Technical Support Specialist

Who We Are

We're a software company. We make InformaCast and Visitor Aware - a combination of great notification software and visitor management software - and we sell it to people all over the world. Our employees, customers and partners love us.

At Singlewire Software, we know what we do matters. Our customers tell us every day the difference our solutions make in their lives as they work to keep their people safe. That knowledge creates a passionate team inspired by their positive influence on other people's lives. It makes serious work a fun and engaging challenge and lets our employees know that people are central to everything we do.

Why did we post this job?

Our business is growing with more customers and a wider array of features and integrations than ever before. That means more opportunities for you to help our customers. The primary goal of the support team is to provide a great experience to our customers as they deploy and use InformaCast.

Our technical support team is growing and we want you to grow alongside us. We're looking for a technical support specialist who is ready to kick-start their career with a dynamic, growing company consistently rated as the best place to work in Madison.

re you motivated, have a growth mindset, and are committed to seeing your customers succeed? Then you might be just the person we're looking for. You bring energy, creativity, and passion...we'll teach you all the technical skills you need.

That takes someone who can:

• Communicate clearly verbally and in writing. The majority of our support at this level is done via written communication, but you'll also have the opportunity to take phone calls from our customers and help them via virtual meetings.
• Ask a great question. Part of identifying an issue is knowing what question to ask so we have the information we need to provide the best solution.
• Solve problems with strong analytical and logic skills.
• Take the initiative to manage your day. Each day is a balance of three things:
  
  
  
  • ensuring progress on support cases assigned to you,
  • helping others on the team by being available for new case triage and
  • learning so that you continue to grow in your own technical knowledge and skills.
  
  
  
  

You'll have the opportunity to learn about:

• Linux
• Networking, including protocols like UDP/TCP/TLS/unicast/multicast and core technologies like DNS
• Virtualization (VMware)
• Security topics like PKI, TLS and software security
• Phone system integrations (SIP)
• HTTP methods and RESTful APIs
• Observability and Monitoring
• Mobile and Desktop applications

The person we're looking for:

• Has a 2 or 4-year technical degree in computers and/or networking or equivalent work experience.
• Is ready to learn and dive deep into technology.
• Has a passion for personal growth.

Other Skills That Will Make You Stand Out

• Understand core networking concepts
• Linux/Unix experience
• Python/Powershell/Lua or other scripting languages
• Experience in customer service or technical support

More about this role

• We help customers through more than 9,000 support cases each year.
• You'll receive your choice of a Windows or Mac laptop and a full set of lab equipment (PoE switch, IP phones, IP speakers, virtual servers, etc.)
• This role is part of our after-hours on-call support. Expect one on-call week every 2-3 months. On-call weeks handle calls from our customers outside our normal business hours (7:00a-6:00p US/Central time) and go from Friday at 6:00p until the following Friday at 7:00a. Each on-call engineer is compensated for the week and any additional hours they spend working with customers.