Technical & Applications Support for Consumer Electronics Products

This is NOT an IT-Support position. Responsibilities for this position cover TWO areas. One area includes providing day to day Technical Support via phone and e-mail to users for of company’s Hard Drive Duplication and Digital Forensic data Imaging hardware products, resolving customer/user generated questions or issues in a timely and effective manner. The second part of the role is providing Applications Support, pre-sales product features and functions information and education to customers of the company.

Open only to US citizens and Green Card holders. No H1-B sponsorship.


REQUIRED Qualifications

-Minimum of 5 years of experience in a Technical & Applications Support position in support of products in Consumer Electronics, PC, Set Top box, Electronics Appliances, Networking (routers, switches,..etc), Electronic Office Equipment (printers, copiers,…etc) product markets is REQUIRED

-Demonstrable ability and experience in working as Subject Matter Expert on company’s products, ability to write Application Notes, User Manuals, Instructions, PowerPoint presentations on the use and operation of products is REQUIRED

-Demonstrable ability and experience in conducting product testing (QA) and validation of features and functions is REQUIRED.
-Experience is use of SAGE software is REQUIRED

-Complete familiarity with PC operating systems (including Windows, Linux and MAC), subsystems, hardware and software ( including motherboards, peripherals and other embedded elements) is REQUIRED.

-Knowledge and experience with hard drive technology/interfaces including IDE, SATA, SCSI, SAS, PCIe hard drives and SSDs is REQUIRED.

-Knowledge and experience with networking protocols (Telnet in particular), RAID configurations, file access protocols such as CIFS or NFS is a PLUS.

-Knowledge and experience with digital forensic hardware and software is a PLUS.

-Knowledge and experience in test Automation and Python programming is a PLUS.

-Ability to analyze, research and solve technical problems; ability to solve complex technical issues/questions by applying trouble-shooting skills and testing procedures is required
-Professional-level telephone and e-mail customer service skills, including the ability to interface with customers with different skill levels including non-technical users.
-Advanced organizational/interpersonal skills required including the ability to escalate problems when required
-Ability to accurately document support calls on internal company system
-Excellent written and communication skills
-Must have excellent follow-up skills to ensure open tickets are responded to with frequent updates on status to the customer and to ultimate closure and resolution
-Ability to multi-task

Excellent company benefits:

* Health and Dental insurance
* Vacation days
* Paid Sick days
* Personal Day
* 401-K savings plan