ApplicationSys Sales Eng I

As an Application Engineer here at US Digital Designs by Honeywell you will play a crucial role in supporting our US Digital Designs customers. USDD is unleashing the power of digital to transform the emergency response landscape with our IP-based station alerting system. You will join a team committed to offering our customers the highest level of support. This position supports our customers after implementation of US Digital Designs offerings to provide and support Mission-Critical Systems that (literally) help Save Lives and Property so respect and service to these customers and the community they serve is paramount.

You will report directly to our Customer Operations Leader and youll work out of our Duluth GA location.

In this role you will impact the success of our US Digital Designs team by working to exceed our customers experience. We do offer a Hybrid Work Schedule

Note: For at least the first 90 days New Hires must be prepared to work 100% onsite M-F.

Provide expert technical support (configuration troubleshooting etc.) to customers resolving complex technical issues including both e-mails and support calls. This is accomplished through:

Collaboration and Communication

• Provide in-depth technical support to customers via phone email and on-site visits assisting with product installation configuration and troubleshooting.
• Collaborate with cross-functional teams to develop and implement technical support remedies.
• Participate in technical reviews and provide feedback to offering and engineering teams.
• Work closely with cross-functional teams including production hardware engineers and project managers to ensure project goals are met.
• Participate in team meetings to discuss project progress challenges and solutions.

Maintenance and Support

• Develop and maintain expert-level knowledge of our products solutions and their applications. Stay current on all new features and updates.
• Provide ongoing support and maintenance for existing alerting systems.
• Document customer technical support needs in CRM for tracking
• Manage maintain and push software updates for all Fire Station Alerting System Equipment.

Software Development

• Act as the voice of the customer by gathering feedback and insights to provide to the product development team for improvements and new features.
• Analyze user needs and software requirements to determine feasibility.
• Collaborate with hardware engineers to ensure seamless integration between software and hardware components.
• Edit and write clean maintainable code and conduct unit testing to ensure software quality.

Innovation and Improvement

• Create and maintain technical documentation for software applications and system configurations.
• Create knowledge articles and entry level training based on root cause analysis of support.
• Stay updated on emerging technologies and trends in software and hardware integration.
• Propose innovative solutions to enhance the efficiency and effectiveness of fire station alerting systems Software and Hardware
• Contribute to the development of new features that improve user experience and operational efficiency.

YOU MUST HAVE

• Ability to travel for initial training on a weekly basis to Tempe AZ as needed to onboard
• 3 or more years of troubleshooting experience to diagnose and resolve issues with Linux servers and services
• 3 or more years of customer/technical support experience
• Be on a rotating on-call schedule

WE VALUE

• Extensive network troubleshooting
• Experience with complex customer configurations (radio network application and apps).
• Knowledge of software testing and debugging techniques
• USDD Offerings Experience
• Strong written and verbal communication skills.