Hi, we’re Carbyne. We’re on a mission to help emergency call centers save lives every day. As the leader in emergency collaboration technologies, we’re building a platform that brings game-changing capabilities to people in crisis, such as live video, instant chat, location tracking, and AI based capabilities for faster handling of emergency calls. Our platform unifies the flow of life-saving information to emergency call centers, so they can handle emergencies faster than ever, and get to the right people, in the right place, at the right time. We currently provide services to over 400 million people in over eight countries around the world, and partner with Google, Cisco, Amazon, and Microsoft to deliver life-saving technologies.
Want to join our mission-driven team? Read on.
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Carbyne is looking for a bright, passionate and talented Senior Technical Support (Tier-2/Tier-3) engineer to support our customers and worldwide teams in their use of Carbyne's platform and to ensure ongoing success with our rapidly growing company.
The Technical Support Engineer is a key part of our Global Operations team. You will be working directly with our customers, partners, and other internal customer facing and engineering departments on dealing with a complex SaaS infrastructure and strict SLA.
Your working day will Include diagnosing logic errors, logging bugs, helping prioritize and communicate fixes and helping to drive the quality of our customers' experience with Carbyne solutions. Furthermore, you will be part of a growing team and as such will help to scale our monitoring capabilities, support methodologies and CRM platforms.
Here’s what you’ll be working on:
- Cross-Team Collaboration: Work closely with our development, QA, Product, and customer success teams to ensure effective communication and collaboration throughout the organization. Proactively engage with stakeholders to address technical issues and provide timely support.
- Ownership: Take ownership of technical issues reported by customers, partners and internal teams, resolve problems efficiently, and ensure customer satisfaction. Act as the primary point of contact for technical escalations, providing expert-level troubleshooting and issue resolution.
- Proactive approach: Anticipate potential technical challenges and take proactive measures to prevent them. Identify areas for improvement in our systems and processes, and propose and implement innovative solutions to enhance efficiency and customer experience.
- Monitoring expertise: Leverage your deep understanding of monitoring software and hardware, such as Datadog or similar tools, to monitor and maintain the performance and reliability of our emergency response platform. Proactively identify and resolve any issues related to system performance, network connectivity, or hardware failures.
- Escalation workflow: Utilize deep understanding of critical escalation processes to assess and prioritize urgent technical issues. Serve as a subject matter expert, swiftly resolving high-priority incidents through timely communication, escalation, and resolution to minimize downtime and customer impact. Collaborate with internal teams and stakeholders to enhance critical escalation workflows and ensure efficient incident management.
- Knowledge Base expertise: Develop technical articles, troubleshooting guides, and FAQs to facilitate efficient issue resolution and self-service support. Continuously update the knowledge base with new solutions and best practices to ensure accurate and up-to-date information for both internal teams and customers.
Requirements
- Demonstrate substantial experience as a Technical Support Engineer (Tier-2/Tier3) or in a similar role in a SaaS company, showcasing a strong emphasis on cross-department collaboration and taking ownership of responsibilities
- Extensive expertise and hands-on experience with monitoring tools like Datadog or similar software and hardware systems
- Exhibit strong analytical capabilities and problem-solving aptitude, enabling effective troubleshooting of complex technical issues
- Strong proficiency in cloud computing platforms, particularly AWS (Amazon Web Services) or similar platforms like Azure or Google Cloud Platform
- Identify and escalate critical issues to the appropriate internal channels, ensuring timely response and testing, and communicate the resolution to all relevant stakeholders
- Communicate clearly and effectively with customers, partners and internal teams regarding issues impacting their service, ensuring efficient resolution and minimizing downtime
- Display exceptional communication and interpersonal skills, enabling successful collaboration with internal teams and stakeholders
- Retain a proactive approach and demonstrate the ability to anticipate and prevent potential technical challenges before they occur
- Thrive in a fast-paced and agile environment, adapting to changing requirements and delivering results within specified timeframes
- Familiarity with data tools and the ability to derive valuable insights from system metrics and logs is a desirable asset
- Cognizance with project management methodologies and practices to effectively contribute to projects and initiatives within the organization
Join our team at Carbyne and contribute to revolutionizing emergency response technology. Apply now to be part of our dedicated and innovative team of professionals.
What else we’re looking for:
Carbyne’s responsibility is great, and so are our people. People at Carbyne choose us because they see how much each person matters, contributes, and counts.
We’re a mission-driven team with a strong set of values. We take them pretty seriously here at Carbyne, and want to make sure that anyone who joins our team takes them seriously, too. If you grabbed coffee with any of our team members, you would see that we:
- Excellence - Thrive to create great things. Mistakes create innovation, collaboration and authenticity - people can be themselves - ask any questions, see mistakes as opportunities to learn, to get better.
- Responsiveness - Adaptive to new situations, new people, clients expectations, solving problems fast and together.
- Simplicity - Listening, thinking, smart solutions, tools that work for you and for our customers, Services which warms the heart, Delivery that makes the complex simple.
- Warmth - To collaborate with our internal teams and partner with our clients, we must show our empathy, warmth, and mutual respect. It’s a big part of who we are at Carbyne.
- Reliability - Everyone takes responsibility and is very proactive.
- Tech forward, to keep people first - Our consistent, unyielding drive to iterate and improve is linked to our desire to manifest real change for the people who use our tools every day.
