Technical Support Specialist - Level 2

As Verity’s industrial drones are being rolled out to warehouses worldwide and production volumes rise, we’re now starting to grow our support team.

The global leader in autonomous indoor drone systems, Verity’s integrated inventory tracking systems enable zero-error warehouses for some of today’s most notable big box retailers, third-party logistics providers, and manufacturers. Our live events solutions help create stunning effects for top names in the entertainment industry like Drake, Céline Dion, Metallica, and Cirque du Soleil. We continuously reach beyond existing limitations to rethink, reimagine, and rework the role of robotics in the world today.

Come help us break new boundaries for drone systems and technologies!

What you’ll do

• Respond to customer inquiries, investigate issues, find solutions and identify root causes
• Coordinate problem tracking and resolution across multiple disciplines of hardware, networking, application and system software with support of the Development team
• Support Deployment teams for technical issues during planning and installation of new systems
• Monitor systems, coordinate repairs, perform upgrades, inspections, and maintenance
• Contribute to definition and continuous improvement of support and deployment processes
• Contribute to continuous improvement of user documentation

What you bring

• Degree in mechanical engineering, robotics, electrical engineering, computer science, or related field
• 2+ years of sound practical experience in an ITIL / ITSM environment
• ITIL certification
• Working knowledge of Incident Management, Problem Management, Change Management and Administration of Ticketing/Monitoring tools
• Experience in providing services to agreed SLA’s and OLA’s
• Experience with supporting multi-tier infrastructures
• Experience in documenting processes, escalation management, trouble ticket initiation and tracking and excellent problem data gathering skills
• Ability to troubleshoot complex systems consisting of hardware and software
• Experience with setup and debugging of network equipment (Switch, Firewall, Router, Access Point, etc.)
• Basic programming knowledge (e.g., Python)
• Experience with JIRA is a plus
• Excellent communication skills in English, written and spoken

Who you are

• Customer service and support focused with a desire to deliver a high quality service
• High level of initiative and exceptional sense of responsibility (can-do attitude)
• Structured, detail-oriented, and proactive work style
• Flexible in working outside of core business hours at short-notice

Why you’ll love Verity

• Flexibility of a hybrid work environment. You can arrange start and finish times around your life (picking up kids, walking the dog, training for your next marathon at lunch)
• A great engineering culture, including flat hierarchies, an open-door policy, and a focus on joint responsibility and mutual trust and support
• Working with a skilled, high-achieving, experienced, and fun team—with lots of opportunities to develop your professional career and grow with the company
• Annual team-building events, quarterly and monthly get-togethers, knowledge-sharing talks, game nights, and more
• 25 days of annual leave, employee stock ownership plan (conditions apply), variety of pension plans, and relocation packages
• Welcoming office space complete with friendly team members, free snacks (fresh fruits, coffee, and more!), and fun activities—we’re dog-friendly!

Are you ready for a great adventure?
Learn more about who we are, what we do, and how we think at www.verity.net