Coinstar Solutions Engineer in Bellevue, Washington

Position Overview

The (Principal/Senior) Solutions Engineer (SE) is responsible for providing technical leadership to the Coinstar Technology Group, including Technical Kiosk Operations (TKO). SE’s work to identify/resolve complex issues with kiosk function and performance, monitor and alert for degrading conditions or failures, validate new HW components and SW releases, provide ad-hoc reporting in regard to issue analysis, build as needed dashboard solutions for kiosk reporting, develop custom tools or applets to improve kiosk health or foster remote changes, and establish SME level knowledge of critical kiosk processes. SE’s are expected to have an in-depth end-to-end understanding of kiosk operations as well as strong familiarity with 3 rd party platforms used to support the kiosk population.

Key Responsibilities:

  • Assist Technical Kiosk Support (TKS) Engineers with triaging and resolving software, hardware, or configuration issues relating to Coinstar kiosks.

  • Drive clear communication and establish collaborative interaction with software/hardware engineering groups, customer support center, as well as the IT, supply chain and manufacturing teams in addressing kiosk issues, product defects, network failures, back end server problems, or future systems requirements.

  • Utilize data analysis techniques, SQL queries and Tableau Dashboards to provide ad-hoc reports, raw datasets, and Excel spreadsheets / pivot tables on an as needed/requested basis.

  • Troubleshoot data issues, validate result sets, recommend and implement process improvements that increase data accuracy and generate actionable outcomes.

  • Collaborate with SW developers, HW Engineers, QA testers, Network/System Administrators and DBA’s to ensure successful implementation of new solutions and/or resolution of technical issues of in-place legacy systems.

  • Manage production PILOTS and BETA’s to verify functional performance of new HW devices or validate stability/functionality of new SW releases or Firmware updates, prior to broader adoption.

  • Provide, as needed and as required, 24x7 support of Field Operations, IT, HW/SW Engineering and Customer Service Center.

  • Assist in the creation of run books or other documentation that helps articulate the desired response or handling of specific production system alerts, errors and failures. Originate and participate in escalations associated with a broader address of said or other issues.

  • Contribute to the creation and validation of technical documentation for use by TKS/TKO and Field Operations. Provide technical leadership, technical/kiosk training and ad-hoc mentoring to other TKS/TKO team members.

  • Author, edit and revise project documentation as needed.

  • Develop and maintain support tools, management dashboards and periodic reports that monitor, analyze and track kiosk performance. Drive higher levels of automation that improves organizational efficiency, increases data accuracy/integrity or enhances proactive responsiveness.

  • Create technical specifications to describe the architecture, design and functionality of software components under development.

  • Help development, maintain and deliver formal technical training to Field Operations, HW/SW Engineering or other Coinstar personnel, agents or vendors as needed or requested.

Language:

  • Primary/Fluent in English (required)

  • Spanish, German or Japanese (optional)

Education & Experience:

  • Associates Degree in a technology related field (or equivalent work experience).

  • Preferred: Bachelor’s degree in Computer Science (CS), Information Technology/Systems (IT/IS/MIS)

  • 5+ years of broad technical experience including (one or more):

  • Demonstrable experience within a technical support organization developing/deploying/ maintaining either internal tools or 3rd party IT Management solutions

  • Proven success in designing, implementing and maintaining software projects, including coding contributions in SQL, VB/C# and/or HTML.

  • Business Intelligence (BI) background including data analysis, query design and report automation, plus hands on experience building dashboards, scorecards and KPI’s.

  • QA testing of either, HW components or SW releases as well as in-depth product defect 2analysis. Familiarity with Sustaining Engineering principles and activities.

  • Meaningful time as a Desktop Support Analyst or Network Operations Center Engineer familiar with call center functions, ticketing and issue escalations.

Knowledge, Skills, Abilities:

  • Excellent communication (written/verbal) skills. Comfortable presenting to small and large groups.

  • Strong interpersonal and collaboration skills, both within team and cross group.

  • Self-directed and results oriented.

  • Functional / Expert knowledge of (three or more):

  • Desktop Operating Systems - Windows 10, Windows 7, Windows Embedded Standard 7 (WES7) and related scripting tools (i.e. DOS Batch, VBScript, PowerShell)

  • Database Servers - MS SQL Server 2008

  • Programming Languages - Microsoft .NET, VB, C# and/or HTML

  • Tableau or other BI platform

  • Microsoft SharePoint or other collaborative/workflow platform

  • Kaseya or other IT Management platform

  • Beyond Trust, Trend Micro or other PCI/Threat Protection platform

  • Microsoft System Center Configuration Manager

  • Microsoft Deployment Toolkit (MDT)

  • Atlassian - JIRA Software and/or Service Desk

Applicable Certifications:

  • Microsoft

  • Microsoft Technology Associate (MTA)

  • Microsoft Certified Solutions Expert (MCSE)

  • Microsoft Certified Solutions Developer (MCSD)

  • Other

  • CompTIA A+ CompTIA Networking+ Cisco Certified Network Associate (CCNA)

  • Cisco Certified Network Professional (CCNP)

  • Kaseya Certified Technician (KCT)

  • Kaseya Certified Administrator (KCA)