Development Escalation Engineer

Carrier is the leading global provider of healthy, safe and sustainable building and cold chain solutions with a world-class, diverse workforce with business segments covering HVAC, refrigeration, and fire and security. We make modern life possible by delivering safer, smarter and more sustainable services that make a difference to people and our planet while revolutionizing industry trends. This is why we come to work every day. Join us and we can make a difference together.

About This Role

LenelS2 is a leading provider of innovative security technology solutions that deliver superior access control and video monitoring products. We are seeking a customer-focused Technical Support Representative to join our growing post-sales technical support team in Pittsford, NY.

The Development Escalation Engineer is responsible for troubleshooting, root cause identification, problem resolution, and maintenance of Windows-based software solutions that will shape the future of the security industry.  This includes working with the latest technologies and on exciting applications like biometrics, smart cards, access control, ID management and digital video. 

The successful candidate will be a member of both the Technical Support Department (TSG) and work cohesively with engineering teams focusing on sustaining and maintenance of our flagship security product with a concentration on our Platinum Support customers.  The candidate will leverage their software troubleshooting and physical security domain expertise to provide deep technical troubleshooting and development of software fixes for escalated issues that involve complex and business sensitive support situations. The candidate will be required to join customer calls, present technical solutions and status updates to the end user customer and facilitate problem resolution activities.

Key Responsibilities:

• Participate in the maintenance of an existing product
• Effectively communicate and collaborate with local and international teams
• Analyze and resolve complex software problems from field deployments
• Design, prototyping and implementation of new solutions
• Workload estimation and risk assessment
• Utilize the latest C++ / C# techniques in code development
• Utilize the latest tools & techniques in software debugging and troubleshooting
• Work closely with members of Technical Support, Engineering, Quality Assurance, Product Management, VARs and end users as may be necessary

Required Qualifications:

• Bachelor’s degree in Computer Science, or Engineering

Preferred Qualifications:

• Proficiency in C++, C#, and SQL
• Experience with Microsoft development tools, including Visual Studio
• Experience with MFC, COM, XML, MS SQL Server
• Experience with multi-threaded applications
• Knowledge of version control and defect management tools
• Experience across full life cycle of server applications
• Experience interfacing hardware with software
• Experience with troubleshooting in Windows, crash/memory dump collection, perfmon, Active Directory, Domain, and network connectivity troubleshooting
• Experience with database concepts, SQL, SQL Server, SQL Management Studio, Oracle, and Crystal Reports a plus
• Azure or other cloud platforms
• Agile software development
• Knowledge of security systems: access control, video surveillance, intrusion

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