Software Support Engineer at Four Winds Interactive

| Greater Denver Area
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Overview

The Software Support Engineer works closely with various internal teams and with the Development team to ensure that the software and hardware perform correctly for our customers, both during and post-implementation.  This position will evaluate customer software, hardware, network and other infrastructure issues and work with internal teams to address and resolve issues. The Software Support Engineer will document and communicate thoroughly with all impacted parties. This position has a high degree of complexity and ownership to resolve the hardware and software issues that may arise. The Software Support Engineer will report to the QA Director and this position is not a management position.

We know there’s no such thing as a “perfect" candidate - we’re all a work in progress and are growing new skills and capabilities all the time. We encourage you to apply for a position with FWI even if you don’t meet 100% of the requirements. We believe in fostering an environment where there are a diversity of perspectives, in hopes that we can all thrive.

Responsibilities

  • Act as top-level escalation point on support issues for key clients to the development team. This will include remote and onsite troubleshooting and management of resolution.
  • Analyze complex software implementations with customized criteria tailored for the specific customer’s environment.
  • Own resolution process of customer escalations including providing detailed project plans, timelines and updates. Will document and maintain associated records for internal use and tracking.
  • Build and define escalation process for development team, implementing best practices and industry standards throughout the organization.
  • Create and train on scalable work-flow system for existing and future team members.
  • Create and document detailed solutions and workarounds to build a knowledge database that can be shared with other departments.
  • Work cross-functionally with the Sales, Technical Sales, Services and Support organizations to ensure the success of the FWI solutions with our customers.
  • Work with all departments and Tier levels to obtain fundamental understanding of the FWI’s software, services and hardware.

Qualifications

  • Bachelor’s Degree in Computer Science, related technical degree, or equivalent experience.
  • 2+ years of' work experience supporting complex enterprise software and networking/systems.
  • 2+ years’ experience interfacing and preserving client relationships in SaaS environment
  • Proven ability to learn new software quickly for the purpose of supporting end users
  • Effective communication: ability to listen and understand customer issues and translate into actionable requirements
  • Proven ability to prioritize and manage the escalation queue based on customer and business impact.
  • Experience consulting with and training internal teams.
  • Team player with strong interpersonal skills to work with development, sales, implementation and support in a dynamic and innovative company environment.
  • Ability to troubleshoot Windows Server Infrastructure, associated networks, security issues and connectivity.
  • Ability to troubleshoot operating systems including but not limited to Mac, Windows, iOS, and Android.
  • Experience tracking and maintaining records within ticket management system(s).
  • Thorough understanding of current industry network hardware, protocols, and standards.
  • Working knowledge of Cloud Storage concepts and computing (such as AWS and Azure).
  • Experience with SQL database, administration and maintenance.
  • Experience working with of Group Policy and permissions to resolve and troubleshoot.
  • Ability to learn, read and modify scripts used by our software to execute interactivity and play triggers.
  • Proven involvement providing support via Remote Support tools—LogMeIn, Go2Mmeeting, VNC, Dameware, LabTech and RDP.
  • Experience configuring and/or using VMWare.

 

All applicants must be authorized to work in the United States.

Job Posting - Salary Range

Compensation Range: $68,000.00 - $85,000.00

About Four Winds Interactive

With 6,000+ clients and over 500,000 screens deployed, FWI’s software platform is driving Visual Communications to millions of people every day, all over the world. We are a values-driven organization that encourages our employees to bring their authentic self to work every day and empowers everyone to make a tangible impact on our products, clients and culture. Our employees are passionate about their craft, but they are also parents, skiers, comedians, runners, animal lovers, foodies and phenomenal human beings who appreciate our dedication to providing a healthy work/life balance.

 

We’re proud to be one of Built In Colorado’s top digital tech companies. At FWI, our culture is important to us. We are a diverse team of talented, passionate people who want to make a difference, but don’t take ourselves too seriously. If our core values speak to you, we want to meet you:

 

  • Bring your best self
  • See it
  • Own it
  • Crush it
  • Be Gracious

Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status.

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • .NETLanguages
    • C#Languages
    • JavaLanguages
    • JavascriptLanguages
    • ObjectiveCLanguages
    • SwiftLanguages
    • TypeScriptLanguages
    • jQueryLibraries
    • ReactLibraries
    • ReduxLibraries
    • ASP.NETFrameworks
    • Node.jsFrameworks
    • XamarinFrameworks
    • Microsoft SQL ServerDatabases
    • MongoDBDatabases
    • MySQLDatabases
    • RedisDatabases
    • Google AnalyticsAnalytics
    • ExcelAnalytics
    • AlteryxAnalytics
    • TableauAnalytics
    • SalesforceAnalytics
    • Affinity DesignerDesign
    • IllustratorDesign
    • InVisionDesign
    • PhotoshopDesign
    • SketchDesign
    • BasecampManagement
    • JIRAManagement
    • Microsoft ProjectManagement
    • SmartsheetManagement
    • TrelloManagement
    • WordpressCMS
    • SalesforceCRM
    • PardotEmail
    • PardotLead Gen

Location

Our office is in the trendy Golden Triangle area, steps away from museums, galleries, restaurants, cafes, bars, and public transportation.

An Insider's view of Four Winds Interactive

What's something quirky about your company?

It took me a while to adjust to the fitness culture at FWI. I would show up to a meeting and the person sitting across from me might have just come back from yoga or CrossFit dressed in their workout gear. Once I got used to seeing executives in sandals and sweats every once in a while, I’ve come to love how invested FWI is with employee wellness.

Steve

Senior Director, Technical Operations

What projects are you most excited about?

I'm excited about FWI’s exemplary commitment to its people. It’s evident there are many diversity and inclusion efforts, not only led by our Diversity, Equity, and Inclusion Council but also from motivated individual contributors. This creates an environment where we can stay true to our core values and bring our best selves every day!

Maithy

Talent Acquisition Partner

How has your career grown since starting at the company?

I started at FWI in Tech Support. After a year of learning as much as I could about FWI’s Content Manager applications, I applied for the Technical Engineer position with FWI’s Tiger Team. I will continue to grow my career as FWI continues building the latest and greatest tech and software in the digital signage industry.

Will

Technical Engineer

What unique initiatives do you have that encourage innovation?

Working remotely during the pandemic, we realized we loved the flexibility but also missed one another. We started a cross-collaborative team to emerge our way of working, with a vision to connecting the positives from both. With design thinking, we found diverse and inclusive solutions that reinvented our office and evolved our work culture.

Kelly

Chief Design Officer

How does the company support your career growth?

As a manager on the People Operations team, I find there are an abundance of opportunities to get involved with supporting personal and professional growth. As a first-time manager, I get to participate in an interactive Manager Bootcamp. FWI also hosts a monthly manager round table, which gives everyone the opportunity to communicate and connect.

Catherine

Director of Talent Acquisition

What are Four Winds Interactive Perks + Benefits

Four Winds Interactive Benefits Overview

You will be challenged in our dynamic environment, supported in your endeavors, recognized for your contributions, and have fun along the way!
We’re building the future of the workplace, enabling frictionless employee experiences, more integrated office spaces, and empowering businesses to better connect with their employees. And we want you to join us.

Culture
Volunteer in local community
Partners with Nonprofits
Friends outside of work
Eat lunch together
Intracompany committees
Daily sync
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Documented equal pay policy
Dedicated Diversity/Inclusion Staff
Highly diverse management team
Our zeal for inclusion fuels our best work. Listen - We commit to hear our colleagues, listen to different points of view and challenge our biases in these moments.
Unconscious bias training
Diversity manifesto
Diversity Employee Resource Groups
We are committed to the idea that DE&I work is a journey. A journey that will prove to have no end, no destination, but a continued focus on becoming better, learning more and implementing more change
Hiring Practices that Promote Diversity
We know there’s no such thing as a “perfect" candidate - we’re all a work in progress. We encourage you to apply for a position with FWI even if you don’t meet 100% of the requirements.
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Wellness Programs
Onsite Gym
Team workouts
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Adoption Assistance
Return-to-work program post parental leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Game Room
Our Welton location has Ping Pong, Pool Table, Foosball, Darts and Basketball.
Stocked Kitchen
Our Broadway location has fully stocked kitchens including rotating flavors of sparkling water on tap.
Some Meals Provided
Happy Hours
Parking
Pet Friendly
FWI's pet policy is dog friendly daily at our Welton office location.
Recreational Clubs
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
Mentorship program
Online course subscriptions available
Customized development tracks
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