INTEGRITY Security Services Inc
ISS Technical Support Engineer (TSENG)
INTEGRITY Security Services Inc, Irvine, California, United States, 92713
ISS Technical Support Engineer (TSENG)
(Locations: Irvine CA, Detroit MI, & Boston MA)INTEGRITY Security Services (ISS) is a part of the Green Hills Software (GHS) family with a specific mission to deliver world-class end-to-end security solutions.Job Description
An ISS technical support engineer quickly becomes an expert user and administrator of the ISS Device Lifecycle Management (DLM) system. They work as part of small and highly productive team to meet the needs of our growing and evolving fast-paced business. In addition to being DLM experts, the technical support engineer works diligently to ensure that ISS customers' needs are met in a timely fashion. The engineer must be passionate, versatile, flexible, and eager to tackle difficult customer challenges.Essential Functions
Administer the DLM system, as an expert, on behalf of customersWork on-site with customers and attend customer meetings as neededTake ownership of reported customer issues, and see problems through to resolutionResearch, diagnose, troubleshoot, and identify solutions to resolve system issuesManage the customer issue ticketing systemCapture and formally document customer requirementsProperly escalate unresolved issues to appropriate internal teamsLiaison between customers and the engineering teamFollow-up on action items and escalate issues as neededEnsure all issues are properly loggedProvide accurate and timely reportsMaintain a positive and constructive relationship with customersWork under general supervisionOccasionally travel to remote customer sitesOther tasks that may ariseCompetencies
Working knowledge of major operating systems including Windows, OS-X, and LinuxAbility to diagnose and troubleshoot basic technical issues and drive action items to closureFamiliarity with remote desktop applications and help desk software like ZendeskExcellent problem-solving and communication skillsAbility to provide step-by-step technical help, both written and verbalStrong organizational skills and diligent record keepingFlexible, thoughtful, accountable, and passionate about work with a willingness to learnMS Office literacy including Word, Excel, and PowerPointFamiliarity with core web technologies including HTML and JavaScriptFamiliarity with web security technologies like PKI and TLSPosition Type/Expected Hours of Work
This is a full-time position. Days and hours of work are Monday through Friday 8:30 a.m. to 5 p.m.Travel
Occasional day and overnight travel may be requiredRequired Education and Experience
Bachelor's degree in software, computer, electronics, or other relevant engineering disciplines. Proven work experience as an Engineer or Technical Support Engineer or similar roleWork Authorization/Security Clearance
Must be a U.S. citizenOther Duties
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.The US base salary range should be in the $70K-$90K + bonus + equity + benefits DOEContact
ISS Irvine Office:300 Spectrum Center DrSuite 800Irvine, CA 92618ISS Boston Office:883 Boylston St3rd FloorBoston, MA 02116ISS Detroit Office:33533 West 12 Mile RoadSuite 365Farmington Hills, MI 48331(949) 756-0690 (phone)iss.careers@ghsiss.comhttps://ghsiss.com
(Locations: Irvine CA, Detroit MI, & Boston MA)INTEGRITY Security Services (ISS) is a part of the Green Hills Software (GHS) family with a specific mission to deliver world-class end-to-end security solutions.Job Description
An ISS technical support engineer quickly becomes an expert user and administrator of the ISS Device Lifecycle Management (DLM) system. They work as part of small and highly productive team to meet the needs of our growing and evolving fast-paced business. In addition to being DLM experts, the technical support engineer works diligently to ensure that ISS customers' needs are met in a timely fashion. The engineer must be passionate, versatile, flexible, and eager to tackle difficult customer challenges.Essential Functions
Administer the DLM system, as an expert, on behalf of customersWork on-site with customers and attend customer meetings as neededTake ownership of reported customer issues, and see problems through to resolutionResearch, diagnose, troubleshoot, and identify solutions to resolve system issuesManage the customer issue ticketing systemCapture and formally document customer requirementsProperly escalate unresolved issues to appropriate internal teamsLiaison between customers and the engineering teamFollow-up on action items and escalate issues as neededEnsure all issues are properly loggedProvide accurate and timely reportsMaintain a positive and constructive relationship with customersWork under general supervisionOccasionally travel to remote customer sitesOther tasks that may ariseCompetencies
Working knowledge of major operating systems including Windows, OS-X, and LinuxAbility to diagnose and troubleshoot basic technical issues and drive action items to closureFamiliarity with remote desktop applications and help desk software like ZendeskExcellent problem-solving and communication skillsAbility to provide step-by-step technical help, both written and verbalStrong organizational skills and diligent record keepingFlexible, thoughtful, accountable, and passionate about work with a willingness to learnMS Office literacy including Word, Excel, and PowerPointFamiliarity with core web technologies including HTML and JavaScriptFamiliarity with web security technologies like PKI and TLSPosition Type/Expected Hours of Work
This is a full-time position. Days and hours of work are Monday through Friday 8:30 a.m. to 5 p.m.Travel
Occasional day and overnight travel may be requiredRequired Education and Experience
Bachelor's degree in software, computer, electronics, or other relevant engineering disciplines. Proven work experience as an Engineer or Technical Support Engineer or similar roleWork Authorization/Security Clearance
Must be a U.S. citizenOther Duties
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.The US base salary range should be in the $70K-$90K + bonus + equity + benefits DOEContact
ISS Irvine Office:300 Spectrum Center DrSuite 800Irvine, CA 92618ISS Boston Office:883 Boylston St3rd FloorBoston, MA 02116ISS Detroit Office:33533 West 12 Mile RoadSuite 365Farmington Hills, MI 48331(949) 756-0690 (phone)iss.careers@ghsiss.comhttps://ghsiss.com