Date Posted:

2024-09-18

Country:

United States of America

Location:

OTCTH: Connecticut Home Offices Remote Location, Remote City, CT, 06032 USA

Technical Software Product Support Engineer

Otis is seeking an experienced Technical Software Product Support Engineer to provide technical support for Otis digital products with a focus on Otis One. The COE provides full lifecycle support for Otis digital products including Compass® Destination Dispatch, EMS Panorama™, eCall™ Pro and Otis ONE products worldwide.

The Technical Software Product Support Engineer

is responsible for support of the new Otis ONE systems integrated technology platform. The role will serve as a tier III point of IT assistance for OTISLINE CSRs, Field supervisors, Mechanics and other members of the Otis community. The specialist also follows up with product management and DT organization to ensure that open issues are making progress and communication with customers is timely and effective.

Job Responsibilities:

Communicate and consult with customers to derive their requirements (cyber, network, functional)
Represent the technical capabilities of Otis products to the customer
Identify industry trends and drive strategy with Product Management
Interface with the Otis cyber organization
Review and respond to customer specifications and surveys
Provide technical support during implementation of networking rules for OTIS’ digital products
Develop and/or define tools to efficiently troubleshoot and support networking issues
Create and administer product certificates
Collaborate with engineering on connectivity and subscription solutions for our digital products
Lead for planning and deploying over-the-air updates to digital products supported by the COE
Develop custom networking solutions for major projects & high-priority customers
Perform technical root cause analysis of field issues and work with the development and field teams toward resolution
Adhere to OTIS three Absolutes: Safety, Ethics and Quality

Education / Certifications:

The successful candidate must have a BS or BA degree in Computer Science, Management and Information Systems, or other relevant degree

Basic Qualifications:

8+ years of experience, including remote technical support experience
Understanding of networking fundamentals (network security, firewalls, L2/L3, VLANs, VPNs, proxies)
Understanding of basic cyber security requirements and how they dictate system solutions
Comfortable communicating with all levels of organizations – Otis internal (mechanics, salespeople, project managers, Branch Managers, remote experts, monitoring center staff, etc.) customers and vendors
Familiarity with databases, web servers, mobile applications, UI/UX, and integration
Strong technical root cause analysis capabilities
Ability to navigate in a Linux environment
A strong customer focus and collaborative approach while working with global field personnel, regional engineers and experts and engineering
Adhere to OTIS three Absolutes SAFETY, ETHICS and QUALITY

Preferred Qualifications:

Elevator domain experience a plus
Network Certifications (CCNA, CCENT CompTIA or other)
Cyber Certifications (Security+, CISSP, CASP+, CEH or other)
Cloud architecture experience with Azure PAAS/IAAS and AD
Agile Development environment experience
Experience with IoT/connected product development and/or over the air software updates
SIM card management and cellular data plan usage monitoring experience

If you live in a city, chances are we will give you a lift or play a role in keeping you moving every day.

Otis is the world’s leading elevator and escalator manufacturing, installation, and service company. We move 2 billion people every day and maintain approximately 2.2 million customer units worldwide, the industry’s largest Service portfolio.

You may recognize our products in some of the world’s most famous landmarks including the Eiffel Tower, Empire State Building, Burj Khalifa and the Petronas Twin Towers! We are 69,000 people strong, including engineers, digital technology experts, sales, and functional specialists, as well as factory and field technicians, all committed to meeting the diverse needs of our customers and passengers in more than 200 countries and territories worldwide. We are proud to be a diverse, global team with aproven legacy of innovation that continues to be the bedrock of a fast-moving, high-performance company.

When you join Otis, you become part of an innovativeglobal industry leaderwith a resilient business model. You’llbelong to a diverse,trusted,and caring community where your contributions, and the skills and capabilities you’ll gain working alongside the best and brightest, keep us connected and on the cutting edge. 

We provideopportunities, training, and resources, that build leadership and capabilities in Sales, Field, Engineering and Major Projects and our Employee Scholar Program is a notable point of pride, through which Otis sponsors colleagues to pursue degrees or certification programs.

Today, our focus more than ever is on people. As a global, people-powered company, we put people – passengers, customers, and colleagues – at the center of everything we do.We are guided by our values that we call ourThree Absolutes –prioritizing Safety, Ethics, Qualityin all that we do. If you would like to learn more about environmental, social and governance (ESG) at Otis click here.

Become a part of the Otis team and help us #Buildwhatsnext!

Otis 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 or veteran status, age or any other federally protected class. To request an accommodation in completing an employment application due to a special need or a disability, please contact us at [email protected].

Privacy Policy and Terms:

Click on this link to read the Policy and Terms

Technical Software Product Support Engineer

Otis

Simplify's Take

What believers are saying

What critics are saying

What makes Otis unique