow of the escalation issue, regularly communicating with customer support, customer success and even customers to provide current information, status, and progress.
• Develop tools, scripts, and documentation to scale yourself individually, and help customer support diagnose, troubleshoot, extract relevant information, and in cases, fix issues to reduce mean time to resolution.

Your skills and experience:

• 5+ years of experience in a similar or related role in technical customer support, professional services, or engineering organizations working on critical customer issues and escalations
• Hands-on experience working with Linux and Android-based systems, with firmware level knowledge, and the ability to troubleshoot at the system level
• Strong knowledge of and experience with networks and protocols: Wi-Fi (802.11x), WPA2, WPA3-Enterprise, TCP/IP, DHCP, NAT, SSH, HTTP/S, USB, proxies, firewalls
• Strong knowledge of and experience with security infrastructure and concepts like public key encryption, keystores, and certificate chains and management
• Experience with Mobile/Endpoint Device Management (MDM) systems like Airwatch (VMWare Workspace One) and MobileIron
• Experience with developing tools and scripts for troubleshooting and diagnostics using shell languages like bash or programming languages like Python
• Strong verbal and written technical communication skills and the ability to translate complex technical issues to a non-technical audience
• Critical thinker and self-starter who is highly organized with the ability to make decisions independently and in collaboration with engineering managers and engineers

Preferred qualifications:

• Bachelor’s degree or higher in Computer Engineering or related technical field, or coursework, training, and certifications in similar areas

This position may be based in the contiguous United States.