Technical Support Specialist

Singlewire Software, based in Madison, Wisconsin, is dedicated to shaping a future where every organization can protect its people with confidence. We deliver innovative solutions, including InformaCast critical communication and incident management software, the InformaCast Wearable Alert Badge, and Visitor Aware visitor and safety management software.

Our technology helps organizations instantly reach the right people, coordinate responses, and manage critical events - empowering schools, healthcare systems, manufacturers, enterprises, and public organizations to create safer environments.

Just as important as what we build is how we work. We're a collaborative, supportive team that cares deeply about our mission, our customers, and each other.

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.

Are 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 to continue growing in your 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

Required Qualifications:

• Associate's or Bachelor's 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

Preferred Qualifications:

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

• We help customers through more than 10,000 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.

You'll get the opportunity to meet with our HR recruiter, support team director, team leads and support agents as part of the hiring process.

1. Submit your resume and cover letter.
2. Our HR recruiter will schedule a phone call where you can tell them things like:
   1. how you found us,
   2. whether you live in Madison, would like to relocate or work remotely,
   3. other places you've worked,
   4. where your career is headed,
   5. when you could start working for us if offered a position.
3. Video interview - Technical Check. Meet with two of our support engineers who will ask you a bunch of technical questions about networks, operating systems, protocols, troubleshooting and more. Don't worry! It's not pass/fail. We're just trying to get a baseline for where your technical skills fit into our team.
4. Video/in-person interview - Team & Role Fit. Meet with two groups of people from our team for about an hour each where we ask you questions and, just as important, you get to ask us questions. We want to find out if you're a fit for our team and you need to learn about us to know if we're a good fit for you.

At Singlewire, we believe what we do truly matters. We're passionate about protecting people and helping organizations respond when it counts. We're a team of collaborators who support each other, work hard toward shared goals, and celebrate successes together.