Senior Customer Support Engineer

Westford, MA (Remote)

Description

Mutualink is a leader in building safer and smarter communities through cutting edge technology solutions. We work hand-in-hand with our customers to enable their communities to be safer and more prosperous by connecting those who serve with on-demand, real-time, intelligent situational awareness and collaboration solutions. To learn more, please visit: www.mutualink.net.

We are seeking a Senior Customer Support Engineer to join our innovative and dynamic team based in Westford, MA, but working remotely.  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 work on deploying customer installations and provide technical assistance for deployed installations as well as provide troubleshooting for issues that arise during the installation and operation of the Mutualink solution.

 Primary Duties and Responsibilities:

• Work collaboratively in a cross-functional team including Development Engineering, SQA, Field Operations and Sales
• Provide tier 2 and tier 3 support to customers via email, phone and live Mutualink systems
•  Have exceptional diagnostic and troubleshooting abilities
•  Help to manage basic system and network maintenance
•  Use support tools for data collection and case tracking
•  Provide technical leadership within Support Team
•  Support a First Responder communications system that significantly impacts millions of lives

Job Qualifications:

• 5+ years of 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, network protocols, and network configurations
• 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 scripting language

Compensation

• Competitive base salary
• Medical and other related employee benefits
• Competitive 401K plan with company matching

Application

To apply, please send your resume to careers@mutualink.net

COVID-19

Mutualink may require you to be vaccinated against COVID-19 as a condition of employment prior to your start date, subject to applicable federal, state and local law. Reasonable accommodations for valid medical or religious exemptions will be considered and must be submitted prior to your start date. Furthermore, Mutualink may request that you provide proof of your vaccination status (such as providing a copy of your vaccination card) if you are fully vaccinated, subject to applicable federal, state and local law.

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, intellectual disability, 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.