Service Delivery Associate Engineer

CENTEGIX® is the industry leader in wearable safety technology for healthcare, education, government, and commercial workplaces with over 600,000 badges in use. The cloud-based CENTEGIX Safety Platform™ initiates the fastest response time for emergencies, from the everyday to the extreme. Leaders in over 12,000 locations nationwide trust CENTEGIX's innovative safety solutions to empower and protect people (every day).

Purpose:

We are seeking a skilled and motivated Service Delivery Associate Engineer to join our dynamic team. As a Service Delivery Associate Engineer at Centegix, you will play a crucial role in ensuring a seamless provisioning and delivery experience of CENTEGIX hardware to be deployed to the customers site during the onboarding process, providing technical support to our customers, and contributing to the overall success of our organization.

Position Responsibilities:

• Service Provisioning: Apply network configurations to CENTEGIX hardware and ensure equipment is properly connected to the customers network. Promptly verifying hardware connectivity so the install field team can complete the peripheral equipment install. Configure software components of Centegix safety platform, including CrisisAlert™, Safety Blueprint and Visitor Management solutions. This includes SSO configurations, API integrations and desktop client installations.
• Technical Support: Serve as a primary point of contact for customers during onboarding to provide exceptional technical support and troubleshooting assistance. Collaborate with internal teams, including Onboarding, Command Center, Customer Success, Field Services, Sales, and Engineering, to address and resolve customer inquiries, concerns, or issues in a timely and effective manner. Communicate technical concepts and solutions clearly to non-technical individuals.
• Incident Management: Respond to and manage system incidents reported by customers, ensuring timely resolution and minimizing any disruptions to their operations. Document incidents, investigate root causes, and implement preventive measures to mitigate similar incidents in the future. Maintain comprehensive incident logs and reports for analysis and improvement purposes. Perform routine system maintenance tasks, such as software updates, hardware checks, and configuration adjustments to prevent future incidents.
• Training and Documentation: Develop and maintain technical documentation, including user guides, troubleshooting procedures, and knowledge base articles. Conduct training sessions, both in-person and remote, to educate on system functionality, best practices, and efficient usage. Continuously update and improve training materials to reflect the evolving nature of our products and services.
• Collaboration and Cross-Functional Support: Collaborate with cross-functional teams, such as Product Management, Engineering, Field Services, Command Center and Customer Support, to provide valuable insights and feedback based on customer interactions and experiences. Contribute to the development and improvement of our products and services by providing input on user requirements, system enhancements, and feature requests.
• Continuous Learning and Professional Development: Stay up-to-date with the latest technological advancements, industry trends, and best practices in the field of safety and emergency response systems. Actively participate in training programs, workshops, and seminars to enhance your technical skills and knowledge. Share your learnings and insights with the team to foster a culture of continuous improvement.

Requirements:

• Education and Experience:
• Bachelor’s degree in Computer Science, Information Technology, or a related field (or equivalent work experience).
• 1 Years of proven experience in technical support roles, network technician or IT Support roles, preferably in the software or technology industry.
• Technical Skills:
• Solid understanding of network protocols, including TCP/IP, DHCP, DNS and ability to configure network hardware
• Knowledge of wireless technologies including Zigbee and LoRaWAN
• Knowledge of Linux-based commands to apply device configurations and troubleshoot issues with devices
• Familiarity with Google’s G Suite.
• Proficiency in troubleshooting software and hardware issues.
• Knowledge of incident management tools and practices.
• Customer Focus and Communication:
• Excellent interpersonal and communication skills, with the ability to communicate technical concepts effectively to non-technical individuals.
• Strong customer service orientation and a passion for delivering exceptional support experiences.
• Ability to remain calm and composed under pressure, with a focus on problem-solving and conflict resolution.
• Analytical and Problem-Solving Abilities:
• Strong analytical skills with the ability to analyze complex issues, identify root causes, and propose effective solutions.
• Detail-oriented mindset with the ability to prioritize tasks and manage multiple competing priorities.
• Proactive approach to problem-solving and ability to work independently with minimal supervision.
• Adaptability and Teamwork:
• Flexibility to adapt to a fast-paced and evolving environment.
• Ability to collaborate effectively with cross-functional teams and contribute to a positive team culture.

What’s in it for you?

• Remote first work environment; we offer workplace flexibility
• Participation in company wide discretionary bonus
• 15 days paid time off(prorated)
• 10 paid holidays
• Monthly device(s) reimbursement
• Up to $2500/year reimbursement for eligible education expenses
• We offer a range of Healthcare plans to meet your needs (medical, dental, vision)
• 401(k) Plan with 4% employer contribution to help you plan for the future
• Employee Referral Bonus
• Charitable Program Match