Professional Services Engineer

💡 Who We Are

Hi there! We’re Carbyne, and every day, we’re on a mission to revolutionize public safety. As the global leader in emergency collaboration technology, we’re building a cutting-edge platform that helps save lives—think live video streaming, real-time chat, and precise location tracking. 

Our tools empower emergency teams to respond faster and smarter, ensuring help reaches those in need ASAP! With partnerships with tech giants like Amazon, Microsoft, and AT&T, we’re innovating life-saving solutions for over 400 million people worldwide 

Are you ready to make a difference with us? Let’s do this! 

🚀 About the Role

In this position, you’ll play a critical part in advancing Carbyne’s mission! Here's your chance to  join our Global Operations team in order to implement, integrate and deploy our real-time emergency service platforms to our clients, including 911 Public Safety Answering Points (PSAPs) organizations.

In addition to your core role, you will also be suited to providing input into a wide range of technical activities within the company, ranging from technical pre-sales, core architectural and design working sessions, and technical support activities. You will lead onsite and remote installations of Carbyne’s SaaS products, and you will also play an important role in the customer’s site and system architecture by following Carbyne’s best practices and your strong technical experience.

You will work in a high-activity/fast-paced environment, with the ability to handle ambiguity, and multiple tasks or projects at once. Your teammates are passionate Customer Success and Technical Support teams, but also with broader teams such as Product, Marketing, Development and Engineering teams.

🎯 Here’s What You’ll Be Doing

• Lead and Manage: Build and lead a high-performing team of engineers focused on delivering successful deployments and exceptional customer service. Provide coaching, mentoring, and performance management for team members.
• Deployment Expertise: Plan, design, and execute end-to-end deployment projects for our cloud call-handling solutions. Work closely with customers to understand their needs and ensure successful implementations.
• Technical Leadership: Provide advanced technical training and knowledge transfer to customers throughout the deployment process. Collaborate with engineering teams on complex technical solutions and troubleshooting.
• Customer Relations: Be a trusted advisor to our customers. Provide ongoing support during deployment, including working after hours on installations and post-implementation assistance. Champion a customer-centric approach within the team.
• Process Improvement: Continuously improve our deployment processes and documentation to ensure efficiency and scalability.
• Collaboration: Work effectively across internal teams (Sales, Engineering, Customer Success, Support) to ensure seamless project delivery. Maintain strong communication with senior leadership and stakeholders.

🔑 What You Bring

To shine in this role, you’ll need:

• Bachelor's degree in a technical field (or equivalent experience)
• At least 4 years of experience as a team manager with similar responsibilities (including project management experience)
• At least 10 years of experience in a technical role related to VoIP (e.g., PBX, Call Center)
• Proven knowledge of AWS cloud infrastructure
• ‘Lead by example’ manager with hands-on experience
• Proven experience in planning, executing, and delivering complex projects
• Strong communication, interpersonal, and conflict-resolution skills
• Ability to manage multiple priorities and work effectively under pressure
• Excellent analytical and problem-solving skills
• Experience with network infrastructure, including routers, firewalls, and the OSI model
• Ability to travel 40% of the time

Nice-to-Haves:

• Experience with the public safety industry (ENP Certification/NG911)
• Knowledge of Cisco UCS and/or FreeSWITCH
• Knowledge of streaming technologies (SIP, RTSP, RTMP, SIP-to-PSTN gateways, SIP Trunk, Wowza, WebRTC)

Feeling unsure because you don’t check every box? Don’t worry, we’ve been there too. At Carbyne, we value passion, potential, and a willingness to learn. If this role excites you and aligns with your career goals, we encourage you to take a chance and apply! You might be exactly who we’re looking for!