Senior Customer Support Engineer

Westford, MA

Qualified candidates must be lawfully authorized to work in the U.S.

Description

This is no ordinary Job…We’re on a mission to transform America’s Emergency Communications.

We have an affordable way to solve America’s emergency communications problems and improve emergency preparedness.  Mutualink is a revolutionary interoperable emergency communications solution that links police, fire, schools, hospitals and other critical assets together into seamless community-wide emergency preparedness networks.  In addition, we support domestic and international Homeland Security agencies as well as US Defense and Coalition Partners.

We are a nimble, fast moving small company with innovative technologies.   We are looking for team members who see our vision and who have the motivation and belief that they can help us transform crisis communication effectiveness around the world.  Mutualink is ideal for individuals who would like to make a lasting contribution to improving America’s community safety and emergency preparedness in a way that can save lives.  To learn more, please visit: www.mutualink.net.

We are seeking a Customer Support Engineer to join our innovative and dynamic team in Westford, MA.   The ideal candidate will thrive in a small startup environment and be comfortable supporting a wide variety of technologies in diverse deployment environments.  As a member of the Mutualink support team you will provide technical assistance for deployed customer installations as well as provide troubleshooting for issues that arise during the installation of the Mutualink solution.

Primary Duties and Responsibilities

  • Working collaboratively in a cross functional team including, Development engineering, SQA, field operations and sales.
  •  Providing tier 2 and tier 3 support via email, phone and live Mutualink systems.
  •  Exceptional diagnostic and trouble shooting abilities
  •  Helping to manage basic system and network maintenance.
  •  Use of support tools for data collection and case tracking.
  •  Provide technical leadership within support team
  •  Supporting a First Responder communications system that significantly impacts millions of lives.

Job Qualifications

  • 5+ years experience in a product support engineering role;
  • Experience supporting complex remotely deployed communications equipment;
  • In-depth knowledge of the Linux operating system including commands, utilities, configuration and networking;
  • Working knowledge of IP networks and network protocols
  • Proficiency in managing applications for one or more of the following operating systems:  Windows, iOS or Android, or Linux.  This should include knowledge of installation, utilities, and configuration.
  • Experience supporting Voice-over-IP (VoIP), Video over IP, Radio systems, or Mobile technology is highly preferred;
  • Strong interpersonal and communication skills with an emphasis on calm interactions under pressure, and thorough documentation for case tracking;
  • Ability to work in a busy and dynamic environment while servicing customer needs in a calm and professional fashion.
  • BS CS/EE or equivalent.

Desirable Qualifications

  • Networking certification a plus (CCNP, CCIE etc.).
  • Working knowledge of the Bash, Perl, Python or Tcl/Expect scripting languages;
  • Bilingual with fluency in Portuguese or Spanish to include reading and writing a plus.

We offer a competitive compensation and benefits package, a great team to work with and a mission that you can be part of that will absolutely make a difference.  Interested candidates should submit a resume to:  careers@mutualink.net.

Job level assignment and associated compensation are determined based on the Company’s assessment and evaluation of a candidate’s overall qualifications and experience in accordance with its policies.

Equal Employment Opportunity and Affirmative Action

Mutualink, Inc. (“Mutualink or Employer”) is an equal employment opportunity and affirmative action employer, dedicated to the policy of nondiscrimination in employment on any basis prohibited by law. Mutualink is committed to providing equal employment and advancement opportunities without consideration of race, color, religious creed, age, sex, sexual orientation, gender identity or expression, marital status, national origin, ancestry, veteran status, mental retardation, genetic information, disability, or other legally protected status, unless there is a bona fide occupational qualification under applicable Connecticut statute excluding persons in one of the foregoing protected groups. Additionally, Mutualink will take affirmative action to ensure workplace equality, avoid all forms of discrimination, and develop a workforce that is representative of all segments of the population.

Interested in this position? Email your resume and cover letter to careers@mutualink.net.