Support Engineer

Support Engineers at SmartRent work with teams across the organization, providing additional technical assistance ranging from advanced troubleshooting for Residents and Property Staff, validating and finding reproduction steps for reported issues, testing new device firmwares before being released, configuring environments and devices for demos, trade shows and employees, and helping maintain data for our clients.

You’ll interact with our Support Team, QA and Engineering Teams, and Product and Product Marketing teams on a regular basis, as well as various other teams as needed. You’ll be exposed to all of our products and have many opportunities to learn new things.

Responsibilities

Assist Support Team with Resident and Property Staff issues

Triage escalated issues, escalating to Tier-3 or the Product Team as appropriate

Validate reported bugs, testing with different devices and configurations

Test new device firmware versions, executing a detailed set of test cases

Pull data and reports for Internal teams and External clients

Maintain internal knowledge bases and document processes and best practices

Maintain production data, preparing for data migrations and integrations

Assist internal users with creating and maintaining demo environments and personal installations

Technical liaison for other teams, helping prepare for trade shows, maintaining local demo and testing equipment

Other duties as assigned

Required Qualifications

Exceptional attention to detail

Strong written and verbal communication

Passionate about tech and a desire to learn

Preferred Qualifications (one or more of the following)

Experience with SmartHome Technology, Z-Wave, Zigbee, BLE

Basic knowledge of software development

SQL experience

Familiarity with QA Workflows and ticketing systems such as JIRA

Experience provisioning small office networks, Ruckus or Ubiquity networking equipment

DNS configuration, static IP configuration and management

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