Note: The job is a remote job and is open to candidates in USA. SafelyYou is a company focused on improving senior living through artificial intelligence, hardware, and remote expert clinicians. The Field Operations Engineer will remotely oversee installations, troubleshoot and resolve issues with on-premises equipment, support customer service operations, and help optimize service availability and quality.
Responsibilities
- Own the installation, configuration, and activation of our on-premises equipment within our customer’s facilities and environments
- Be proficient in the configuration and management of “out of band” access
- Help with troubleshooting issues related to the installation and performance of our sensors
- Guarantee that all installations are fully tested end-to-end and ready for production
- Support our Tier 1 support team - 3rd party offshore team. This team is our first responder to any automated alerts where on-premise equipment is unstable
- Support the on-call rotation for critical issues when Tier 1 is unable to recover critical services for our customers
- Be an active owner in our team of customer issues, responding, troubleshooting, and providing a resolution for on-premise equipment while working remotely
- Use our SLAs as guidelines to improve our support processes and response
- Support the team to strategize on process improvements and additional tools to reduce volume and expedite troubleshooting
- Provide our customers the best experience throughout the process in both written and verbal communications
- Participate in creating SOPs, knowledge-base articles, and cross-training other team members to support the entire service experience
Skills
- **\*CANDIDATES MUST BE LOCATED IN THE UNITED STATES\***
- LAN and WLAN network architecture, advanced knowledge of DHCP, VLAN, static routing, and IP addressing
- Hands-on experience with troubleshooting WiFi performance for edge devices on a customer network
- Hands-on experience integrating with customer's network security and compliance technology across different platforms and vendors
- Advanced Linux System management, including NVIDIA GPU, network interface configuration, and troubleshooting
- Working knowledge of SSM, Docker, and Grafana, ability to assess a system's health and diagnose issues using reporting and common CLI
- Communicate to both technical and non-technical audiences with a high degree of professionalism
- Apply system management and hardware installation skills to troubleshoot, diagnose, and resolve issues in a timely manner
- Leverage Linux skills and attention to detail to ensure a perfect network deployment process every time
- Maintain service uptime SLA and interfacing with customers
- Analyze and identify metrics to increase quality of services to maintain SLAs
- Interact with customers and vendors with community onboarding and ongoing customer. support
- * Minimum 4+ years of related work experience with deploying hardware within a customer's network and remotely managing deployment
- * Minimum 3+ years of related work experience as a Linux System Administrator
- * Bachelor's degree in a technical discipline, such as Information Systems, Network Engineering, or equivalent experience
- * Obsessed about service availability and service quality. Relentless about driving closure to and solving thematic issues that negatively impact the customer journey or business
- * Proficient with system administrator concepts and best practices using Linux commands and AWS SSM/SSH
- * Proficient knowledge of configuring servers, switches, camera devices, routers, VLANs, NAT/PAT
- * A curious mind that leans in via researching, troubleshooting and solving problems that may not be documented or is novel with low to no supervisory direction
- * Strong customer communication and service skills with the ability to work in a fast-paced startup environment
- * Nice to haves: In good standing Certified Cisco Network Professional (CCNP) certification, ability to automate and perform QA on workflows via scripts (Ansible,Python), previous project management experience
Benefits
- A mission-driven company culture
- Fully remote
- Fully paid employee premiums for Medical, Dental, and Vision
- 401k Program
- Monthly Education, Well-being & WFH stipends
- Non-accrual PTO
- Growth Potential
- Company Retreats
- Medical & Family/Parental Leave
Company Overview