Job Description

This is a remote position eligible anywhere in the continental United States

POSITION OVERVIEW

The Professional Services Engineer at FileWave (USA), Inc. provides technical software expertise and consultation to existing customers, conducts post-sale training and on-site implementations, and is responsible for developing, implementing, enhancing, and/or maintaining one or more special projects.

PRIMARY RESPONSIBILITIES

• Conduct online and on-site software training, complete professional service engagements and provide follow-up reporting of the results
• Present remote and on-site software product demonstrations for potential and existing customers
• Provide technical customer support of FileWave’s products to IT Administrators via phone, email, ticketing system and chat
• Work with and administer Mac OS X, Windows and UNIX
• Assist with internal technical support of FileWave systems through it.filewave.com
• Document and escalate customer issues to appropriate parties to achieve a resolution
• Actively participate in FileWave’s online community. This includes, but is not limited to, filewave.com/alliance-community and kb.filewave.com
• Maintain knowledge of current Chrome, Linux, macOS and Windows based systems
• Complete projects and tasks assigned by the Engineering Manager
• Meet assigned deadlines and proactively provide regular and timely status updates to address any potential obstacles
• Collaborate with other technical and nontechnical team members to achieve business objectives
• Be available to travel up to 25% (post-Covid)
• Other duties and responsibilities as assigned

MINIMUM QUALIFICATIONS

• Bachelor’s degree in Computer Science, Engineering, or a similar technology-related field
• 3 – 5 years of experience in technical support and/or systems administration
• Experience in a high-volume or critical production service environment
• Knowledge of macOS X, Windows, Linux, UNIX, Active/Open Directory, DNS, Shell & Powershell
• Basic knowledge of iOS and Android, Networking, and Firewalls
• Strong technical analysis, troubleshooting, and problem solving skills
• Superior customer service, collaboration, communication, and training/presentation skills
• Effective organization skills and attention-to-detail

PREFERRED QUALIFICATIONS

• Experience deploying or managing mobile devices in production environments (iOS, Android, etc)
• Experience with Virtualization infrastructure and administration
• Deep understanding of TCP/IP and network architecture and common protocols for data transfer
• Familiarity with security best practices, DNS, HTTP, FTP, PHP, Python, Ruby, PostgreSQL, and HTML5

Company Description

FileWave is a multi-platform device management solution for macOS, iOS, Windows, Chrome OS, and Android. For over 25 years, we have helped organizations around the world manage their unique environments via the FileWave Management Suite. There are many reasons to join our team, such as:

• Excellent compensation and benefits
• Personal and professional development opportunities
• Daily contact with a diverse customer base
• Industry-leading technology
• A positive and collaborative work environment FileWave is an equal opportunity employer. All candidates will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status.