Job Information
Help at Home Senior Support Engineer in Brooklyn, New York
Help at Home is the leading national provider of in-home personal care services, where our mission is to enable individuals to live with independence and dignity at home. Our team supports 66,000 clients monthly with the help of 53,000 compassionate caregivers across 12 states. We’re looking for people who care about others, who are willing to listen, lean in and make impactful change. Each role at Help at Home can have a positive impact in supporting our caregivers and clients. If you are someone who leads with passion and integrity and are looking to join a rapidly growing, industry leading team, Help at Home may be a good fit for you.
Job Summary:
We are seeking a highly skilled and experienced Senior Support Engineer to join our dynamic New York team. As a Senior Support Engineer, you will play a crucial role in ensuring the smooth operation and support of our products/services. You will be responsible for resolving complex technical issues, providing technical guidance and mentorship to junior support staff, and collaborating closely with cross-functional teams to deliver exceptional customer support.
As a key member of the team:
You are flexible and can embrace change.
You value progress over perfection.
You care about your work, the team you are on, and the people we are helping.
You make it a priority to get to know the people around you – build relationships with your colleagues and business partners.
You say what needs to be said, while considering how it will affect culture and output.
Hold others to a high standard.
Essential Duties/Responsibilities:
Provide advanced technical support for our products/services to customers and internal teams.
Troubleshoot and resolve complex technical issues escalated by junior support engineers.
Collaborate with cross-functional teams to identify and resolve product issues.
Create and maintain technical documentation, knowledge base articles, and troubleshooting guides.
Mentor and train junior support engineers on technical troubleshooting techniques and best practices.
Participate in on-call rotation and respond promptly to critical incidents.
Communicate effectively with customers and internal stakeholders to ensure timely resolution of issues.
Perform basic computer troubleshooting for hardware, software, and network issues.
Assist in maintaining the company's IT infrastructure and third-party services.
Plan and execute scheduled maintenance upgrades.
Design, develop, and implement systems, policies, and procedures as needed.
Audit systems to assess outcomes and ensure compliance with organizational policies.
Monitor operating environments proactively and respond to issues promptly.
Maintain a professional demeanor and provide training and support to lower-level staff.
Ensure the security and safety of operating environments.
Update software and hardware as required and document all actions taken.
Self-motivated and works well independently and as part of a team.
Excellent problem-solving and troubleshooting skills.
Ability to work overtime if the business needs.
Extremely organized with great attention to detail.
Manage project assignments from managers as necessary.
This position also requires strong multitasking abilities.
Education and Experience:
Bachelor’s degree in Computer Science, Engineering, or related field (or equivalent experience).
8 years of experience in technical support, with 3 years in a senior support role.
Strong troubleshooting skills and knowledge of relevant technologies.
Excellent communication skills, both written and verbal.
Ability to work effectively in a fast-paced environment and collaborate with cross-functional teams.
Experience with ticketing systems, CRM tools, and IT infrastructure management.
Certifications (e.g., ITIL, CompTIA) are a plus.
Required Skills and Abilities:
Ability to juggle multiple critical projects and tasks while maintaining your day-to-day work.
Highly motivated, self-starter, team player, with positive attitude and strong communication
Extremely organized with great attention to detail.
Ability to adapt to change.
Ability to research, learn quickly and to creatively solve new problems.
Ability to influence and settle differences quickly and peacefully.
Physical Requirements:
This position will report to our Brooklyn, NY office 5 days a week.
Ability to travel up to 20% of time, may fluctuate based on business needs.
Majority (90%) of work is conducted indoors in air-conditioned or well-ventilated facilities.
The employee is generally subjected to long periods spent sitting, typing, or looking at a computer screen.