Support Engineer

About Xsight Systems:

Xsight Systems is the market leader in advanced runway hazard detection solutions. Xsight’s multi-layered sensors continuously monitor the runway surface, automatically distinguish between FOD and wildlife, issue a recommended RCC in line with the New GRF requirements, and provide live video of runway activities in all weather conditions, day and night, enabling airport stakeholders to maximize their runway throughput while enhancing runway safety.

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 instrumental in overseeing the Support & Maintenance of Xsight Systems Platforms installed in airports globally.

Responsibilities:

- Provide Tier 1 & 2 Technical support directly to customers and partners worldwide for Xsight infrastructure.

- Participate in field missions at XSIGHT projects and installations as necessary.

- Manage customer hardware logistics administration issues to fulfillment within defined SLAs.

- Ensure timely recording, tracking, resolution, and follow-up of support service requests in accordance with severity

and defined SLAs.

- Proactively monitor, detect, and resolve any issues with deployed systems to ensure smooth operation.

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

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

- Test pre-released new software versions and features.

- Collaborate closely with cross-functional teams including Software & Hardware developers and operation teams to

efficiently solve customer problems.

Requirements:

- Minimum of 3+ years of related experience in customer-facing roles and service/technical support.

- Basic understanding of network applications with proficiency in Windows server-side.

- Fluent in English.

- High customer service orientation.

- Proficiency in Microsoft Office software (Word, Outlook, Excel, PowerPoint, etc.).

- Strong troubleshooting and problem-solving skills.

- Tech-savvy with experience in Routing & Switching (Advantageous).

- Experience in SQL (Advantageous).

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

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

- Willingness to work non-routine hours.

- Openness to travel locally and abroad as needed.

- Must hold a US Passport.

- Ability to spend continuous 3 months in the US - one-time occurrence scheduled for the end of April (During this

period, the selected candidate will enjoy exclusive conditions tailored to this unique opportunity).

Personal Skills:

- Self-learning with a technological approach and process-oriented mindset.

- Independent and resourceful, capable of "out-of-the-box" creative thinking and performing under pressure.

- 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, systems engineering, or

equivalent experience.

Please email to - [email protected]