Technical Operations Engineer

Inspiren is a company that offers a complete and connected ecosystem in senior living, combining compassionate care with technology. They are seeking a motivated Technical Operations Engineer to support hardware and software solutions, ensuring quality customer experiences and assisting with technical support and documentation.

Responsibilities:

• Prioritize customer experience while working towards issue resolution on support requests escalated to Tier 2
• Partner with our Product Support, Clinical Success and Engineering teams to create successful outcomes for our customers
• Engage directly with our customers and their technical personnel to resolve technical issues
• Ensure continuous adherence to SLAs and provide timely written and verbal communications, along with the ability to effectively communicate with various stakeholders
• Serve as an escalation point for our Tier 1 Product Support team
• Quickly diagnose and resolve technical issues that are assigned to the Tier 2 queue
• Collaborate with Tier 1 teams members throughout the support request lifecycle
• Manage communication between internal and external stakeholders for a given support request
• Ensure any matters escalated beyond Tier 2 are progressing with the appropriate stakeholders
• Assist Senior Engineers in documenting customer-specific requirements and custom feature requests
• Monitor network performance using established tools and report issues to the senior team
• Assist with basic network assessments and documentation of the customer environment
• Assist with the creation, organization, and maintenance of comprehensive documentation related to deployment processes, customer configurations, and troubleshooting procedures

Requirements:

• Bachelor's degree in Computer Science, Information Technology, or a related field
• +2 years of experience in a technical support, service delivery or field engineer role
• Basic familiarity with provisioning and deploying hardware within a network
• Familiarity with command-line interfaces (Linux/MacOS preferred) and basic scripting concepts (Python, Bash)
• Familiarity with typical operating systems (MacOS, iOS, etc.), common software applications, and basic hardware troubleshooting
• Basic understanding of network infrastructure concepts (routers, switches, firewalls) and network monitoring tools (e.g., ability to read logs or reports)
• Eager to learn, with strong problem-solving abilities and attention to detail
• Strong verbal and written communication skills and the ability to work effectively in a team environment
• Willingness to travel as required to meet customer needs (estimated 10-25%)