Sr. Product Support Engineer

| Greater Boulder Area
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Who Is Spectralink? 

Spectralink provides best-in-class Wi-Fi smart phones that enable mobile workers like nurses, warehouse staff and big store sales associates to do their job better than ever. 

As the global leader in purpose-built wireless communications, we’ve deployed over 3 million devices to customers around the world.  Our dedication to listening and understanding the needs of the customer is the foundation of our business. We use this expertise every day to build the right solutions for mobile workers. 

Headquartered in Boulder, Colorado with offices in the U.K. and Denmark, we are one global company with a common vision and mission to provide the best possible enterprise mobile experience for our customers. 

About the position

Our mission is to provide our customers with the best possible enterprise mobility experience in the industry. As part of the Product Support team, you’ll serve as a point of escalation, via phone or email, for complex technical issues reported by all our customers. Our customers include end users, distributors or resellers, application partners, internal technical sales group, and some in-house support.  You’ll use your extensive knowledge of data networking and wireless technologies, to identify, troubleshoot and resolve technical issues that prevent our products from working in various environments.

If your customer service skills are as good as your technical skills, we’d love to hear from you.

Duties and Responsibilities

  • Provide remote on-site support to Spectralink customers across North America
  • Ability to travel to customer sites 50%-100% of the time
  • Travel to customer sites on short notice for extended periods of time
  • May work irregular hours when deployed to a customer site
  • Investigate customer issues, collect detailed data including wired and wireless packet captures, log file data, and syslog data to be analyzed, to identify and resolve customer issues
  • Work with customer and internal technical resources to identify all contributing factors to technical and application integration issues being reported with Spectralink devices
  • Support the installation and ongoing maintenance of the Spectralink device with call servers by analyzing and resolving issues related to messaging between products
  • Work customer issues to resolution via Technical Support ticket queue, emails and escalated phone calls from Tier 1 support line
  • Participate in after hours on-call support on a rotational basis
  • Required to have a strong understanding of wireless LAN interoperability to be able to ensure Spectralink products are configured correctly to work properly in a wireless environment

Qualifications

  • High School Diploma or equivalent
  • 5 or more years of network/telephony experience
  • Experience with SIP protocol, TCP/IP, Networking, Ethernet (802.3), routing, switching, multicast technologies, WLAN (802.11a/b/g/n) technologies, packet captures and analysis both wired and wireless, QoS, WAN, Wireshark, OmniPeek
  • Ability to interact and provide excellent customer service/experiences both remotely and on-site with Spectralink customers
  • Strong communication skills both verbal and written.

Nice to haves:

  • Bachelor’s Degree in Technology related field
  • CCNA, CWNA, SSCA or higher certifications
  • Experience with DECT and 900 MHz technology
  • VMWare, server administrator for Windows and Linux
  • Android experience

 Location: Boulder, CO. (We offer relocation assistance)

Physical Requirements:

  • Prolonged periods of standing, bending, sitting, and kneeling
  • Transport equipment up to 40 pounds
  • Work irregular hours and for extended periods of time
  • Ability to travel extensively via plane or car

 What We Offer: At Spectralink you’ll have an opportunity to work in an established, profitable company on well-respected, globally distributed products. 

When you look us up you’ll find that we have been around for a while and have had an amazing ride; an IPO, an acquisition, now coming full circle with the tremendous opportunity to be back on our own. We are excited about the future. We have an incredibly dedicated and passionate team, new executive leadership and a renewed focus to continue to dominate our industry. 

All of this history makes us unique, we’re a smaller company (under 200) which means you’ll have a voice in the organization, along with a seasoned team and proven products all without the worry of where the next round of funding will come from. We offer a 401k match as well as a comprehensive benefits plan. 

Join us and be part of our next great chapter! 

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Location

2560 55th Street, Boulder, CO 80301

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