Senior Professional Services Engineer

Who We Are:

We are Carbyne, dedicated to empowering emergency call centers to save lives every day. As pioneers in emergency collaboration technology, we are developing a groundbreaking platform that equips individuals in crisis with essential features like live video streaming, instant messaging, and precise location tracking. Our platform revolutionizes the transmission of critical information to emergency responders, enabling quicker response times and accurate deployment of resources. Currently serving over 250 million users across eight countries, we collaborate with industry giants like Google, Amazon, and AT&T to deliver cutting-edge solutions that save lives. Are you passionate about making a difference? Join us on our mission-driven journey.

Headquarters: New York City, New York

Current Headcount: 180 People and counting….

Carbyne Website

Recent Press

Techcrunch article: Carbyne raises $56M Series C

About the Role:

Carbyne is looking for a highly motivated Senior Professional Service Engineer to work on the most advanced public safety technology for emergency services. You will lead the on-boarding and provide on-going support to national first responders word-wide, such as 911Centers in the USA.

The candidate will demonstrate the ability to carry out project implementation tasks, maintain documentation of the deployment, perform training and maintain knowledge transfer of the complete implementation. In addition, this role will periodically be responsible for providing post-implementation support of Carbyne`s national real-time emergency communication platforms. 

As part of this diverse role, you will be responsible for pre-sale support, post-sale deployments, and technical support activities. You will also lead onsite and remote installations of Carbyne’s SaaS products and remote upgrades of the Carbyne PBX and Call Taking platform. By following Carbyne's best practices and using your strong technical experience, you will play an important role in the customer’s site and system architecture.

This is an exciting opportunity for you to join our US team and become the focal point for all Pre-Sales and Post-Sales activities in the region. Furthermore, you will join a passionate team and will be able to innovate, influence, transform, inspire, and grow within the Global Operations organization.

You will work closely with Sales and Marketing teams and Product and Engineering teams to deliver your customers the best solution with professional experience.

What you'll be working on:

• Work closely with the customers to provide advanced technical training/knowledge transfer of each customer deployment
• Plan and design end to end project deployment activities
• Provide and/or coordinate off-hour installation and post-implementation support as needed
• Contribute to the development and maintenance of installation processes and support documentation
• Committed to providing quality service to customers and partners

• At least 10 years of experience as VOIP engineer with the knowledge of PBX and Call-Center.

• At least 10 years of experience as Professional Services/any similar high Tier role in a global company including: Establishing new sites and environments, Performing in-depth analysis of technical faults, log analysis and reproduction of technical problems in a lab environment
• Experience in SaaS-based product support & troubleshooting
• Proven knowledge and experience in networking, connectivity, and full knowledge of the OSI model, deep understanding of 1-7 Network Layers
• Experience with building infrastructure to collect, prepare and analyze logs, telemetry, and monitoring data
• Experience with configuring routers and firewalls
• Ability to drive results effectively for multiple projects and/or tasks simultaneously
• Strong verbal and written communication skills, including the ability to interact with senior leaders
• Ability to communicate effectively and to work under pressure, think "out-of-the-box” and develop creative solutions
• Must be an outstanding analytical thinker and problem solver, comfortable working in data analytics and able to resolve complex problems independently
• Must possess attention to detail and a sense of urgency
• Willingness to travel to customers- Up to 50%

Nice to have:

• Experience with the public safety industry with ENP Certification / NG911 experience 
• Knowledge with Cisco UCS and/or free switch 
• SNMP, Syslog protocols knowledge, used and configured monitoring platforms
• knowledge in managing Active Directory, DHCP and DNS services
• Windows server\workstation support experience 
• Understanding and knowledge of Streaming Technologies: SIP, RTSP, RTMP, SIP-to-PSTN gateways, SIP Trunk, Wowza, WebRTC
• Writing SQL queries
• PowerShell scripting experience 
• Additional languages