Sr. Support Engineer, Integration Lab & Special Projects

diversity-iconSupport
distributed-icon Fremont, CA
  • East Bay area-region firm | Support the global team
  • Full time, Exempt Employee

About Safetrust

Safetrust is a provider of digital credentials within mobility and IoT, with offices in the United States, Vietnam, and Australia. Safetrust provides solutions that combine software and hardware, that allows customers to access their buildings, log onto their computers, sign and encrypt data and access web-based resources securely, by using their mobile device or wearable. Safetrust products are shipped to customers and supported, either directly, as is the case with some Fortune 200 companies or through a Channel Partner Program.

About the Role

The role of the Sr. Support Engineer, Integration Lab & Special Projects is to oversee all aspects of Safetrust’s QA/Integrations Lab, including the configuration and maintenance of PACS development and test environments for Safetrust products and services. Additionally, this role will serve as a technical resource and special project lead for our sales engineering, product management and customer support teams. This role will also work across many technical disciplines to provide technical support to clients in the field. This position requires PACS and enterprise security integration and installation experience and the ability to work collaboratively with non-technical and technical partners and customers to identify and solve technical issues.This position requires an individual that is capable of taking on the management of staff, as the local team expands.   

Job Overview

This position will also work cross functionally in Special Projects with Sales Engineering, R&D Engineering and Product management to perform research tasks on potential client environments for newly developed features and compliances, and emulate them in the lab for QA, Incident Reports, and research.  This role will need to work with strategic clients and partners to ensure product integration and use cases are met for all aspects of the production environment, including future or uniquely developed features and products for key customers and technology partners. 

This position will be working closely with reseller and integration partners during deployment,  ensuring implementation standards are met for safetrust hardware integrations with target systems as a support agent. The Sr. Support Engineer, Integration Lab & Special Projects will be required to support P1 incidents, sales impediments, pilot projects, and customer support issues on call and after hours. 

Duties & Responsibilities:

  • Research and analyze system and software requirements to understand how new and/or modified features are expected to interact and behave
  • Collaborate with software, hardware and systems engineers to ensure mutual understanding of requirements
  • Work with product or support managers and sales engineering leads collaboratively develop hardware integration plans
  • Support software integration plans by conducting focused integration testing for system and application changes, and track and report progress 
  • Identify customer needs and unique implementation use cases
  • Analyze and report product malfunctions by testing different deployment scenarios
  • Document feature requests and effective workarounds with team members
  • Assist other engineers with the execution of their tests.
  • Identify and communicate product and project risks and opportunities.
  • Collaborate with systems integrators, test engineers, performance engineering, systems engineering, software engineering, and management and perform work within an Agile DevSecOps (CI/CD) environment to ensure a high quality, stable, and functional system.
  • Installation support for newly developed hardware/software and key customers.
  • Identify and communicate product and project risks and opportunities.
  • Management of current and future Integration/QA Support Engineers. 
  • Design, budget and execute special development projects in the integration lab

Skills & Experience

  • 5 years experience as software and hardware QA and test plan development and maintenance
  • 5 years experience in the physical access control industry (card readers, access cards, etc.)
  • Android and iOS testing experience
  • Lenel/CCURE9000/Genetec/other PACS certifications
  • Excellent communication and problem-solving skills
  • Patience when handling priority 1 cases and demanding customers
  • Ability to work independently and with a team 
  • Excellent organization skills, and the ability to keep track of multiple tasks and goals
  • Experience in a similar production support role is preferred
  • Experience with and deploying Enterprise solutions in physical and logical access. 
  • Project management experience. 

Ideal candidates will also have:

  • Experience in customer support and support platforms (Zendesk, Hubspot, Jira, etc.)
  • C7 Electrical licenses 
  • Microsoft Certified Solutions Expert
  • Security operations experience
  • Cisco Networking Certification

Apply Now

Please send your cover letter and resume to careers@safetrust.com. Your application will be assessed within 5 working days. Please note only shortlisted candidates will be contacted.