Support Engineer, Tier 1 at Mersive

| Greater Denver Area
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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, Tier 1 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 and helping customers successfully utilize the Mersive product line.

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 are not afraid to break new ground in either technology or business models. 

Roles and Responsibilities:

  • Frontline ticket management and phone support
  • Document and update consistently customer tickets according to issue reported
  • Hardware, software, and firmware troubleshooting
  • Data analysis across multiple OS platforms (Windows, Mac, iOS & Android)
  • Manage non-technical requests such as password reset, license request etc.
  • Ensure adherence to Department Service Level Objectives
  • Participate in creating Knowledge base content

Required Qualifications/Experience

  • 2+ years of customer support experience (ideally within Networking/MSP space)
  • Strong written and verbal communication skills
  • Strong technical troubleshooting skills - able to parse log data and analyze customer environments for issues
  • Passion for assisting customers and ability to work under pressure
  • Possess high level understanding of networking equipment and environments
  • Good understanding of Audio/ Visual equipment and functionality
  • Leads by example in mentoring others and driven to constantly share knowledge
  • Excellent time management skills and demonstrated ability to manage both individual caseload as well as ad hoc internal and external requests.

Desired Qualifications/Experience

  • Knowledge of network protocols (TCP/IP, Service Ports, DNS, NTP)
  • Experience with CRM tools (i.e., Salesforce)
  • Experience with network hardware and software
  • Experience with video and multimedia streaming
  • Bachelor’s in computer science or MIS/CIS or equivalent experience

Why Mersive:

  • Competitive compensation 
  • Comprehensive medical, dental and vision plans
  • Company paid Life, AD&D, STD and LTD insurance
  • 401(k) retirement savings plan
  • Work/Life Balance 
  • Culture of collaboration, integrity, authenticity and innovation.
  • High growth and endless opportunity
  • Competitive targeted compensation range of between $45K - $55K, inclusive of salary and bonus

All offers of employment at Mersive are contingent upon clear results of a thorough background check. Mersive is an Equal Opportunity Employer. Mersive does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status or any other basis covered by appropriate law. We celebrate diversity in all forms. 

By clicking on the “submit application” button and applying for a job at Mersive, you are agreeing to submit your data to Mersive for the purposes of determining qualification for the role. In addition, Mersive will keep the personal data you submit now for future recruiting and hiring processes.



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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • C++Languages
    • JavaLanguages
    • JavascriptLanguages
    • PythonLanguages
    • SqlLanguages
    • RustLanguages
    • TypeScriptLanguages
    • ReactLibraries
    • ReduxLibraries
    • Node.jsFrameworks
    • KafkaFrameworks
    • PostgreSQLDatabases
    • SQLiteDatabases
    • RocksDBDatabases
    • IllustratorDesign
    • InVisionDesign
    • SketchDesign
    • ConfluenceManagement
    • JIRAManagement
    • HubSpotCRM
    • SalesforceCRM
    • SendGridEmail

Location

Our company is in the trendy Rino area with plenty of bars and restaurants. Plus, the office is easy to get to since parking is provided!

An Insider's view of Mersive

How would you describe the company’s work-life balance?

Mersive’s work life balance is the epitome of work hard, play hard. We work extremely hard while we are here, but are encouraged to take the time we need outside of work to come back refreshed and ready to tackle the next project. Mersive helps us achieve the balance we need by giving us a generous PTO policy that we can utilize how we see fit.

Megan Dumas

Technical Writer

What projects are you most excited about?

One of the most interesting projects I’ve worked on is what we called the Support Alert/Log Trigger. I enjoyed that I got to use data analysis to identify ‘regions’ where pods are located in order to determine if they’ve been offline for longer than a specified period of time and notify customers of this occurrence.

Jamie Longenecker

Software Engineer I

What makes someone successful on your team?

With Mersive’s growth we need people who are high-energy and excited about building new technology that has an impact. Our most successful employees are smart, creative, and enjoy collaborating with others to solve problems. Most importantly we hire people who value kindness and who will treat our customers and their coworkers with respect.

Michelle Anastasi

Chief People Officer

How do you make yourself accessible to the rest of the team?

I am the QA team lead for our Platform and Integration team, which is the solstice pod, solstice client and dashboard. I let my team know that I am available via email, slack or text and to not hesitate to reach out .It's important for my team members to know they can reach me anytime if they have questions, concerns or just want to talk!

Justin Norman

Senior QA Engineer

What’s the vibe like in the office?

Mersive is different than a lot of tech companies because we have a physical product we design and ship from our Denver office.This creates a buzz in the office and connects team members to the product and to the customer.We really take pride in the work we produce and enjoy sitting back at the end of the day to celebrate our achievements together!

Erik Mikelsons

Logistics Clerk

What are Mersive Perks + Benefits

Mersive Benefits Overview

Our casual atmosphere is one of mutual respect with a dedication to meaningful work. While remote work has transformed our office environment, our focus on collaboration, teamwork, and flexibility has not changed!
We are located in Denver’s busy and diverse RiNo neighborhood, surrounded by restaurants, art galleries, boutiques, and breweries. When the office is open, we offer snacks, cold brew coffee and kombucha on tap, and monthly happy hour outings. We look forward to a day we can fully utilize these benefits together, but until then we are committed to fostering connections and preserving company culture remotely.

Culture
Volunteer in local community
Friends outside of work
Eat lunch together
Intracompany committees
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Unconscious bias training
Diversity manifesto
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
100% company paid
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
You get a 10% discount through our Petplan
Wellness Programs
Team workouts
Mersive's team fitness initiatives include In-office yoga.
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
Performance Bonus
Match charitable contributions
Company matches donations twice a year
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Vacation & Time Off Benefits
Generous PTO
Paid Volunteer Time
Paid Holidays
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Game Room
Our game room includes Ping Pong, Pool Table, giant connect 4, Jenga, and a pin-ball machine changed out every 3 months!
Stocked Kitchen
Happy Hours
Parking
Pet Friendly
Professional Development Benefits
Job Training & Conferences
Mersive offers employees professional development opportunities like onsite training courses, and the flexibility to attend job related conferences and seminars.
Lunch and learns
Cross functional training encouraged
Promote from within
Time allotted for learning
Online course subscriptions available
Customized development tracks
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