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Job Title: Remote System Engineer S&E (Sports & Entertainment)Department: Sports & Entertainment Engineering Team (SEET)Reports to: SEET Team CoordinatorSummary: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.Job 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 systemsFluent in English and Spanish, Portuguese is a plusFunctional Competency:Knowledge of IT and software architectures (Client/Server, Cloud Systems)Expertise in operating systems, particularly Windows Server and LinuxKnowledge and experience with databases (MS SQL, Oracle) and SQL queriesExperience with IISExperience configuring and troubleshooting computer networks and firewallsKnowledge and experience working in Ticketing and ERP software (ServiceNow)Other Aptitudes & Skills:Independent and solution-oriented approach to workSelf-dependent working behaviorStrong diagnostic skills (analyzing of technical issues)Ability to quickly isolate and troubleshoot issuesAbility to multi-task, exhibit flexibility, and work with little supervisionAbility to collaborate with teams around the worldAbility 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 clearlyDelivers delicate or difficult messages effectively, appropriately, and with sensitivityStrategic thinking with a strong operational mindset to deliver resultsAn effective solutions-driven problem-solverMust be able to partner and work in a matrixed, multi-cultural, and sometimes complex environmentTravel & Flexibility:Willingness and ability to travel (up to 20%)Valid Passport requiredValid work visa for USA a plus, but not immediately requiredMin 40 hours a work week with rotating on-call flexibility Mon-Sun, including holidays