Install and Licensing Support Technician

MathWorks; Natick (MA); Hybrid; USD 70,000 - 90,000; Full time

Job summary

MathWorks in Natick, MA offers a hybrid work model enabling time between office and home. The Installation and Licensing Technician role handles technical support for installation and licensing, including configurations on AWS, Azure, CI servers, Docker, and compute clusters, via phone, email, and other channels.

You'll collaborate on projects across the organization, grow skills through training, and contribute to process improvement while assisting customers with day-to-day issues; hours are

Qualifications

• A bachelor's degree and 1 year of professional work experience (or equivalent experience) is required.
• Degree focused in Computer Science, Information Technology, or STEM is preferred
• 6-12 months of IT experience
• Experience in a customer-facing role
• Working knowledge of Linux, Windows, Mac, Networking, and knowledge of License Management
• Ability to identify and implement process and policy improvements
• A passion for technology

Responsibilities

• Technical Support: troubleshoot internal and external customer requests via phone, email and web across Windows, MacOS and Linux.
• Project related activities: participate in cross-functional projects; identify and implement process improvements; write and review solutions.
• Teaming activities: collaborate with team members; participate in decision making, conflict resolution and problem solving; provide input to define technical solutions.

Job description

Job Summary

MathWorks has a hybrid work model that enables staff members to split their time between office and home. The hybrid model provides the advantage of having both in-person time with colleagues and flexible at-home life optimizations. Learn More: https://www.mathworks.com/company/jobs/resources/applying-and-interviewing.html#onboarding.

As a Installation and Licensing Technician, you will have the opportunity to perform all aspects of Technical Support related to the normal day-to-day requests of MathWorks' customers regarding Installation and Licensing. This includes configurations on cloud platforms (Amazon AWS and Microsoft Azure), continuous integration servers, docker,and compute clusters. In this position you will be supporting our customers via phone, email, and other methods. Training and hands on learning is provided.

Aside from day-to-day responsibilities of troubleshooting and resolving customers' installation and licensing issues, you will have the opportunity to expand your skillset by participating in projects and working with different areas of the organization. This will help you to prepare for the next step in your career at MathWorks.

Hours for this position are 9:30am - 6:30pm.

MathWorks nurtures growth, appreciates inclusivity, encourages initiative, values teamwork, shares success, and rewards excellence.

Responsibilities

Technical Support

• The majority of time will be spent troubleshooting both internal and external customer requests via the phone, email and web.


• Troubleshooting work will be span all three major platforms Windows, MacOS, and Linux.


• Be a voice for our customers within MathWorks by providing insight into the customer experience.

Project related activities

• Projects will be assigned based on career objectives, interests, and departmental needs.


• Will be responsible for: identifying and implementing ideas for process and policy improvements; writing and reviewing solutions; and participating on cross-functional teams

Teaming activities

• Collaborate with team members.


• Decision making, consensus building, conflict resolution, and problem solving on team related issues.


• Provide input/feedback that defines solutions for technical issues encountered by the rest of the team.

Qualifications

• A bachelor's degree and 1 year of professional work experience (or equivalent experience) is required.

Additional Qualifications

• Degree focused in Computer Science, Information Technology, or STEM is preferred


• 6-12 months of IT experience


• Experience in a customer-facing role


• Working knowledge of Linux, Windows, Mac, Networking, and knowledge of License Management


• Ability to identify and implement process and policy improvements


• A passion for technology