Sustaining Engineer I

SONIFI Solutions Incorporated; United States; Remote; USD 55,000 - 75,000; Full time

Job summary

A leading company in guest technologies is seeking a Sustaining Engineer I to provide advanced technical support for various systems, including Free-To-Guest TV and IPTV. The role requires strong communication skills, technical expertise, and the ability to collaborate effectively. Candidates should have a Bachelor's degree in a relevant field and experience in enterprise-level technical support. This position offers a competitive salary and benefits, contributing to the enhancement of guest experiences in the hospitality industry.

Qualifications

• 5+ years in enterprise level technical support.
• Strong oral and written communication skills.
• Familiarity with healthcare operations.

Responsibilities

• Serve as a technical liaison between TAC and Engineering teams.
• Respond to escalation requests requiring immediate attention.
• Coordinate troubleshooting sessions with TAC Agents and vendors.

Skills

Communication

Troubleshooting

Collaboration

Education

Bachelors degree in Engineering

Bachelors degree in Computer Science

Bachelors degree in Information Systems

Tools

Unix/Linux

BASH Shell

AWS

Job description

For more than 40 years, SONIFI has provided guest technologies and professional services to help hoteliers improve guest satisfaction, simplify operations, and increase revenue. Our innovations have led the hospitality industry through many changes in guest behaviors, preferences, and technologies – and we continue to lead the way in creating more connected, smart digital hospitality experiences both now and in the future.

SONIFI’s culture of innovation enables us to be one provider who can deliver seamless guest experiences across a variety of solutions, including guest Wi-Fi and internet services, engaging interactive TV platforms, the widest entertainment offering in the industry, and smart device and system integrations.

About the Role:

The Sustaining Engineer I will provide advanced technical support for SONIFI systems, including but not limited to traditional services like Free-To-Guest TV (FTG), Interactive TV, IPTV, Video on Demand (VOD), Casting and Over-The-Top (OTT) video streaming services as well as Healthcare related offerings, like Digital Door Signs and Digital Whiteboards. Sustaining Engineers work with complex products and their related technologies that range in maturity from leading edge (early adopter) to legacy (EOS/EOL). This position utilizes a breath and depth of technical know-how to provide outstanding escalation support, perform superior technical triage, deliver timely problem resolution and complete extensive upgrades on mission critical systems at some of the most prominent hospitals across the United States and Canada.

Responsibilities:

• Serve as a technical liaison between the Technical Assistance Center (TAC) and internal Engineering teams.
• Respond to escalation requests from TAC Agents, both Tier 2 and Tier 3, requiring immediate attention.
• Determine customer impact resulting from reported issue and establish appropriate course of action to successfully triage the problem, identify root cause and pursue corrective actions to resolve.
• Collaborate with other team members as needed to ensure the best course of action and response.
• Work with internal Engineering Teams (Software, Hardware, Networking, etc.) and third-party vendors for further address of unresolved issues that require their involvement to drive to resolution.
• Submit supporting detail of confirmed product defects requiring Engineering to correct (JIRA ticket).
• Provide high-level support for the setup/installation of SONIFI systems and required integration into existing systems within new or established networking environments.
• Perform as assigned system upgrades, firmware updates, device configuration and remote monitoring.
• Establish and maintain technical mastery over SONIFI proprietary solutions and internal tools.
• Coordinate and lead troubleshooting sessions with TAC Agents, Field Service Representatives, and on-site customer personnel as well as outside partners or vendors as needed.
• Deliver prompt and effective communication to ensure an exceptional customer experience.
• Provide concise status updates during the problem resolution phase to internal and external stakeholders keeping them apprised of the situation and state of the technical triage. Update related escalation email threads and Salesforce case notes accordingly.
• Participate in Post-Incident-Reviews of incidents where Root Cause Analysis has been requested.
• Author, edit, review, and revise technical documentation including KnowledgeBase (“KB”) articles and other training materials.
• Host product demonstrations, facilitate white boarding sessions and deliver technical talks as needed to support triaging efforts or further the technical understanding of targeted audience, including TAC agents and peer SE’s.
• Contribute to the technical training and development of other support personnel.

Qualifications:

• Bachelors degree in Engineering, Computer Science, or Information Systems/Technology/Security and five plus years of experience in enterprise level technical support involving broadcast technologies in a networked environment, or the equivalent education and/or experience.
• Must have strong oral, written and presentation skills and be an excellent communicator.
• Must have high respect for following established security protocols and complying with HIPAA rules and regulations.
• Must be comfortable and confident in driving collaborative troubleshooting efforts in a team setting.
• Must be able to prioritize and complete project tasks with minimal supervision and without error.
• Must have familiarity with Unix/Linux and use of the BASH Shell (CLI).
• Must have familiarity with healthcare operations.

Preferred Experience in Applicable Technology (any):

• Scripting; PHP
• Networking; TCP/IP
• Distribution; RF, Ethernet, Fiber, Wi-Fi
• Cloud; AWS

Preferred Experience with Applicable Products & Vendors (any):

• Networking HW; Cisco, Aruba, Ruckus, Nomadix and Fortinet
• Display HW; Smart TV’s (LG/Samsung), Set Top Boxes (LG), Chromecasts (Google)

Preferred to have Applicable Certifications:

• CompTIA; Network+, CompTIA Linux+, or equivalent.

Together, we can build your future!

Salary range for this role is $55,000 – $75,000 per year. The salary of the finalist selected for this role will be set based on a variety of factors, including but not limited to, location, experience, education, specialty, and training. This pay scale is not a promise of a particular wage. This position is also eligible for a variety of other benefits.

SONIFI’s team is changing people's lives through memorable guest experiences - all delivered through an integrated technology and service platform. We work with global brands like AT&T, LG and Samsung and leverage technology from Google and Amazon. SONIFI's core solutions include interactive television, streaming, Internet access, Free-To-Guest, and healthcare integrations, along with unparalleled nationwide technical support and professional services.

We consider all qualified applicants for employment regardless of age, race, color, national origin, sex, religion, veteran status, disability, sexual orientation, gender identity, or any other protected status.