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Technical Support Engineer

Company: Rave Mobile Safety
Location: Framingham
Posted on: September 13, 2022

Job Description:

Rave makes complex emergency response simple by building easy to use, trustworthy critical communication and collaboration software. Rave's solutions were utilized in 38 million incidents representing billions of individual communications in 2021 alone. This is your opportunity to become a key contributor in a rapid growth SaaS company while representing a product suite that makes an impact on people's lives. Rave has had 11 consecutive years of double-digit growth - join our team and help us continue to grow!
Overview:At Rave, we share the common goal of making the world a better and safer place. We're Ravers. Join us on our mission.Rave's support team is expanding to make sure that our life-saving products are working in the best way possible for businesses and communities throughout the country. Rave is seeking a self-motivated, professional Technical Support Engineer with strong technical software skills. You should be passionate about improving public safety, innovative technology, and creating great software. We continue to experience tremendous growth-and we want to talk to you.Our award winning products are widely recognized as helping to foster quick, relevant, and actionable communication during times of high stress and crisis.What You'll Do:The Technical Support Engineer will play an integral role in the success of the Rave Services team as the expert in troubleshooting and guidance of all Rave products. The successful candidate should have a track record working directly with customers while resolving complex issues in a high paced environment. Primary responsibilities include, but are not limited to:

  • Basic to complex troubleshooting of Rave's suite of notification products
  • Responding to requests for assistance in a timely and professional manner via email, live chat, screen sharing and phone
  • Troubleshooting a broad range of technical issues on the hardware, application, and OS levels
  • Developing a full understanding of all Rave products
  • Managing time and expectations appropriately to meet multiple conflicting deadlines
  • Conducting training on various Rave Products and Services
  • Participation in on-call rotation
  • Act as liaison between the customer and internal Rave escalation teams
  • Constantly drive improvements in process and policy across RaveWho You Are:
    • 3-5 years in enterprise software support (or equivalent)
    • Ability to work independently and collaboratively as needed
    • Excellent investigative and debugging skills
    • Excellent problem solving skills, verbal and written communication skills, ability to work under strict deadlines and interact with customers of varying experience levels
    • Demonstrated ability to research and resolve problems using a variety of tools
    • BA/BS degree required (CS/MIS or technical field preferred)Above and Beyond:
      • Basic Understanding of SMS networks and mobile applications
      • Experience with emergency notification or public safety systems support
      • Command line / Bash scripting
      • Experience in API, SFTP, Zendesk (Zen Talk, Zen Chat, Zen Support)
      • Knowledge of one or more programming languages (Java, C++, Ruby)
      • Knowledge of relational databases (SQL Server, Oracle, MySQL)
      • Knowledge of web services/web technology (HTML, CSS, XML, JSON)Why you'll love it here:
        • We build a very important product that has serious, life-saving implications, but we don't take ourselves too seriously!
        • Competitive base salary
        • Consistent training and coaching for career development
        • Comprehensive medical, dental and vision coverage with significant company contribution
        • Unlimited PTO
        • 401K matching
        • Employee Assistance Program
        • Pet Insurance
        • Flexible hours
        • Friendly, supportive, and encouraging culture; We truly value work/life balance
          Rave is an equal opportunity employer and is committed to sustaining a workforce that reflects the diversity of the customers and communities we serve. We provide equal opportunities without regard to sex, race, religion, age, disability, veteran status, sexual orientation, gender identity or expression, and any other personal attributes protected by federal, state, or other laws.
          To learn more about Rave, please visit

Keywords: Rave Mobile Safety, Framingham , Technical Support Engineer, IT / Software / Systems , Framingham, Massachusetts

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