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The Alarm AES (Advanced Engineering Support) Team's focus is on the Ring Alarm product, a connected, DIY home security system. The mission of the AES Team is to champion quality, reliability, and usability of Ring Alarm. We are seeking a highly motivated FQE (Field Quality Engineer) to join our AES team.
The ideal candidate will be flexible, detail-oriented, and skilled at working with internal customers across many disciplines (Customer Service, Hardware/Software Development, Cloud Development, and Quality Assurance) for technical support and troubleshooting, product test and investigation, as well as data collection and reporting to support metrics relating to overall customer impact.
You will provide customer service agents with advanced technical triage and troubleshooting assistance with the Ring Alarm and connected devices.
You will identify and accurately report any issues found and assist developers or testers by providing logs or other data as necessary.
You will stay connected and follow up on support cases that have been escalated and with internal engineering teams who have outstanding actions.
You will set up and monitor isolated test systems of varying sizes to support short- and long-term development, debugging, and investigative efforts.
You will collaborate with internal teams and customers to help prioritize opportunities for product improvement.
You will communicate frequently both verbally and in writing with your team and with other groups.
Investigate and troubleshoot technical issues and consult with development teams when necessary.
Collect and analyze many different types of logs using tools such as Kibana, Tableau, and Splunk.
Deliver defect reports that include steps to reproduce, logs, clear description of actual results vs. expected, helpful title, and summary.
Provide customer service agents with triage and advanced troubleshooting assistance.
Provide detailed status reports for management.
Keep team members informed of critical issues and escalate concerns promptly and appropriately with limited guidance from your manager or team members.
Keep up to date knowledge of Ring Alarm features and details of connected device operation.
Bachelor’s degree or equivalent work experience of 4+ years
2+ years of experience working with DIY or other types of alarm systems.
2+ years of experience analyzing and troubleshooting complex systems.
Experience with basic wireless network troubleshooting.
Familiarity with Z-Wave, ZigBee, or other IoT RF Protocols.
Experience working with Jira or similar issue-tracking tools.
Experience working with data analysis tools such as Kibana, Tableau, Splunk, or equivalent.
Strong problem-solving and troubleshooting skills.
Effective interpersonal, teamwork, and verbal/written communication skills.
Exceptional attention to detail, ability to follow through, and strong organizational skills.
Experience working with individuals and teams across disciplines, including Hardware/Software Development, Quality Assurance, and Customer Service.
Since its founding in 2013, Ring has been on a mission to make neighborhoods safer. From the video doorbell, to Ring Alarm, which was named #1 in Customer Satisfaction for DIY Home Security Systems by J.D. Power, Ring’s smart home security product line, as well as the Neighbors app, offer users affordable whole-home and neighborhood security. At Ring, we are committed to making home and neighborhood security accessible and effective for everyone -- while working hard to bring communities together. Ring is an Company company. For more information, visit Company website. With Ring, you’re always home.
Company is committed to a diverse and inclusive workplace. Company is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please visit Company website//.
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