💰 $50,000 - $100,000 🌍 United States Minor Outlying Islands 📅 07/05/2023
Apply##### Job Description :
The System Support Engineer (SSE) configures embedded hardware, OS, and
application software for field deployments at Velo3D customer sites,
colocation datacenters, and in the cloud. The SSE will be a tier 2 escalation
point for advanced troubleshooting of both software and hardware components,
partnering with subject matter experts when needed. They will provide timely
technical support to customers and employees for installation, operation, and
maintenance. This is an external customer-facing IT role that requires
excellent written and verbal communication in addition to technical skill.
Domestic travel will be required for upgrade activity.
##### **Near Term Deliverables – First Year:**
* * Support current on-site upgrade activities
* Participate in on-call rotations immediately (with help from team)
* Assist in new hardware bring up procedure optimization
* Complete all Level 2 (or higher) training in remainder of 2023
##### **Essential Functions:**
* * _To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable Accommodations may be made to enable qualified individuals with disabilities to perform the essential functions._
* Configure hardware and software on Windows and Linux servers for deployment in production environments
* Support on premise Kubernetes cloud computing environments
* Provide installation training and technical support to customer IT organizations
* Partner with Field Service Engineers as remote hands to manage and maintain physical servers, switches, and storage devices
* Notify users about available software upgrades and publish release notes prepared by others
* Work directly with software engineers and hardware architects when necessary to remotely diagnose and solve hardware, software, and network issues
* Communicate with vendors, as required, for troubleshooting and scheduling maintenance
* Contribute to documentation and work procedures
* Track hardware and software assets in the field
* Other duties as required
##### **Education:**
* * 3+ years of demonstrated experience:
* IT administration supporting customers in enterprise environments
* Mastery of Linux server administration including LVM, network configuration and troubleshooting, bash and Python scripting
* Strong knowledge of server virtualization, container, and clustering technology
* Experience with PostgreSQL database installation and maintenance
* Experience creating and monitoring data dashboards with tools such as Grafana
* Excellent written and verbal communication skills
* ITAR compliance
*
**Desired:**
* CCNA certification
* Experience in Data Center maintenance
* Startup experience
* Military service
* Experience with semiconductor manufacturing equipment
* Experience in the 3D AM markets
##### **Other Requirements:**
* * Independent operator: Demonstrated ability to perform independently at customer sites, recruiting additional experts only as required. The candidate should be team-oriented, but also self-directed (escalates only after troubleshooting fully) and display a high level of accountability. Must have a valid drivers’ license and be able to rent vehicles with their own credit card. Ability to travel for extended periods.
* Effective communicator: Ability to clearly articulate problem descriptions, action plans, priorities and results to customers and internal team members verbally and in writing. Has good computer skills to enter data and record information in reports and databases.
* Attention to details/focus on quality: Aptitude to follow process instructions. Quickly develops understanding of procedures. Mindful of details and acts with accuracy. Ability to maintain a safe and clean workspace, including cleaning and protecting their own tools.
* Committed to results: The Field Service Engineering organization is measured by its ability to maintain machine availability. Candidates should provide examples of completing tasks fully instead of leaving work for others to finish. They should be willing to perform repetitive tasks such as calibrations or preventative maintenance. Ability to work long hours when required to get the job done.
* Technical aptitude: Has prior experience in server troubleshooting and operation. Demonstrated education or experience in networking, bash scripting, and Linux OS systems. Learns quickly when facing new problems. Can learn and process information from diverse fields. Connects the dots quickly.
* Cool under pressure: Understands and reacts appropriately to customer escalations, potentially diffusing tense/stressful situations through active listening, note taking, empathy and redirecting conversation toward problem solving and resolution. Acts quickly to address problems and communicates status throughout the process.
* Acts with Integrity & Trust: Widely trusted, direct, truthful and is a person of high character. Acts consistently and in line with a clear and visible set of values and beliefs. Shares appropriate information at the right level with the right parties at the right time. Passes all background checks.
* Ability to be authorized for work in government and medical facilities. Current or past security clearances are a plus.
##### **Physical Demands:**
* * Working at a desk in an open office environment for extended periods of time
* Able to lift a maximum of 100 pounds and stand for extended periods of time
* Must wear steel-toed boots and protective eye-wear
* May require hearing protection
* High frequency of computer keyboarding
* High frequency of viewing a computer monitor
* Other personal protective equipment as applicable
