Technical Support Engineer, South Korea

Technical Support Engineer

At Genetec, we believe that everyone’s voice deserves to be heard, and we are committed to fostering an environment where our team members can learn and grow in their roles to maximize their potential. As a Technical Support Engineer, you will be a vital part of our family of over 2000 diverse individuals who are passionate about technology and innovation. Our team is not afraid to experiment with new ideas, embracing the possibility of failure as a step toward success. We take pride in our collaborative culture and the privilege of working with some of the coolest, smartest, and nicest people in the industry.

In this role, you will provide exceptional technical support to our clients, ensuring they have the best experience with our products and services. Join us in making a difference and be part of a team that thrives on teamwork and mutual respect, where your contributions will be valued, and your potential will be fully realized.

The team:

The role of the Technical Support Engineer is to provide quality and professional post-sales services to our customers via email, phone, text chat or on-site support. The Technical Support Engineer is based remotely in South Korea and will report to the Team Lead Technical Support, Rest of Asia and a dotted line to the Country Manager, South Korea.

What your day will look like:

• Provide technical support to customers via phone, email, and chat.
• Use software tools to diagnose and solve complex issues and service outages
• Resolve problems in compliance with established processes
• Ensure timely escalation of critical customer related issues through proper channels
• Ensure timely resolution of customer issues
• Collaborate with other Technical Support specialists and R&D engineers
• Develop and maintain a strong relationship with new and existing customers
• Develop and maintain an extensive working knowledge of Genetec's solutions
• Contribute to the evolution of our software and Support processes
• Participate in the elaboration of technical documentation and knowledge base article
• Properly document issues encountered in the field in the Genetec trouble ticket system and customer relationship management (CRM) tool

Field Support:

• Perform installation, audit, assessment, maintenance, and technical support of Genetec systems on customer premises
• Provide on-site and off-site professional services to Genetec customers, including proof-of-concept, on-site technical support, system deployment and commissioning, training, audits, and status assessments and will act as a general liaison between Genetec and its customers
• Define product and functional requirements based on customer feedback and facilitate new product development work specific to the customer
• Provide an open forum for questions regarding strategic plans, best practices, and advice on upgrades special concerns, and ad-hoc consulting for software implementation, integration, training, and change requests

About you:

• Minimum Diploma/Degree in Computer Sciences, Computer Engineering, Electronics or equivalent
• At least 5 years work experience in a related role
• Strong analytical and troubleshooting skills in both hardware and software
• Flexible, with a “can do” attitude, able to multitask, with an ability to manage priorities
• Experience in customer service, technical support, and project management
• Strong sense of urgency with a desire to constantly learn and evolve at the same pace as the software
• Strong team player while possessing the autonomy to manage his own workload
• Experience in physical security environment
• CCNA qualification
• Basic verbal and written communication in English
• Any other languages will be considered a strong asset
• Must possess a valid driver’s license and passport
• Capacity to travel up to 35% for field engineering assignments

Technical Requirements:

• Excellent administration and troubleshooting knowledge of the various Windows operating systems (Active Directory, file sharing, IIS, clustering, GPO, performance monitoring, etc.)
• Excellent knowledge of networking principles and IP protocols
• Experience with networking equipment configuration and troubleshooting (switches, routers, etc.)
• Experience working with a video security system over IP – CCTV system or Access control.
• Experience working with SQL databases
• Clear understanding of TCP, IP and UDP protocol stack
• Understanding of network storage (SAN, NAS, iSCSI) principles and best practices
• Understanding of server virtualization concepts

Great if you have:

• Programming experience with C#, Visual Basic, VBScript, PowerShell, or similar technologies
• Microsoft SQL Service administration experience
• MCSE, SQL Server, VMware, or similar technical professional certifications
• Deployment and troubleshooting of security systems such as:

• CCTV (IP cameras and encoders, video matrices, DVRs, etc.)
• Access control systems (administration of software, reader, controller, wiring, etc.

Technical Support Engineer

Genetec 소개

Genetec은 모든 구성원의 의견이 존중받아야 한다고 믿으며, 직원들이 각자의 역할에서 배우고 성장하여 잠재력을 최대한 발휘할 수 있는 근무 환경을 조성하기 위해 노력합니다.

기술지원 엔지니어는 기술과 혁신에 열정을 가진 2,000명 이상의 다양한 구성원으로 이루어진 Genetec의 중요한 일원입니다. Genetec은 새로운 아이디어의 실험을 두려워하지 않으며 실패 가능성도 성공을 향한 과정으로 받아들입니다. 협력적인 조직문화와 뛰어나고 유능하며 배려심 있는 동료들과 함께 일하는 것을 자랑스럽게 생각합니다.

이 직무에서는 고객에게 우수한 기술지원을 제공하여 제품과 서비스를 최상의 환경에서 경험하도록 지원합니다. 팀워크와 상호 존중을 바탕으로 구성원의 기여와 잠재력을 소중히 여깁니다.

소속 조직 및 보고 체계

기술지원 엔지니어는 이메일, 전화, 채팅 또는 현장 방문을 통해 고객에게 전문적이고 수준 높은 판매 후 기술지원 서비스를 제공합니다.

• 근무 형태: 대한민국 내 원격근무

• 직속 보고: 아시아 기타 지역 기술지원 팀 리더(Team Lead Technical Support, Rest of Asia)

• 간접 보고(Dotted-line): 한국 Country Manager

주요 업무 및 책임

• 전화, 이메일 및 채팅을 통한 고객 기술지원 제공

• 소프트웨어 도구를 활용한 복잡한 기술 문제 및 서비스 장애 진단과 해결

• 정해진 절차와 프로세스에 따른 문제 해결

• 중대한 고객 관련 이슈 발생 시 적절한 경로를 통한 신속한 에스컬레이션

• 고객 문제의 적시 해결 보장

• 기술지원 전문가 및 연구개발(R&D) 엔지니어와 협업

• 신규 및 기존 고객과 긴밀한 관계 구축 및 유지

• Genetec 솔루션 전반에 대한 폭넓은 실무 지식 개발 및 유지

• 소프트웨어 및 기술지원 프로세스 개선에 기여

• 기술문서 및