Product Support Engineer

As a CPI Product Support Engineer, you will be responsible for is oriented toward customer experience and success.

If you’ve ever wondered what owning your own business is like, just ask an Employee Owner of Chatsworth Products (CPI). Better yet, become one! CPI has an immediate need for a Product Support Engineer in CPI’s Round Rock, Texas location.

As a CPI Product Support Engineer, you will collaborate with people from different backgrounds around the world. In this role, you are committed to delivering support to our customers and partners. The Product Support Engineer is a technical specialist whose #1 focus is to help customers deploy and operate CPI’s products while delivering the best possible customer experience.

ESSENTIAL FUNCTIONS

• Strong analytical and troubleshooting skills across a wide range of problems always working towards resolution of the issue.
• Performs troubleshooting, analysis, and diagnosis of setup, networking, and configuration problems.
• Take ownership of problems and provide remote support in performing analyses isolating problems and delivering solutions with a high level of customer satisfaction.
• Respond to blocking issues and/or assistance requests originating from customers or peer engineers according to established processes.
• Optimally work with multi-functional teams to resolve major customer issues.
• Aim for continuous learning and improvement, results, and collaboration.
• Develop expertise in specific areas i.e. technology products.
• Communicate with various stakeholders about the status of issues.
• Create and update scripts for Tier 1 support. Train Tier 1 support on basic issues and requests.
• Write white papers and other technical documents for internal and external use.
• Performs other related duties as assigned by management.

QUALIFICATIONS

Core Competencies

• Ethics, Values, Integrity & Trust - Adheres and acts in line with CPI core values.
• Functional/Technical Skills - Possesses high level of skill, knowledge, and ability in assigned functional area.
• Safety – Complies with company safety rules and regulations. Takes a proactive approach to identify and eliminate safety hazards.
• Customer Focus - Gives high priority to customer satisfaction.
• Interpersonal Skills - Uses diplomacy and tact. Uses collaborative skills.
• Action Oriented & Adaptability - Takes initiative; acts promptly; is proactive.
• Ownership & Accountability - Proactively models, guards, and demonstrates all of CPI’s core values.
• Priority Setting, Planning & Organizing- Uses resources effectively and efficiently.
• Problem Solving & Creativity - Uses logic and methods to solve problems with effective solutions. Develops new and unique ideas.
• Listening, Informing and Written Communications - Practices attentive and active listening. Shares information. Presents ideas and facts clearly and effectively in writing.

Technical Competencies:

• Excellent written and verbal communication, interpersonal, and presentation skills.
• Have strong time management skills.
• Principles and theories of network systems and management are preferred.
• Internet technologies and products including RESTful APIs
• Understanding of change control procedures
• Basic understanding of electrical safety procedure
• Understanding of Linux, Radius, LDAP, and SNMP are big plusses
• Python and PowerShell scripting are preferred.
• Willingness to learning new skills and knowledge

Physical/Environmental Requirements

• Works on computer majority of the day.
• Ability to lift up-to 25 lbs. to move file boxes, etc. as needed.
• Some travel may be required both by automobile and airplane.

As a CPI, Product Support Engineer, you will also enjoy the unique benefits of becoming a CPI Employee Owner. These include having an equal share and stake in the company’s success and revenue—whether through annual profit sharing, vested ownership shares or a long list of standard benefits that remind our Employee Owners they’re valued, respected and trusted to help guide the company’s future.