Support Engineer

Position: Support Engineer

Roles & Responsibilities

Department: Head of Customer Experience

**About Xsight Systems:**

Xsight Systems is a global leader in advanced detection solutions, committed to ensuring aircraft safety during takeoff and landing. Our proprietary AI-powered sensing platform plays a crucial role in reducing runway safety events at international airports and Air Force bases worldwide. Come work with cutting-edge aviation technologies and be part of our innovative team.

**Description:**

We are currently seeking a talented and experienced Support Engineer to join our Operations team. Reporting to the Director of Customer Success and Projects, this role is pivotal in overseeing the Support & Maintenance of Xsight Systems Platforms installed in airports globally.

**Responsibilities:**

- Work directly with customers and partners, providing Tier 1 & 2 Technical support for Xsight infrastructure worldwide.

- Assist in field missions at XSIGHT projects and installations as required.

- Lead customer hardware logistics administration issues to fulfillment in accordance with defined SLAs.

- Manage support service requests to ensure issues are recorded, tracked, resolved, and followed up in accordance with severity and defined SLAs.

- Proactively monitor, detect and resolve any issues of the deployed systems, ensuring smooth operation.

- Provide and evaluate proactive Health Checks on a daily, weekly, and monthly basis.

- Offer fault isolation and root cause analysis for technical issues.

- Test pre-released new software versions features.

- Collaborate closely with cross-functional teams, Software & Hardware developers, and operation teams to efficiently solve customers’ problems.

**Requirements:**

- Minimum of 3+ years of related experience (customer-facing experience and service/tech support).

- Basic understanding of network applications (Windows server side).

- Fluent in English.

- High customer service orientation.

- Knowledge of Microsoft Office software (Word, Outlook, Excel, PowerPoint, etc.).

- Strong troubleshooting and problem-solving skills.

- Tech-savvy.

- Experience in Routing & Switching (Advantage).

- Experience in SQL (Advantage).

- Familiarity with CRM systems and practices, notably Priority (Advantage).

- Knowledge in VMware, Hyper-V (Advantage).

 - Willingness to work non-routine hours.

- Openness to travel as needed (Local/Abroad).

**Personal Skills:**

- Self-learning, technological approach, process-oriented.

- Independent and resourceful, "out of the box" creative thinker, ability to perform under pressure and constraints.

- Ability to work with, maintain, and manage numerous interfaces, both internal and external.

- Must be a team player.

**Education:**

-. Bachelor's Degree in computer engineering, computer science, information systems or systems engineering, or equivalent experience