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Technical Software Product Support Engineer

extra holidays - extra parental leave
Remote: 
Full Remote
Contract: 
Full time
Experience: 
Senior (5-10 years)
Work from: 
United States

Offer summary

Qualifications:

BS or BA in Computer Science or related field, 8+ years of remote technical support experience, Understanding of networking fundamentals, Strong technical root cause analysis capabilities, Familiarity with databases and integration.

Key responsabilities:

  • Provide technical support for Otis digital products
  • Communicate and consult with customers for requirements
  • Identify industry trends and collaborate with product management
  • Develop tools to troubleshoot network issues
  • Perform technical root cause analysis of issues
Otis Elevator Co. logo
Otis Elevator Co. Consumer Services XLarge http://www.otis.com/
10001 Employees
About Otis Elevator Co.
At Otis, we are dedicated to connecting you to the people and places that matter. For over 160 years, we’ve continually reinvented the way our passengers move through the urban world with industry-leading elevators, escalators and moving walkways.
See more Otis Elevator Co. offers

Job description

Date Posted:

2024-09-18

Country:

United States of America

Location:

OTCTH: Connecticut Home Offices Remote Location, Remote City, CT, 06032 USA

Technical Software Product Support Engineer

Otis is seeking an experienced Technical Software Product  Support Engineer to provide technical support for Otis digital products with a focus on Otis One.  The COE provides full lifecycle support for Otis digital products including Compass® Destination Dispatch, EMS Panorama™, eCall™ Pro and Otis ONE products worldwide.

The Technical Software Product  Support Engineer

is responsible for support of the new Otis ONE systems integrated technology platform. The role will serve as a tier III point of IT assistance for OTISLINE CSRs, Field supervisors, Mechanics and other members of the Otis community. The specialist also follows up with product management and DT organization to ensure that open issues are making progress and communication with customers is timely and effective.

Job Responsibilities:

  • Communicate and consult with customers to derive their requirements (cyber, network, functional)
  • Represent the technical capabilities of Otis products to the customer
  • Identify industry trends and drive strategy with Product Management
  • Interface with the Otis cyber organization
  • Review and respond to customer specifications and surveys
  • Provide technical support during implementation of networking rules for OTIS’ digital products
  • Develop and/or define tools to efficiently troubleshoot and support networking issues
  • Create and administer product certificates
  • Collaborate with engineering on connectivity and subscription solutions for our digital products
  • Lead for planning and deploying over-the-air updates to digital products supported by the COE
  • Develop custom networking solutions for major projects & high-priority customers
  • Perform technical root cause analysis of field issues and work with the development and field teams toward resolution
  • Adhere to OTIS three Absolutes: Safety, Ethics and Quality

Education / Certifications:

  • The successful candidate should have a BS or BA degree in Computer Science, Management and Information Systems, or other relevant degree

Basic Qualifications:

  • 8+ years of experience, including remote technical support experience
  • Understanding of networking fundamentals (network security, firewalls, L2/L3, VLANs, VPNs, proxies)
  • Understanding of basic cyber security requirements and how they dictate system solutions
  • Comfortable communicating with all levels of organizations – Otis internal (mechanics, salespeople, project managers, Branch Managers, remote experts, monitoring center staff, etc.) customers and vendors
  • Familiarity with databases, web servers, mobile applications, UI/UX, and integration
  • Strong technical root cause analysis capabilities
  • Ability to navigate in a Linux environment
  • A strong customer focus and collaborative approach while working with global field personnel, regional engineers and experts and engineering
  • Adhere to OTIS three Absolutes SAFETY, ETHICS and QUALITY

Preferred Qualifications:

  • Elevator domain experience a plus
  • Network Certifications (CCNA, CCENT CompTIA or other)
  • Cyber Certifications (Security+, CISSP, CASP+, CEH or other)
  • Cloud architecture experience with Azure PAAS/IAAS and AD
  • Agile Development environment experience
  • Experience with IoT/connected product development and/or over the air software updates
  • SIM card management and cellular data plan usage monitoring experience

If you live in a city, chances are we will give you a lift or play a role in keeping you moving every day. 

Otis is the world’s leading elevator and escalator manufacturing, installation, and service company. We move 2 billion people every day and maintain approximately 2.2 million customer units worldwide, the industry's largest Service portfolio.  

You may recognize our products in some of the world’s most famous landmarks including the Eiffel Tower, Empire State Building, Burj Khalifa and the Petronas Twin Towers! We are 69,000 people strong, including engineers, digital technology experts, sales, and functional specialists, as well as factory and field technicians, all committed to meeting the diverse needs of our customers and passengers in more than 200 countries and territories worldwide. We are proud to be a diverse, global team with a proven legacy of innovation that continues to be the bedrock of a fast-moving, high-performance company.  

When you join Otis, you become part of an innovative global industry leader with a resilient business model. You’ll belong to a diverse, trusted, and caring community where your contributions, and the skills and capabilities you’ll gain working alongside the best and brightest, keep us connected and on the cutting edge.  

We provide opportunities, training, and resources, that build leadership and capabilities in Sales, Field, Engineering and Major Projects and our Employee Scholar Program is a notable point of pride, through which Otis sponsors colleagues to pursue degrees or certification programs.   

Today, our focus more than ever is on people. As a global, people-powered company, we put people – passengers, customers, and colleagues – at the center of everything we do.  We are guided by our values that we call our Three Absolutes – prioritizing Safety, Ethics, Quality in all that we do. If you would like to learn more about environmental, social and governance (ESG) at Otis click here.  

Become a part of the Otis team and help us #Buildwhatsnext! 

Otis is An Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status, age or any other federally protected class. To request an accommodation in completing an employment application due to a special need or a disability, please contact us at careers@otis.com.

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Experience

Level of experience: Senior (5-10 years)
Industry :
Consumer Services
Spoken language(s):
English
Check out the description to know which languages are mandatory.

Hard Skills

Technical SupportWeb ServersNetworking BasicsLinuxCyber SecurityCustomer CentricityCloud Computing ArchitectureIntegral CalculusRelational DatabasesRoot Cause AnalysisCyber SafetyAgile Software DevelopmentUser Interface (UI)

Other Skills

  • Mobile Apps
  • Collaboration
  • Verbal Communication Skills
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