Avatour is the remote collaboration platform for site meetings.
Our cloud service enables full-motion 360° real-time communication, experienced via a web browser or optional VR headset. For the first time, remote users can experience the full spatial context of a site, enabling much more efficient collaboration with on-site personnel. Avatour is a fast-growing startup with customers ranging from small businesses to multinational enterprises, across pharmaceuticals, manufacturing, logistics, real estate, construction, insurance and more.
Our culture is built on shared values of respect, transparency and challenge. We take pride in knowing our work contributes to the fight against global warming, and we know that the diversity of our team makes us stronger.
Avatour is a remote-first company; the majority of our roles can be accomplished anywhere in the world, time zone permitting. This role is expected to work EU business hours, with extended hours as required.
We are looking for a capable Technical Operations Engineer to provide enterprise-level technical support to our customers. This technician will give support via phone, web, email, chat and other channels as required. A background in engineering or IT support is a must.
Work closely with CTO on the deployment and management of Avatour's production video distribution infrastructure
Serve as primary escalation point for technical issues during US nighttime
Take ownership of customer issues reported and see problems through to resolution
Study, diagnose, troubleshoot and recognize solutions to solve customer issues
Provide timely and detailed feedback to customers
Ensure proper recording and closure of all issues
Act as a technical liaison between the customer and sales and deliver platform demonstrations and customer training.
BS degree in Information Technology, Computer Science or equivalent
2+ years experience with IT/network administration.
Experience troubleshooting problems with video communication infrastructure, especially WebRTC components and network infrastructure.
Proven working experience in enterprise technical support, IT support or as a technical engineer
Good knowledge of cloud deployment (AWS) of Unix/Linux systems, utilities, and scripting
Great problem-solving and client-facing skills
Outstanding written and verbal communication skills