FLIR Systems jobs - Technical Support Specialist

Be visionary

At FLIR, we have a simple but ambitious mission: to develop market-leading thermal and sensing technologies which enhance everyday life. From saving energy, to saving lives FLIR is making a real difference in our world.

Our products are used in a wide array of situations to rescue people in danger, detect criminals, conserve energy, navigate safely, provide security around the globe, and protect our environment.

We are looking for individuals who thrive on making an impact and want the excitement of being on a team that wins.

Job Summary

Job Description

The Support Specialist is a subject matter expert within FLIR’s Global Enterprise Security team. This position serves as an escalation point for customer concerns that cannot be addressed at the Tier 1 level and as a sounding board to FLIR 's Product Management of technical product requirements. The Tier 2 Support Specialist must be able to diagnose and resolve complex customer concerns related to video management systems, edge devices, servers, thick clients, thin clients, networks, and integrated sub systems. The team member will work closely with internal team members and external customer representatives on problem identification and resolution. Must have the ability to translate complex solutions into written, customer-friendly reports and/or knowledge base articles. You are a seasoned customer service professional with excellent analytical and problem-solving skills, as well as advanced written and verbal communication skills, and can demonstrate great attention to detail. Must be comfortable working in a dynamic environment with constant changes and growth. Must also be comfortable with travel, sometimes on short notice, and occasional after-hours support requirements.

Primary Duties & Responsibilities

• Site visits to help installs, upgrades or special projects
• Review Support tickets; engage with customers by phone, email or chat to triage their concern(s)
• Deliver technical training to customers and peers on an as-needed basis
• Process RMA requests for defective hardware
• Report all product related issues to management via appropriate platforms.
• Ensure customer satisfaction by reporting customer feedbacks to management.
• Report all product related issues to management via appropriate platforms.
  
  

Job Qualifications

• Bachelor's degree in computer science, information systems or a related subject.
• IP networking covering LAN and WAN hardware (routers, firewalls, etc.) configuration, wireless, low level protocol knowledge (RTP, TCP/IP, UDP),IGMP and Multicasting
• Thorough understanding of Windows Operation Systems, especially Windows Server 2008 & 2012, including installation, troubleshooting, and management, utilizing hang dumps, crash dumps, Windows Event logs and the like.
• Solid knowledge in Camera, Optics and Image systems.
• Storage solutions (DAS, NAS, SAN)
• At least 3 years of experience in designing, presenting & implementation of security systems
• Solid knowledge of electronic circuits and components 
  
  

FLIR and all of our employees are committed to conducting business with the highest ethical standards. We require all employees to comply with all applicable laws, regulations, rules and regulatory orders. Our reputation for honesty, integrity and high ethics is as important to us as our reputation for making innovative sensing solutions.