Platform Support Specialist

Why LVT:

LVT (LiveView Technologies) is making the world a safer place and we need your help! Based in Utah, LVT is the world's leader for physical security platforms and data. With our systems in every state and working with Fortune 500 enterprise companies, we're positioned for massive growth in the years to come. While we were founded nearly 20 years ago, we are still innovative and consistently scaling. If you are looking for a market leading organization with untapped potential, look no further than LVT!

So about that scalability - we’ve been very intentional about our growth and profitability, which has driven our massive growth trajectory. To keep up with the explosive demand, we need self-motivated, innovative go-getters at every level. At LVT, we provide a fulfilling career that allows you to live your best life at work and at home. We provide the culture to work smart and have fun, while giving you the flexibility needed for yourself and your loved ones.

If you are looking for an opportunity with leadership, ownership, accountability, and you're excited about contributing to a high-growth company with a strong foundation where you can make an immediate impact, read on!

Job Brief

The individual units we provide to our customers consist of any combination of modems, routers, wireless bridges, our proprietary Linux-powered edge controller, IP cameras, IP speakers, and a supporting wind or solar power source. As a Platform Support Specialist, you will monitor the health and performance of these units and do what it takes to ensure we are meeting our customers’ expectations. You will receive alerts from our system about potential issues with these units and the cloud services they rely on. Other issues will be found by making time to observe the behavior of many parts of our system, thinking creatively, and performing your own tests. With the assistance of charts, log files, trouble tickets, internal documentation, and other data, you will use your technical troubleshooting skills to identify each problem, determine the root cause, correct it (or coordinate with another department when necessary), and implement a procedure for detecting or preventing the same problem in the future. Your goal will not simply be to bring units back online; it will be to understand their behavior and do what you can to prevent them from going offline again. 

This position will report to our Director of Platform Support and will be based out of our headquarters in Orem, UT. You will collaborate with and learn from System Administrators, IP Hardware Specialists, and Software Developers. You will also provide support to the highest level of our Technical Support team. You may also share the responsibility of carrying an on-call cell phone used for urgent support needs during nights and weekends, rotated weekly.

What Will You Do

• Respond to performance and uptime issues with edge units and their supporting cloud services by receiving automated alerts as well as proactively reviewing charts, log files, and other data
• Diagnose and troubleshoot technical and complex issues related to hardware, software, configuration, networking, and connectivity
• Learn everything there is to know about a newly discovered issue and collaborate with engineers when necessary to get it resolved
• Publish documentation and train Technical Support on new resolutions to trending issues
• Maximize your effectiveness by resolving a high percentage of incoming requests, only escalating to engineering teams when necessary
• Back-up Sales Engineers and Product Owners as a resource for our Implementation and Support teams regarding the capabilities and limitations of our product and services

What Qualifications Are Needed

• Ability to collect information from proprietary systems, visualize complex scenarios, and perform root cause analysis
• Troubleshoot router configurations such as DHCP, DNS, IP Subnetting, NAT, and QoS
• Troubleshoot cellular modems and wireless point-to-point radios
• Use the Linux CLI to evaluate system resources, search through log files, edit configuration files, and restart services
  
• Write and speak English in a professional manner and collaborate well with others
• Automate common tasks using a scripting language, preferably Python
  

Benefits

Flexible Time Off, Paid Holidays, 401(K), Equity, Health, Vision, Dental, Voluntary Life Insurance, Wellness Program and best of all working with awesome people - ask about that when you speak with us!

HR Policy

We’re an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status. All Candidates must pass a drug screening and background check upon employment. Must be authorized to work in the U.S.