Sustaining Engineer I

Position Summary :

The Sustaining Engineer (SE) will provide advanced technical support for SONIFI systems, including solutions for either Hospitality (FTG, Interactive TV, IPTV, VOD, Casting and OTT video streaming services) or GIA - Guest Internet Access (acting as LSP for Internet access, WiFi, and Conference services). SE's work with complex products and their related technologies that range in maturity from leading edge (early adopter) to legacy (EOS / EOL). SEs utilize their breadth and depth of technical know-how to provide outstanding escalation support, perform superior technical triage and deliver timely problem resolution on mission critical systems at some of the largest hotels and hospitals across the United States and Canada.

Essential Functions :

• Respond to escalation requests from technical support agents (T2 / T3) that require immediate attention.
• Determine customer impact resulting from reported issue and establish appropriate course of action to successfully triage the problem, identify root cause and pursue corrective actions to resolve.
• Collaborate with other team members as needed to ensure the best course of action and response.
• Work with internal engineering teams (software / hardware / networking) and 3rd party vendors for further address of unresolved issues that require their involvement to drive to resolution.
• Submit supporting detail of confirmed product defects requiring Engineering address to correct (JIRA's).
• Serve as a technical liaison between the Technical Assistance Center (TAC) and internal Engineering teams.
• Provide engineering level support for the setup / installation of SONIFI systems and required integration into existing systems within new or established networking environments.
• Perform as assigned - system upgrades, firmware updates, device configuration and remote monitoring.
• Coordinate and lead troubleshooting sessions with TAC agents, Field Service Representatives, site personnel as well as outside partners or vendors as needed.
• Provide concise status updates during the problem resolution phase to internal and external stakeholders keeping them apprised of the situation and state of the technical triage. Update related escalation email threads and Salesforce case notes accordingly.
• Participate in Post-Incident-Reviews (PIR) of incidents where Root Cause Analysis (RCA's) has been requested.
• Author / edit, review / revise technical documentation including KB articles and other training materials.
• Host product demonstrations, facilitate white boarding sessions and deliver technical talks as needed to support triaging efforts or further the technical understanding of targeted audience, including TAC agents and peer SE's.

Know How :

Anticipated Salary Range : $60,000 - $85,000

We offer a competitive salary and a comprehensive benefits package including health, dental, vision, 401(k) with employer match, paid time off (PTO), flexible work arrangements, professional development opportunities, pet insurance, and on-demand pay. The final salary will be determined based on factors such as experience, education, and location.

SONIFI and SONIFI Health value diversity and we are proud to be an Equal Opportunity / Affirmative Action Employer. We consider all qualified applicants for employment regardless of age, race, color, national origin, sex, religion, veteran status, disability, sexual orientation, gender identity, or any other protected status.

If you require assistance in filling out our online application due to a disability, please contact Human Resources at 605-988-1000.

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