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 Escalation Support Engineer Tier 3 who can work directly with escalated customers and internal resources to assist in tracking down, assessing, and addressing product issues. This is a highly technical position spanning across various and diverse customer infrastructures. 

You would be directly contributing to the success of our customers and product by managing the most challenging customer issues, helping customers successfully utilize the Solstice product line, and acting as an escalation path and bridge between the customer and the Engineering/PM/Executive teams, collaborating to resolve high profile customer issues and product challenges.

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.

This position will report directly to the Director of Support Operations.

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:

Communication Skills:

• Exceptional situational management skills applied to customer, management, Services/Sales.
• Independently able to manage customer critical communication, status reports and internal Mersive leadership reporting.
• Able to effectively advocate for customers cross-functionally within Mersive.
• Able to present to technical and non-technical audiences on individual customer situations, as well as trending product issues.

Productivity/Efficiency:

• Is a recognized Subject Matter Expert for the Mersive Products
• Critical thinker, able to bring a different perspective and approach to every problem.
• Consistently helps team members meet or exceed customer response and resolution objectives.
• Expert time management skills and demonstrated ability to manage both individual caseload as well as involvement in escalated/complex cases.

Mentoring / Training:

• Leads by example in mentoring others, driven to constantly share knowledge.
• Seeks to be in the vanguard of new technical and product challenges as a role model to peers.
• Leverages escalated cases for opportunity to reinforce best practices on Engineering problem submission and data.

Escalations and Engineering Interface

• Take charge of internal and external escalations from varied contacts.
• Helps determine appropriate prioritization of bugs and adjusts as demands evolve.
• Monitors active bug status, compliance to process, and escalates as needed.
• Sets expectations and drives resolution while regularly communicating status to internal and external stakeholders.
• Able to perform trend analysis and supply recommendations.
• On call rotation may be required

Knowledge and Case Management

• Guides peers on Knowledge Base usage and best practice.
• Uses Salesforce and Jira to manage and update case details and bugs in a timely manner.
• Applies knowledge and makes use of diagnostic tools to analyze and resolve issues.
• Contributes heavily to overall documentation creation for internal and external communication. 

Required Qualifications/Experience:

• 5+ years of technical support experience (Ideally within Networking/MSP space)
• Technical degree or applicable experience, possessing networking certifications such as Net+, CCNA, JNCIA, CMNO, CMNA, NSE
• Proficient knowledge of network protocols (TCP/IP, Service Ports, DNS, NTP)
• Able to confidently read and understand network topologies, pcaps and RF analysis outputs.
• Extensive hardware, software, and firmware troubleshooting experience
• Data analysis across multiple OS platforms (Windows, Mac, iOS & Android)
• Must possess strong technical troubleshooting skills- able to parse log data and event correlation.
• Must have excellent soft skills- able to defuse escalated customer situations.
• Must have a passion for mentoring and training new hires as well as tenured team members.
• Must be detail oriented with an eye towards project management.
• Must be excited and able to work with ambiguity in fast changing environments.

Desired Qualifications/Experience

• Experience with video and multimedia streaming
• Advanced understanding of Audio/Visual equipment and functionality
• Experience with CRM tools (i.e., Salesforce, ServiceNow, Zendesk)
• Experience with defect and test tracking tools (i.e. Jira, Bugzilla, Rally) is a plus
• Bachelor’s degree in Computer Science or MIS/CIS or equivalent experience

Why Mersive:

• Awarded Denver Top Places to Work
• We are committed to a fair and equitable workplace, and we actively work toward greater diversity and inclusion
• Colleagues are exceptionally bright, kind, invested and inspiring
• Work/Life balance and flexibility
• Excellent ability to learn and grow in this role and beyond
• Culture of collaboration, integrity, authenticity, and innovation
• Competitive pay and benefits.
• Compensation range of $65K to 85K per year, inclusive of base/bonus and depending on skills and experience.