Principal Sustaining Engineer

SONIFI Solutions, the leader in technology solutions for the hospitality and healthcare industries, wants to add a Principal Sustaining Engineer to our team. The Principal Sustaining Engineer ("PSE") will provide the highest level of technical support for SONIFI systems, including solutions for Hospitality (FTG, Interactive TV, Casting/streaming services, and LAN/WiFi) and health (Interactive TV, Patient Education, and Digital Signage). PSE's work with complex products and related technologies that range from leading edge (just entering alpha/beta testing) to legacy (nearing end of life after a decade or more of service). PSEs utilize their extensive breadth and depth of technical know-how to provide world-class escalation support, perform exceptional technical team triage and consistently deliver timely problem resolution on mission critical systems at the largest hotels and hospitals in the US. PSEs are considered the "last-stop" of technical support just short of direct engineering involvement and are recognized by their peers as "technical leaders".

What you'll do:

• Mentor and assist other Sustaining Engineer's (SEs) on escalation requests from T3 or Field Service that require immediate attention. Where necessary, assist Engagement Manager in an incident manager capacity in dealing with situations that have become technically challenged or have known strategic relationship or revenue implications to SONIFI.
• Further define customer impact resulting from reported issue and aid owning SE on the appropriate course of action to successfully triage the issue, identify root cause and pursue the necessary corrective actions to resolve. Where needed; define, develop, and implement appropriate workarounds that provide temporary relief to or partial recovery of impaired environments.
• Work with internal engineering teams (software/hardware/networking) and 3rd party vendors for further address of unresolved issues that require their involvement to overcome and drive to resolution.
• Submit supporting detail of confirmed product defects requiring engineering address to correct (JIRA's) and own the overall process for monitoring/managing these requests to acceptable address and closure. Provide periodic updates to the audience impacted by the pending engineering work to keep them inform of current status.
• Serve as the primary technical liaison between Sustaining Engineering and the Engineering/Product teams. Maintain a working knowledge of pending product enhancements as well as any other fixes/features that will impact supportability. Help define, develop, and where needed deliver relevant training to members of TAC, including written capture of relevant topics and the creation or revision of related KB articles.
• Provide engineering level support for the setup/installation of SONIFI systems and required integration into existing systems and established networking environments at customer's site.
• In a team lead capacity with other SE's, perform as necessary - system upgrades and new installs at large sites with either high strategic value / system complexity or both. Oversee the identification, planning, delivery, and follow-up phases for all scheduled projects.
• Establish/maintain SME level technical mastery over SONIFI solutions and support tools. Champion the technical development of other SEs to help elevate and enlarge their technical knowledge and triage capabilities. Serve as their undisputed "technical" leader.
• Lead post-mortem reviews of any challenged incidents and own/author the technical details for any that require a formal Root Cause Analysis (RCA's) to be completed.
• Author/edit, review/revise relevant technical documentation and training materials, and establish oneself as a key source on where such items are available. Participate in the identification of areas of limited technical readiness coverage and work with the Resource Manager to generate new content to fill identified voids.
• Host product demonstrations, facilitate white boarding sessions and deliver tech-talks on a continuous basis to support either in play triaging efforts or further technical understanding of targeted audience (NOC/T3/SENG).

What you'll need:

• Four-year degree in Electrical Engineering, Computer Science, or Information Systems along with 10+ years of experience in enterprise level mission critical technical support; or the equivalent combination of education and/or work experience.
• Must have exceptional verbal, written and presentation skills and be an excellent communicator.
• Must be comfortable and confident in driving collaborative troubleshooting efforts in a team setting.
• Must be able to prioritize and complete project tasks with minimal supervision and aid in the process of delegating such work to others so they too can complete successfully and without error.
• Must be able to lead a diverse group of ICs from inside and outside the team in completing scheduled project work as well as assisting in in the technical triage of escalated issues.

Applicable Technologies:

• Operating Systems; Unix/Linux, Virtualization
• Scripting; JavaScript, PHP, Perl, Python, Ruby
• Networking; Ethernet, OSI Model, TCP/IP, WiFi, Switches, Gateways, Firewalls, Access Points
• Other - RF Coax Cabling, DOCSIS, Cat5e/6 Cabling, Satellite TV, IPTV
• 3rd Party Products; Cisco, Aruba, Ruckus, Nomadix, SmartTV (LG/Samsung), ProCentric
• Applicable Certifications; CCNA, RCNA, CWNA, RHCSA, CompTIA; Network+, Security+, Linux+

SONIFI's team is changing people's lives through memorable guest experiences - all delivered through an integrated technology and service platform. We work with global brands like AT&T, LG and Samsung and leverage technology from Google and Amazon. SONIFI's core solutions include interactive television, streaming, Internet access, Free-To-Guest, and healthcare integrations, along with unparalleled nationwide technical support and professional services.

Together, we can build your future! We offer a competitive salary and a great benefits package, which includes Health, Dental, Vision & Life Insurance, 401(k) with company match, 11 Company-paid Holidays, Paid Time Off and a variety of additional benefits!

SONIFI and SONIFI Health value diversity and we are proud to be an Equal Opportunity/Affirmative Action Employer. We consider all qualified applicants for employment regardless of age, race, color, national origin, sex, religion, veteran status, disability, sexual orientation, gender identity, or any other protected status.

If you require assistance in filling out our online application due to a disability, please contact Human Resources at [redacted].

For more information about Equal Employment Opportunity, please visit: https://www.eeoc.gov/.

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