Customer Experience Engineer Core Security Technologies
The Customer Experience Engineer not only provides technical problem-solving and support to Core Security's entire customer base, but will also act as a customer advocate inside of CORE. This position is integral in adding value to our customer relationships via the skill and service they provide. The sole purpose of the Customer Experience Engineer is to improve CORE?s customers? business and experience.
Goals and Responsibilities:
Provide courteous, efficient, and professional technical support and customer service to prospects, customers, and resellers - primarily over phone or email
Develop and maintain a thorough understanding of Core?s software products, its implementation & use within a client environment
Create and own knowledge based articles and the process involved.
Reproduce the issue, analyze log and code in order to troubleshoot, isolate , provide workarounds and resolve product issues.
Understand customer use case, Submit feature requests to product management based on hands-on usage and valid customer requests that reflect growth of the products
Help develop and design training materials for all Core products
Act as a point of escalation for other Technical Support staff, including Level 2/3 knowledge of Core?s product line
Liaise with L3, Development, and Sales as the point of contact for all technical issues
Perform technical Product demonstrations for sales prospects or at trade shows, as back-up to sales engineers
BS or BA with a technical degree, preferably a Computer Science degree
6+ years of experience in technical support or customer facing technical role, enterprise experience a must
Experience in building physical and virtual systems
Experience in log analysis in order to identify root cause of reported issues
Technical background including: SQL, Networking, ablity to analyze TCP packets, Windows and UNIX operating systems
Proven ability to troubleshoot technical issues
Strong software security background preferred? specifically vulnerability management, penetration testing, and/or ethical hacking
Must possess knowledge of networking including: TCP/IP; familiar with protocols: MSRPC, NetBIOS, SMB, HTTP, DNS, FTP, SMTP, etc.
Fluency with scripting (Python, Perl, Bash), XML, network protocols and Familiarity with web services , directory services and associated enterprise technology frameworks/concepts highly desirable
Must possess excellent organizational, communication, writing and interpersonal skills
Possessing MCSE, MCP+I, or CISSP is a plus
Ability to provide support on a rotational basis using cell phone and remote access tools
Travel may occur, but will be less than 15%.
- See more at: http://www.coresecurity.com/content/customer-experience-engineer#sthash.ERZea3Wx.dpuf
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