Technical Support Engineer, UK/EMEA

LOCATION:

Sunnyvale, California USA

WHO WE ARE:

Kaleidescape is a privately held company that was founded in 2001. With a combination of proprietary patent-pending hardware, software and services, Kaleidescape has introduced a new category of consumer electronics products that enrich the entertainment experience throughout the home. The Kaleidescape System lets users enjoy any of their hundreds of movies and audio CDs anywhere in their house, instantly. We have won numerous awards and are highly regarded in the industry for delivering innovative, well-designed products.

For additional information, please visit us at: www.kaleidescape.com

Our culture is characterized by integrity and a fanatical attention to detail and quality - and we expect these attributes to be reflected in every employee.

THE OPPORTUNITY:

Kaleidescape is seeking an experienced Technical Support Engineer to provide support to our expanding UK and EMEA dealer and customer base with issues around installation and maintenance of Kaleidescape Systems. Normal working hours for this position will be 1:00 AM to 9:00 AM PDT, overlapping with the North American support schedule for training and departmental interaction.

Successful candidates will be hands-on, capable of working independently, and able to drive customer issues and projects to completion with minimal supervision. The Tech Support Engineer will respond to queries coming in on phone, email or the web, log all cases in our call tracking database, create knowledge base articles as required and resolve issues. This role requires great customer skills as well as creativity and attention to detail. Ideas and suggestions from Kaleidescape Customers need to be evaluated, understood and passed on to Engineering for product and process improvement. The TSE will also be involved in product and process improvements, working closely with Engineering, product testing, documenting and training, trade show support and other technical projects as required.

EDUCATION AND EXPERIENCE:

  • A Bachelor's degree in computer science or other IT disciplines is desired.
  • The right candidate should be familiar with distributed audio-video and/or custom installation of networking solutions or home entertainment solutions.
  • Experience desired in networking, TCIP/IP, audio-video protocols, control systems and storage.

REQUIREMENTS:

  • Ethics, humility, integrity, high level intelligence, and accountability.
  • Candidate should be customer focused and have at least 3 years of customer support and/or custom installation experience.
  • Excellent communication and written skills are a must.

APPLICATION INFORMATION:

No Recruiters Please!

If you would like to be considered for this position, please send an electronic copy of your resume along with an introductory letter to careers-support@kaleidescape.com

We appreciate your interest in Kaleidescape and thank you for sharing your resume. We regret that we are not able to respond personally to all submissions. We will contact you if we decide to explore your qualifications in more detail.

 

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