Job Description

The Genesis Group (GenCore Candeo, Ltd.) is seeking a motivated, technically proficient Systems Engineer to join our Technical Operations team. This is a customer facing technical software support role focused on supporting Genesis software products and the systems they integrate with.

In this role, you will provide technical support for our GenWatch and GW3 TRBO software products, troubleshooting issues across software, databases, networks, and customer Land Mobile Radio environments. You will also support software installation and configuration and deliver onsite training and implementations at customer locations throughout the U.S. and Canada.

This role suits someone who enjoys troubleshooting complex technical problems, working directly with customers, and learning how software interacts with networks, databases, hardware, and mission critical communications systems. The ideal candidate communicates well with customers and teammates and is interested in building a long-term career in technical support and systems engineering.

What You’ll Do

• Provide technical software support to customers for GenWatch, GW3 TRBO, and other Genesis developed software by telephone and email.
• Troubleshoot issues involving software operation, databases, networking, system configuration, and connectivity to customer Land Mobile Radio systems.
• Support the installation, configuration, validation, and upgrade of Genesis software and customer systems.
• Conduct onsite software implementations and customer training.
• Maintain positive customer relationships through clear communication, professional support, and reliable follow through.
• Support a variety of customers, including commercial businesses, utilities, manufacturing industries, Public Safety agencies, and government agencies.
• Rotate with other Support Team members for on-call after-hours support.
• Rotate with other Support Team members to travel on-site for installation, configuration, and training, within the United States or Canada.
• Work with the Development team to resolve specific issues or suggest product improvements.
• Log details of each customer session or project in ticketing software to maintain customer support history.
• Assist in staging and shipping software and hardware orders as necessary.
• Participate in other projects assigned by Team Leaders.
• Continuously develop technical expertise in Genesis products, networking, databases, Land Mobile Radio systems, and related technologies.

What We’re Looking For

• Experience troubleshooting computer hardware and software issues.
• Experience working directly with customers or end users.
• Excellent verbal and written communication skills.
• Strong critical thinking and problem-solving skills.
• Demonstrated ability and desire to learn new technologies and develop technical expertise.
• Ability to work independently while recognizing when collaboration or escalation is appropriate.
• Self-motivated, detail-oriented, and organized.
• Demonstrates honesty, integrity, and good moral judgment.
• Strong interpersonal skills to build relationships with customers and team members.
• Working knowledge of IP networking fundamentals, including TCP/IP, IP addressing, firewalls, routers, switches, and basic network troubleshooting.
• Experience with Microsoft SQL Server is a plus.
• Experience or exposure to Land Mobile Radio systems, P25, DMR, RF systems, or public safety communications technology is a plus.
• CompTIA or other technical certifications are a plus.

Details

• Full time, salaried position, generally 8:00 AM to 5:00 PM, Monday through Thursday, except when traveling or on call.
• Position located in Tyler, TX.
• Genesis provides a full and very competitive benefits package.
• Approximately 20% travel.