Job Description

Description
The Ring Alarm, Smart Lighting and Camera product families provide reliable and configurable security solutions for our customers. As a Support Engineer in the Advanced Engineering Support team, your focus is the end-to-end technical support of all Ring products.
You will provide triage and trouble-shooting support for issues in the field, testing and review of beta products, field data analysis, and general exploratory testing at a system level.
You will work directly with engineering teams, program management and customer service leaders, providing comprehensive product support across each of the product families.
Key job responsibilities

• Investigate and troubleshoot technical issues and work with development teams to determine root cause and prioritize resolution.
• Collect and analyze device data using tools such as Tableau, Quicksight and Splunk.
• Support Beta testing of new products and features
• Keep up-to-date with new Ring Products and features and perform exploratory system testing to uncover issues.
• Keep team members informed of critical issues and escalate concerns promptly and appropriately with limited guidance from your manager or team members.

About the team
The Advanced Engineering Support Team works to verify and ensure the quality, reliability, and usability of the family of Ring products.
Basic Qualifications
- Experience troubleshooting and debugging technical systems, or experience in technical support
- Experience working with DIY or other types of home security, home automation, smart lighting or camera-based products.
Preferred Qualifications
- Experience in development or technical support
- Experience working with device technologies under development, familiarity with flashing firmware, basic device debugging and familiarity with reading/pulling device logs
- Experience with data analysis tools such as Splunk, Tableau or Quicksight.
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Skills Required