Senior Deployment Engineer

Company Description

Want to deliver tech with purpose, with people who care? 

Join us in our mission to create solutions that help keep children safe online.

Who we are?

Headquartered in Perth, Australia, Qoria is an ASX listed global leader in child digital safety technology and services. We are a purpose driven business, operating under the ‘Linewize’ brand in North America and Asia Pacific, under the ‘Smoothwall’ brand in the UK, and under the ‘Qoria’ brand in EMEA. Our solutions are utilized by schools, school districts and their parental communities to protect children from seeing harmful content online, to identify children at risk based on their digital behaviors and to ensure teachers maintain focus and safe learning in the digital classroom. 27k schools and 6 million parents depend on our solutions to keep 22 million children safe in 180 countries around the world.

Job Description

What's the opportunity ?

Our Senior Deployment Engineers work within our Support and Delivery Team, providing technical support and high quality request management for escalated cases from end users of our product. They have the responsibility to ensure that 'every contact counts' for our customers such as parents, students, schools stakeholders and business partners by providing consistently excellent IT support and request management.

This remote position requires dedicated professionals who will primarily assist our clients within the Pacific time zone, ensuring exceptional service during varying hours to accommodate their needs.  We strongly prefer candidates residing within commuting distance from our main offices in Charlotte NC, San Diego CA, or Orlando FL to ensure seamless collaboration and proximity to our core operations.  However, we will consider qualified candidates from any location.

The Support and Technology Team at Qoria highly values diversity and inclusion in our hiring process. As we strive toward a more diverse workforce, we encourage all interested candidates to apply. Even if you're worried you might not be a perfect fit at first glance, we'd love to talk to you.

Here's how you'll do it?

• Assist customers with technical requests via phone, chat, and ticket systems to ensure support issues are resolved in accordance with SLAs.
• Act as a ‘project manager’, taking full ownership of technical support cases from inception to solution coordinating escalations as necessary.
• Recreate customer scenarios in a lab environment.
• Be a technical subject matter expert on the Education Solutions product suite and the underlying infrastructure of the ecosystem
• Perform primarily remote (infrequently on-site) product installations, initial configurations, and product training
• Create and manage internal and external product and training documentation
• Train and mentor other team members.

Qualifications

What you will bring: 

• The ability to communicate effectively and efficiently to customers over the phone and written channels (ticket\chat\email) is critical.
• 5+ years of experience in a senior role in either system administration, network administration, security, solutions architect, or a tier 3 support role.
• Experience designing and supporting multilayer IP networks; routing and switching
• Experience with network security; firewalls, intrusion prevention, risk assessment, pen testing, content filtering, PKI, SSL/TLS
• Experience managing large (>1k seat) Windows and Mac workstation deployments
• Experience managing Windows Server or Red Hat Linux server environments in an enterprise setting.
• Experience with acquiring and analyzing packet captures
• Experience/familiarity with managing enterprise deployments of iOS, Android, and Chromebook devices

You'll have:

• Bachelor Degree, or significant studies towards Computing, Information Technology, Science or similar
• Solid understanding of networking, server, and web technologies
• Expert-level Linux and Networking knowledge.
• Experience architecting complex solutions
• Experience with IT management products and services
• Domain expertise with IT operations, application management and/or security/compliance is desirable
• Some experience with network directories is desirable

Additional Information

Why choose Linewize by Qoria:

In this role, you can expect:

• Employee stock options
• Enhanced holiday & family leave
• Tech Allowance
• .... and much more

More importantly, you’ll..

• Deliver tech with purpose...

As part of our Support team, you