Careers at Impulse

Impulse offers a highly competitive compensation package and the professional advantage of an environment that recognizes your contributions and supports continued personal development. We are currently accepting resumes for the following positions:

The Technical Team Lead provides hands-on leadership for Impulse’s Customer Support team – acting as a player-coach. The specialists and engineers on this team are responsible for all aspects of customer technical support.

Impulse prides itself on providing great customer support. This is a differentiator for Impulse versus our competitors. As such, the idea candidate will share a passion for providing great customer support. At the high level, this position requires a passion for security and networking technology, and helping customers apply that technology. Our customers are expert security and network professionals – they know their “stuff” and are responsible for large networks used by tens of thousands of users. Therefore, they have high expectations we must live up to; you, therefore must have high expectations of yourself and those you are mentoring.

ESSENTIAL DUTIES AND RESPONSIBILITIES

  • Hands-on direction of Customer Support ensuring customer issues are quickly and efficiently addressed to the satisfaction of the customer
  • Guide the teams in collecting and monitoring key performance metrics and the necessary process changes required to drive improvement
  • Guide these teams cross-functionally as they interface with the rest of Impulse to:
    • Ensure customer issues are properly escalated to the development and networking teams as required
    • Provide input to release planning to help prioritize, define and review planned product and services improvements (support Product Management)
    • Work with QA, the development team, and early adopters from the customer base to ensure smooth release of new versions of the solution
    • Ensure executive management is kept apprised of any emerging risks, metrics, and progress toward communicated goals
  • Own the technical and professional development of the team members  – help ensure team members know what they need to know to help the customer and how best to help them
  • Update on-call duty roster on a quarterly basis, and ensure the off-hours incidents are handled promptly
 
 TECHNICAL QUALIFICATIONS AND EXPERIENCE
  • BA/BS in Computer Science/Engineering or equivalent experience
  • Excellent written and verbal communication skills
  • 3+ years’ experience leading teams focused on software support and/or service
  • 6+ years’ total experience in a support or services role assisting customers in the deployment or operation of an enterprise software solution
  • Technical background including:
    • Networking and network management (CCNA a plus)
    • Linux operating system
    • Linux server life-cycle management
    • Relational databases
    • Security best practices and an understanding of related software and appliances 
  • Experience with issue tracking and CRM software such as Jira Service Desk and Salesforce
  • Experience in a sales-facing support role a plus

The Business Development Representative (BDR) position is a team contributor role that works in concert with the Regional Sales Managers (RSMs). The BDR is paired with the RSMs in territory with the mutual objective of achieving the assigned sales objectives. 

ESSENTIAL DUTIES & RESPONSIBILITIES 

  • Develop new sales opportunities which involves:
    • Calling on new prospects to generate interest and demand
    • Securing meetings for RSMs
    • Pulling reseller partners into qualified sales opportunities
    • Attending occasional trade shows in the territory
  • Enable sales progression; this specifically involves working with RSMs to:
    • Assist with pricing quotes and product configurations
    • Provide product function/benefits in collateral and customized presentations to assist progression of opportunities
    • Team up on tactics to improve sales revenue

Reporting to the Vice President of Sales, the BDR will be involved throughout the sales process of identifying targets, contacting prospects, creating and progressing opportunities. This role requires working closing with the RSMs. To be successful the BDR will need to effectively coordinate as a team all activities and communications with their RSM. The BDR will be required to make calls to targets and prospects. The calling activity is to introduce Impulse/SafeConnect to the market, create interest and move the target/prospect along in the early stages of the sales process. The performance of the BDR in position will be judged (in part) based on the volume of calls, the number of appointments secured and the subsequent revenues generated from the calling activities.

The position does require gaining a thorough understanding of the SafeConnect product, the customer environments, competing and related technology and the ability to effectively present our value proposition to prospects.

Responsibilities:

  • Successfully identify sales targets and prospects
  • Identify/respond to leads and progress opportunities
  • Effectively provide accurate and timely quotes in conjunction with the RSM
  • Team closely with the RSM and progress sales opportunities
  • Create sales opportunities where they do not currently exist
  • Complete a volume of calls to prospects and partners (in the territory) on regular daily basis
  • Successfully communicate/position/sell our value proposition to prospects
  • Secure an assigned number of sales appointments (webinars, in-person meetings, event participation,etc)
  • Document all call activities in CRM system
  • Work directly with prospects and reseller partners
  • Provide feedback on market trends and competitive activities

Skills and Experience:

  • Previous role in technology sales
  • Working knowledge of security software and networking technologies
  • Strong communication, interpersonal and organizational skills
  • Effective at telephone communication
  • Ability to work within a team as well as independently
  • Comfortable/effective at making sales cold calls
  • Ability to learn and use the company’s CRM system
  • Self-motivated

Highly Desired:

  • Previous experience selling security software
  • Working knowledge of network infrastructure and technologies
  • Experience selling in Education markets

Requirements:

  • Bachelor’s degree
  • Prior sales experience
  • Ability/willingness to make daily volume of calls
  • Strong communication and customer relationship skills
Success Criteria:
  • Achieve results with assigned targets in calls, events/campaigns and revenue
  • To be professionally persistent
  • Able to overcome objectives
  • To have good listening skills
  • Team working ability – collaboration
  • Ability to build credability with prospects quickly
  • Appreciation and understanding for sales process and activity prioritization
  • Honest and trustworthy
  • Ability to work in fast-paced environment with multiple priorities
  • Ability to work virtually and independently
  • Able to work within in a small company environment

The Service Delivery Engineer (SDE) role will be involved in developing, managing and promoting a quality user experience in the areas of implementation, training and consulting for Impulse’s SafeConnect solution. The SDE will coordinate activities to meet established deadlines, resolve complex problems and is responsible for meeting customer objectives and expectations. They will specialize in wireless networking technology and collaborate with software engineers, quality assurance analysts and other development staff under the general direction of Impulse’s VP of Technology.

ESSENTIAL DUTIES AND RESPONSIBILITIES 

  • Level 2-3 customer network support and advocate, as required
  • Ability to relate to customers with varying levels of technical skills and understanding; from the end user, to the IT Manager, to the Executive level
  • Assist with implementing the SafeConnect enterprise solution with external clients and exhibit strong project management skills (e.g. installs/trials/POCs)
  • Assist existing customers with network topology changes / redesigns as they pertain to SafeConnect Integration
  • Excellent time management and prioritization skills needed to manage multiple requests with varying levels of importance and criticality
  • Adhere to and assist in the development and improvement of SafeConnect’s Statement of Work (SOW) service delivery process to ensure consistent success and incremental customer satisfaction improvement
  • Assist in QA/Testing/Certifying both new versions of SafeConnect and integrating new third-party network platforms
  • Stay current with product information, best practices, changes and updates
  • Train users in existing or new functionality in order to maximize their system’s potential and usability
  • Execution of project scope, documentation, billing and reporting of any Service Delivery Project directly assigned
  • Create and update product documentation and best practices
  • Participate in on-call rotation with other engineers
  • Other duties as assigned
 

EDUCATION AND EXPERIENCE (Key Competencies) 

  • Minimum 3 years of experience in Wireless networking
  • Experience configuring WPA2E SSIDs required
  • Experience with RADIUS Server configuration required
  • Experience with RADIUS Server / Active Directory integration preferred
  • Customer-facing professional services and project management expertise
  • Experience managing high priority technical issues and their associated tracking and communications
  • Knowledge of relevant Support Tracking Procedures and Tools (e.g. Salesforce)
  • Documenting products and procedures
  • Knowledge of Wireless certification(s) preferred but not required
  • Understanding of Internet security technologies such as firewall, networking, authentication, intrusion detection systems, antivirus, Mobile Device Management (MDM), etc. 

Behavioral Competencies

  • Approachability: Is easy to approach and talk to; spends the extra effort to put others at ease; can be warm, pleasant and gracious; is sensitive to a patient with the interpersonal anxieties of others; builds report well; is a good listener
  • Customer Focus: Is dedicated to meeting the expectations and requirements of internal/external customers; gets first-hand information and uses it for improvements in products and services; acts with customers in mind; establishes effective relationships with customers gaining their trust and respect
  • Listening: Practices attentive and active listening; has the patience to hear people out; can accurately restate the opinions of others when he-she disagrees
  • Interpersonal and Political Savvy: Relates well to all kinds of people, up, down, and sideways, inside and outside the organization; builds appropriate rapport; builds constructive and effective relationships. Can maneuver through complex political situations effectively and quietly; is sensitive to how people and organizations function; anticipates where the land mines are and plans his/her approach accordingly; views corporate politics as a necessary part of organizational life and works to adjust to that reality
  • Problem Solving – Uses rigorous logic and methods to solve difficult problems with effective solutions; probes all fruitful sources for answers; can see hidden problems; is excellent at honest analysis; looks beyond the obvious and doesn’t stop at the first answer

The Software Development Engineer will work within a team of software engineers helping design, code, test, and support new and existing SafeConnect features. The ideal candidate will have a desire to build well-engineered backend services with the ability to work both independently (spearheading specific features) and in cooperation with others to ensure the new features fit well into the overall existing solution.

ESSENTIAL DUTIES AND RESPONSIBILITIES

  • Design, develop and deploy high quality backend services that handle a high volume of tranactions in a highly available fashion
  • In addition to hands-on coding responsibilities, participate in design and peer reviews to improve overall quality of deliverables
  • As part of coding, think like an Operations or Support person to ensure ease of deployment and supportability are built-in

 EDUCATION/SKILLS/QUALIFICATIONS

  • BA/BS in Computer Science/ Engineering or equivalent experience
  • 5+ years’ experience in software development within customer-facing networking and security-related product-oriented industries
  • Experience designing and developing for public cloud platforms such as AWS or Google Apps desired
  • In-depth expertise in Linux desired
  • Expertise in TCP/IP networking and application integration
  • Experience in Java/J2EE web-based software development (Servlets, ActiveMQ JMS, RESTful APIs)
  • Working experience with Tomcat or other web application server
  • Working knowledge of MVC design pattern and frameworks, especially Spring
  •  Data Access and ORM framework experience (Hibernate / JPA, IBATIS, other)
  • Proficiency in SQL Procedures, HTML, SQL, XML, JSP, JavaScript
  • Knowledge of Java, Virtual Machines, Windows, MAC OS
  • Understanding and appreciation for test automation tools and frameworks (Junit, Selenium WebDriver) and experience with code coverage and performance benchmarking tools

Impulse offers a comprehensive benefits package which includes Medical / Dental / Vision Insurance Plan options, Flexible Spending Accounts, Health Savings Accounts, 401K Retirement Plan, Life Insurance, Equity Participation, Vacation, Sick and Holiday Paid Time Off, and Tuition Reimbursement. 

Impulse Point is an Equal Opportunity Employer.