Professional Services Support Engineer

Overview
Kastle is the premier provider of property technology (PropTech) solutions that protect commercial real estate, multi-family residential, global enterprises, educational institutions, and critical government facilities. We're growing, and we're looking for a Professional Services Support Engineer to help accelerate our innovative 3rd party integration product portfolio.
Reporting to the VP of Software, the person in this role will bring deep technical knowledge, a history of proactive client engagement, and great hands-on problem-solving skills. This role will play a crucial part in ensuring a seamless customer experience, from pre-sales consultation to installation and ongoing post-sales support for more complex and custom 3rd party integrations using our partner APIs/SDKs.
As a Professional Services Support Engineer at Kastle, you will be the escalation point of contact in engineering for new customer engagements, throughout the entire customer onboarding lifecycle. You will work closely with our distributed sales and technical teams to understand customer needs, provide technical expertise, and ensure successful implementation and support of our property tech and managed security solutions. You will manage escalations and either work them to resolution or work with development to ensure the issue is assigned and taken ownership of within applicable SLAs. Technologies supported range from in-house developed custom web applications with SQL Server backends, to mobile applications utilizing BLE and NFC, to in-house developed access control and intrusion hardware and embedded software, as well as other support items standard to the access control industry (card credentialing, access management, etc.).
In addition to a great work environment, we provide excellent benefits (Medical/Dental/Vision, 401K, Tuition/Training Assistance, BrightHorizons Lifestyle Assistance, Wellness Program, etc.). We are proud to be a Certified Great Place to Work with awards for being a Top Work Place with Top Diversity, Equity, & Inclusion practices! Please visit Kastle Careers to learn more about working with Kastle.
Responsibilities

1. Pre-Sales Support:

• Collaborate with the sales team to understand customer requirements and develop tailored technical solutions.
• Conduct product demonstrations and presentations to potential customers.
• Assist the local team in creating detailed proposals, technical documentation, and statements of work (SOWs).
• Address technical inquiries and provide pre-sales technical support to prospects.
• Work with Product Management team to develop customized solutions and long term roadmaps

1. Installation and Implementation:

• Assist the local team in installation and configuration of Kastle's property tech and managed security solutions at customer sites.
• Collaborate with internal teams to ensure a smooth deployment process, including hardware and software setup.
• Conduct on-site or remote training sessions for customers and end-users.
• Troubleshoot and resolve technical issues during the implementation phase.
• Work with 3rd party companies to integrate Kastle solutions

1. Post-Sales Support:

• Serve as the escalation point of contact for technical integration issues post-sale.
• Provide ongoing technical support, including troubleshooting, issue resolution, and support for system upgrades.
• Proactively identify and address potential technical issues to ensure customer satisfaction.
• Collaborate with the customer support and engineering teams to escalate and resolve complex technical issues.
• Work with 3rd party companies to troubleshoot issues, as well as establishing SOPs, escalation paths and information sharing across teams

1. Documentation and Knowledge Sharing:

• Maintain detailed records of customer interactions and technical issues.
• Create and update technical documentation, user guides, and knowledge base articles.
• Share knowledge and best practices with customers and internal teams.

5. Collaboration and Stakeholder Management:

• Collaborate with cross-functional teams, including product, engineering, and sales, to understand their data needs and provide technical expertise to support their initiatives.
• Communicate effectively with executive leadership and stakeholders, providing updates on data engineering projects, progress, and challenges.
• Build strong relationships with external partners and vendors to leverage their expertise and resources when needed.

Qualifications
Technical Skills:

• Prior experience with APIs based on XML, JSON, GraphQL or similar.
• Prior experience working in an ecosystem of integrated hardware, software, services and 3rd party integrations.
• Prior experience in creating, supporting & maintaining API documentation intended for 3rd party developer use.
• Experienced in developing & transitioning to cloud native services
• C#, SQL, Kafka, and Azure/AWS experience
• Proven experience in a similar technical support or Professional Services role, ideally in the property tech or managed security services industry.
• Strong understanding of property tech solutions, managed security services, and relevant industry standards.
• Proficiency in configuring and troubleshooting hardware and software systems.
• Bachelor's degree in a related technical field (e.g., Computer Science, Information Technology) or equivalent experience.

Soft Skills:

• Excellent written and verbal communication skills, including the ability to explain technical concepts to non-technical stakeholders.
• Customer-focused mindset with a passion for delivering exceptional service.
• Problem-solving skills and the ability to work independently and as part of a team.
• Willingness to travel to customer sites as needed.
• Excellent technical and problem-solving skills.
• Teamwork skills.
• Motivation.
• Creativity and a willingness to learn.
• Keen interest in technology.
• Works well under immediate supervision.
• Ability to work well in a fast-paced, agile team environment.

Equal Opportunity Statement
At Kastle, we believe that diversity makes us stronger - at work and in the world. Kastle Systems International, LLC is an Equal Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, protected veteran status, marital status, pregnancy or any other basis protected by applicable federal or state laws.
Tags: Sales Engineer | Solutions Engineer | Solution Engineer | Integrations
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