ISS Technical Support Engineer (TSENG)

$70,000 - $90,000/Yr

Integrity Security Services - Irvine, CA

Full-time - Entry Level

Irvine, CA

Administrative and Support Services

About the position

The ISS Technical Support Engineer (TSENG) plays a crucial role within INTEGRITY Security Services (ISS), a part of the Green Hills Software (GHS) family, dedicated to delivering top-notch end-to-end security solutions. This position is based in Irvine, CA, with potential travel to customer sites in Detroit, MI, and Boston, MA. The primary responsibility of the Technical Support Engineer is to become an expert user and administrator of the ISS Device Lifecycle Management (DLM) system. This role requires a proactive approach to meet the needs of a fast-paced and evolving business environment, ensuring that customer requirements are addressed promptly and effectively. As a member of a small, highly productive team, the Technical Support Engineer will engage directly with customers, taking ownership of reported issues and guiding them through to resolution. This involves researching, diagnosing, troubleshooting, and identifying solutions to various system issues. The engineer will manage the customer issue ticketing system, ensuring that all customer interactions are logged accurately and that follow-ups are conducted as necessary. Additionally, the role requires capturing and formally documenting customer requirements, acting as a liaison between customers and the engineering team, and providing timely reports on issue resolution progress. The ideal candidate will possess a strong working knowledge of major operating systems, including Windows, OS-X, and Linux, and will be adept at diagnosing and troubleshooting technical issues. Excellent problem-solving and communication skills are essential, as the engineer will need to provide clear, step-by-step technical assistance to customers. Familiarity with remote desktop applications, help desk software like Zendesk, and core web technologies such as HTML and JavaScript will be beneficial. The position is full-time, with standard working hours from Monday to Friday, 8:30 a.m. to 5 p.m., and may require occasional travel to remote customer sites.

Responsibilities

• Administer the DLM system as an expert on behalf of customers.
• Work on-site with customers and attend customer meetings as needed.
• Take ownership of reported customer issues and see problems through to resolution.
• Research, diagnose, troubleshoot, and identify solutions to resolve system issues.
• Manage the customer issue ticketing system.
• Capture and formally document customer requirements.
• Properly escalate unresolved issues to appropriate internal teams.
• Liaison between customers and the engineering team.
• Follow-up on action items and escalate issues as needed.
• Ensure all issues are properly logged.
• Provide accurate and timely reports.
• Maintain a positive and constructive relationship with customers.
• Work under general supervision.
• Occasionally travel to remote customer sites.
• Perform other tasks that may arise.

Requirements

• Bachelor's degree in software, computer, electronics, or other relevant engineering disciplines.
• Proven work experience as an Engineer or Technical Support Engineer or similar role.
• Working knowledge of major operating systems including Windows, OS-X, and Linux.
• Ability to diagnose and troubleshoot basic technical issues and drive action items to closure.
• Familiarity with remote desktop applications and help desk software like Zendesk.
• Excellent problem-solving and communication skills.
• Ability to provide step-by-step technical help, both written and verbal.
• Strong organizational skills and diligent record keeping.
• MS Office literacy including Word, Excel, and PowerPoint.
• Familiarity with core web technologies including HTML and JavaScript.
• Familiarity with web security technologies like PKI and TLS.

Benefits

• Base salary range of $70K-$90K + bonus + equity + benefits based on experience.