System Engineer

**Job Title**:Remote System Engineer S&E (Sports & Entertainment)

**Department**:Sports & Entertainment Engineering Team (SEET)

**Reports to**:SEET Team Coordinator

**Summary**:
The Sports & Entertainment Engineering Team (SEET) is a central engineering team specifically designed to remotely support all functions of the Sports & Entertainment business segments. SEET is responsible for supporting our customers daily, but it is also an important interface between our software and development departments, as well as distributors and partners. SEET members are also responsible for supporting our regional teams in the engineering and quoting process. We support project managers and field service teams remotely with new system deployments and onsite support as needed. SEET System Engineers ensure that all SKIDATA S&E installations function smoothly for our customers. Therefore, you will be remotely analyzing and resolving issues to the customer’s satisfaction, providing customer and technical training, and supporting project incidents and installations on-site for our customers as needed. We strongly encourage face-to-face interaction with other engineers and technicians, plus there will be an opportunity to travel domestically to share ideas and to work with various teams. You should have strong communication skills and a willingness to acquire and share product/solution know-how with our field teams and customers.

**Responsibilities**:

- Act as the first point of contact regarding incident and problem management (hardware & software) for our customers, our Field service technicians, distributors, and integration partners for our Sports & Entertainment product portfolio.
- Conduct independent system analysis and deliver input to improve our systems and knowledge in the field.
- Problem identification to avoid incidents on SKIDATA and integrated third-party products.
- Handling incidents and resolving issues to the customer’s satisfaction.
- Incident reproduction and collaboration with our Global Technical Support, Quality Assurance, and Development (3rd level) teams.
- Remotely support incidents, proofs of concept (POC), customer demos, and installations on-site upon demand.
- Remotely support situations where standard procedures have failed to isolate or fix problems in non-functioning equipment, systems, or software.
- Encourage and facilitate knowledge transfer to customers, colleagues, subsidiaries, and partners where applicable.
- Continuous and independent improvement of knowledge and experience.
- Participate in a rotating On-Call, After Hours Support program.

**Skills/Experience Required**:

- Education:_
- Minimum B.S. degree or an equivalent technical degree (hardware or software)
- Ideally, 3+ years of technical support work experience, such as mechanical equipment, computer, complex software, or network and wireless systems
- Fluent in English and Spanish, Portuguese is a plus
- Functional Competency:_
- Knowledge of IT and software architectures (Client/Server, Cloud Systems)
- Expertise in operating systems, particularly Windows Server and Linux
- Knowledge and experience with databases (MS SQL, Oracle) and SQL queries
- Experience with IIS
- Experience configuring and troubleshooting computer networks and firewalls
- Knowledge and experience working in Ticketing and ERP software (ServiceNow)
- Other Aptitudes & Skills:_
- Independent and solution-oriented approach to work
- Self-dependent working behavior
- Strong diagnostic skills (analyzing of technical issues)
- Ability to quickly isolate and troubleshoot issues
- Ability to multi-task, exhibit flexibility, and work with little supervision
- Ability to collaborate with teams around the world
- Ability to properly track efforts in company-provided tools (e.g. ServiceNow)
- Ability to properly follow written processes and procedures (e.g. development escalations)
- An excellent communicator who explains complicated concepts simply and clearly
- Delivers delicate or difficult messages effectively, appropriately, and with sensitivity
- Strategic thinking with a strong operational mindset to deliver results
- An effective solutions-driven problem-solver
- Must be able to partner and work in a matrixed, multi-cultural, and sometimes complex environment
- Travel & Flexibility:_
- Willingness and ability to travel (up to 20%)
- Valid Passport required
- Valid work visa for USA a plus, but not immediately required
- Min 40 hours a work week with rotating on-call flexibility Mon-Sun, including holidays

Work Location: Remote