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Vail Systems, Inc.
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Tier II Support Engineer

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Vail Systems, Inc.
570 Lake Cook RdDeerfield, IL 60015
800.360.8245
www.vailsys.com


Tier II Support Engineer

Vail Systems, Inc. Company Profile:
The human voice is capable of conveying nuances and meaning that just can't be expressed through clicks and text messages. And for that reason, voice interactions have always had a special power to shape our perceptions and experiences. At Vail, we believe in the unique power of voice interactions to create more expressive, more intimate, and more efficient interpersonal interactions. Our experts work with Fortune 500 companies to help them serve their customers more efficiently and effectively through the use of various voice technologies. From basic network services, to state-of-the-art IP telephony, to cutting edge real-time analytics, Vail's technology makes millions of voice interactions better every day.

Job Purpose
Our state of the art voice technology requires integration of platform components running on highly available, low latency systems and network that support VoIP signaling and media, real-time analytics, and data connections to carriers, contact centers, and customer backend resources. Systems and network play key roles in delivering the benefits of Vail's voice platform solutions to its customers. As a Tier II Engineer at Vail, you'll be responsible for the voice platform and supporting systems and will work in a highly technical environment alongside software developers, systems integrators, and network engineers in designing, maintaining, and delivering solutions. The platform is largely Linux-based. We're looking for support engineers with at least 2 years experience in system/network engineering to join our team.

Essential Responsibilities and Deliverables:
Vail Tier II Support Engineers monitor, design, maintain, and trouble-shoot systems and voice platforms with the strong high-availability requirements of a carrier-grade hosting environment. In this role you would primarily work with Linux-based systems. The systems support voice needs of Fortune 500 enterprise customers, including state-of-the-art IP telephony, IVR, call routing, contact center integrations, and cutting edge real-time analytics, as well as other research initiatives. Vail is a software engineering company that develops its own technology to produce innovative solutions for customers. Duties in this role include, among others:

  • Trouble-shooting issues at the network, systems, web server, telecom, and voice platform levels
  • Investigating issues at the protocol level (for instance by analyzing packet traces)
  • Developing tools to facilitate trouble-shooting and support
  • Continuously improving system monitoring and security
  • Voice application, web application, and platform deployments
  • Participating on project teams in delivering solutions
  • Creating and maintaining documentation
  • Systems integration
  • SIP interoperability testing for new carrier and customer VoIP integrations
  • Develop standard procedures and training material for Tier 1 Support
  • Primary support for research/proof-of-concept projects

As part of the Vail team, you'll be expected to coordinate with internal teams to design and develop solutions using state-of-the-art technologies.

Basic Qualifications:

  • At least two years experience in support engineering, Linux system administration, systems/network engineering, or related field.
  • Experience using scripting languages such as Shell, Perl, Python for automating tasks
  • An ability to solve complex problems in a short amount of time
  • A B.A. / B.S. degree in Computer Science, Engineering, Mathematics or a related field is preferred.

We'd like to add a Tier II Support Engineer to our team and we'd like to know if you think you fit the bill. You will if you:

  • Thrive in a collaborative environment
  • Are able to pick up new concepts quickly
  • Can keep an open mind to new ideas
  • Have excellent interpersonal communication skills
  • Don't mind using those skills to share your best ideas
  • Have an ability to work independently in a fast-paced environment
  • Aren't afraid of ambiguity and can problem-solve with little direction
  • Have a positive, can-do attitude, and
  • Are excited to learn new things
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Portrait of Bijal
Bijal
Technical Project Manager
FOCUS MEETS FUN
Maintain a healthy work-life balance
Bijal said Vail Systems offers a challenging yet welcoming atmosphere cultivated by insightful, helpful individuals. When she isn’t busy refining her software and project management skills, she enjoys connecting with her colleagues through the company’s pickleball league, which is her favorite employee-led group. Given the company’s focus on work-life balance, Bijal said she has plenty of chances to reenergize herself by spending time with family and friends and volunteering through Chicagoland’s Project Management Institute, where she holds a leadership position.
Bijal said Vail Systems offers a challenging yet welcoming atmosphere cultivated by insightful, helpful individuals. When she isn’t busy refining her software and project management skills, she enjoys connecting with her colleagues through the company’s pickleball league, which is her favorite employee-led group. Given the company’s focus on work-life balance, Bijal said she has plenty of chances to reenergize herself by spending time with family and friends and volunteering through Chicagoland’s Project Management Institute, where she holds a leadership position.
My manager regularly checks in to see how I’m doing to make sure I’m not overworked or stressed.
Portrait photo of Will Tagney
Will Tangney
Software Engineer II
TACKLE ROBUST PROJECTS
A cutting-edge tech stack spurs progress
Will Tangney’s workdays involve collaborating with various teams, brainstorming with peers and tackling robust projects. Currently, he’s working on developing Hydra, the company’s multichannel conversational AI platform. “We’re presently working on our next major release, which will add many exciting features,” Tangney said. While he’s motivated by the Hydra project, he’s equally energized by a new tool utilized in the company’s tech stack: the GraalVM Native Image compiler. This technology improves application performance by optimizing resource utilization and hardens application security.
Will Tangney’s workdays involve collaborating with various teams, brainstorming with peers and tackling robust projects. Currently, he’s working on developing Hydra, the company’s multichannel conversational AI platform. “We’re presently working on our next major release, which will add many exciting features,” Tangney said. While he’s motivated by the Hydra project, he’s equally energized by a new tool utilized in the company’s tech stack: the GraalVM Native Image compiler. This technology improves application performance by optimizing resource utilization and hardens application security.
I enjoy having so many people to brainstorm with, as it enables everyone to further understand problems and identify potential issues ahead of time.
Portrait of Akun Taniguchi with blue sky and mountains in the background
Akun Taniguchi
Technical Team Lead
SURROUNDED BY SUPPORT
Advance your career and empower others
Since joining Vail Systems as an intern, Akun Taniguchi has had many opportunities to showcase his talents and handle complex challenges. With support from his mentor, he was given the opportunity to transition into a full-time software engineering role, which eventually led to his current position as a technical team lead. Now, Taniguchi gets to stretch his leadership skills while working together with his peers on feature designs and more. “Teamwork is essential to achieving our goals and making a real impact, so this element of the culture really resonates with me,” he said.
Since joining Vail Systems as an intern, Akun Taniguchi has had many opportunities to showcase his talents and handle complex challenges. With support from his mentor, he was given the opportunity to transition into a full-time software engineering role, which eventually led to his current position as a technical team lead. Now, Taniguchi gets to stretch his leadership skills while working together with his peers on feature designs and more. “Teamwork is essential to achieving our goals and making a real impact, so this element of the culture really resonates with me,” he said.
It’s really important for me to feel like I’m part of a supportive and collaborative team, and our culture does exactly that.
Portrait of Bijal
Portrait of Bijal
Portrait photo of Will Tagney
Portrait photo of Will Tagney
Portrait of Akun Taniguchi with blue sky and mountains in the background
Portrait of Akun Taniguchi with blue sky and mountains in the background

What are Vail Systems, Inc. Perks + Benefits

Vail Systems, Inc. Benefits Overview

Vail’s core values are integral to every aspect of our company, including how we support each employee’s health and happiness in and out of the workplace. We provide access to top-tier health and wellness benefits, opportunities for continued educational experience, and several other benefits that support a healthy work-life balance.

Culture
Partners with nonprofits
We partner with Seneca Foundation and Chicago Public Schools to educate Black and Latinx recent Chicagoland high school graduates with paid software development training opportunities.
Open door policy
OKR operational model
Pair programming
Open office floor plan
Employee-led culture committees
Hybrid work model
In-person all-hands meetings
Flexible work schedule
Remote work program
Each employee’s balance of remote and on-site work is based on how they work best, and when in-person collaboration is most effective.
Diversity
Documented equal pay policy
Mandated unconscious bias training
We provide training to all employees who participate in our interview process on unconscious biases and interview best practices.
Mean gender pay gap below 10%
Hiring practices that promote diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Covers Health, Limited Purpose, Commuter, and Dependent Care.
Disability insurance
Dental insurance
Three (3) plan options through Cigna, including PPO, Buy-up PPO, and HMO.
Vision insurance
Health insurance
Three (3) plan options through Blue Cross Blue Shield of Illinois, including PPO, High Deductible PPO (HSA), and HMO. All plans ensure prescription coverage.
Life insurance
All employees receive Basic Life coverage, provided by Vail Systems. Additional coverage is also available.
Pet insurance
Wellness programs
Team workouts
Mental health benefits
Access to ComPsych’s Employee Guidance Programs and services.
Financial & Retirement
401(K)
401(K) matching
Performance bonus
Charitable contribution matching
Pay transparency
Child Care & Parental Leave Benefits
Childcare benefits
Generous parental leave
New parents receive twelve (12) weeks paid leave for primary caregivers and two (2) weeks paid leave for secondary caregivers.
Family medical leave
Vacation & Time Off Benefits
Generous PTO
Employees receive fifteen (15) days of PTO and two (2) “float days” per year.
Paid holidays
Paid sick days
Floating holidays
Bereavement leave benefits
Office Perks
Commuter benefits
Pre-tax commuter plans are available to help employees cut back costs on transit (Metra, CTA) and parking.
Company-sponsored outings
Free snacks and drinks
Both our Chicago Loop and Deerfield office kitchens are regularly restocked with free snacks and beverages for our employees.
Some meals provided
Recreational clubs
Vail Systems sponsors a summer softball league and triathlon team.
Relocation assistance
Our relocation assistance plan offers a maximum reimbursement $1000 for relocations over 50 miles from previous home location.
Home-office stipend for remote employees
All full-time employees are eligible for a $100 reimbursement to help get their home office set up. 
Mother's room
Onsite gym
Professional Development Benefits
Job training & conferences
Tuition reimbursement
Lunch and learns
Promote from within
Continuing education stipend
Continuing education available during work hours
Online course subscriptions available
Customized development tracks
Paid industry certifications
Apprenticeship programs

Additional Perks + Benefits

Employee Referral Bonuses. Gym Memberships. Collaborative Work Space. Competitive Pay.

View full list of perks + benefits
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