The Opportunity: 

Mersive is a rapidly growing software company in downtown Denver that offers an award-winning wireless collaboration product suite that is transforming how organizations work and learn. We are looking for a talented Support Engineer II who can work directly with customers and internal resources to assist in tracking down, assessing, and addressing customer issues. You would be directly contributing to the success of our customers by investigating customer issues, helping customers successfully utilize the Solstice product line, and acting as an escalation path between the customer and the software engineering team.

Applicants should be energetic and self-driven, with a passion for technology and the curiosity to learn and share knowledge. Qualified candidates must be detail oriented and customer centric, able to bring a different perspective and approach to every problem. In this role you would be part of a support team who regularly collaborates with quality assurance, engineering and business teams to rapidly address high profile customer issues. This can be a highly technical position spanning across various and diverse customer infrastructures. 

Who we are:

Headquartered in Denver, Mersive Technologies is well-known as a market disruptor in the collaboration software space that has had 3 straight years of profitable operations and double-digit sales growth. This combination of innovation, rapid growth, and profitability make us a unique technology company. Our wireless collaboration products make the world’s meetings better by a more productive and engaging experience. Among our customers are over 30 Fortune 100 companies and Ivy League universities who use Mersive Solstice to make their workplace meaningful, connected and more enjoyable for everyone. Since launching Solstice in 2014 it has been deployed in over 100,000 meeting spaces through our worldwide sales and integrator partner network.

But who are we? We are a diverse team of over 160 dedicated people who genuinely care about our work, customers and each other. We promote a culture of innovation, trust and accountability.  We value transparency, intellectual honesty, hard work and community.  Mersive is growing quickly, and we are looking for folks who like a challenge and aren’t afraid to break new ground in either technology or business models.

Roles and Responsibilities:

• Frontline ticket management and phone support
• Hardware, software and firmware troubleshooting
• Data analysis across multiple OS platforms (Windows, Mac, iOS & Android)
• Manage escalations from Tier 1 Support Engineers
• Train and mentor Tier 1 Support Engineers
• Helps team members meet or exceed Service Level Objectives
• Identify, test and document possible trends to be escalated to engineering/Tier 3

Required Qualifications/Experience

• 3+ years of customer support experience (ideally within Networking/MSP space)
• Strong written and verbal communication skills
• Must possess strong technical troubleshooting skills - able to parse log data and analyze customer environments for issues
• Must have strong soft skills and ability to work under pressure
• Must possess high level understanding of networking equipment and environments
• Advanced understanding of Audio/ Visual equipment and functionality
• Leads by example in mentoring others and driven to constantly share knowledge
• Expert time management skills and demonstrated ability to manage both individual caseload as well as involvement in escalated/complex cases

Desired Qualifications/Experience

• Experience with video and multimedia streaming
• Experience with network hardware and software
• Knowledge of network protocols (TCP/IP, Service Ports, DNS, NTP)
• Experience with CRM tools (i.e. Salesforce, ServiceNow, Zendesk)
• Experience with defect and test tracking tools (i.e Bugzilla, JIRA, Rally) is a plus
• Bachelors in Computer Science or MIS/CIS or equivalent experience

Why Mersive:

• Competitive compensation and benefits program 
• Work/Life Balance 
• Culture of collaboration, integrity, authenticity and innovation.
• High growth and endless opportunity
• Salary Range of $50,000 to $70,000 dependent upon experience