Field Support Engineer Bit9
THIS JOB HAS EXPIRED Job Summary:
The Field Support Engineer provides the link between the Tech Support and Engineering teams when circumstances dictate an onsite visit to a customer. This role deepens the reach of the Technical Support team and should offload the necessity for Engineering resources to travel to customer locations.
The Field Support Engineer will backup the Technical Support team when a customer situation warrants the necessity to diagnose product function beyond the capabilities of remote Technical Support through onsite debugging and data analysis efforts. The ability to function as an extension of both the Tech Support and Engineering teams is a critical success factor in this role along with excellent analytical, communication and client-interaction skills.
This role will also be the primary contact for "off hour", Level 2-3 escalations including 8pm-8am Monday-Friday and weekend coverage for Premium Support customers. Typical escalations frequency is 2-3 times a month.
This role will need to be filled by a senior-level Technical Support resource comfortable living in both the remote support and onsite Support realms. Field travel across the US, on short notice, will be a measurable part of this role.
Essential duties & responsibilities
Provide timely analysis in support of escalated customer situations where the need for onsite presence has been identified.
Represent customer issue(s) to the Engineering team in the event deeper Engineering participation is required.
Primary off-hours Technical Support escalation point of contact.
Track and manage cases escalated to field involvement.
Identify, develop and document "views" and "filters" in support of customer environments.
Represent critical customer situations into the Engineering team(s).
Communicate issue response solutions to the Service teams as well as to the customer base.
Model Bit9 core values: Accountability, Creativity/Resourcefulness, Energy/Passion, Leadership, Integrity/Honesty, Smart/Critical Thinking, Teaming
Qualifications & requirements
10+ years relevant field experience supporting a distributed software technology in a Windows environment, ideally an agent based product
Experience with Mac and Linux technologies desirable
Experience in the enterprise security space
Experience with enterprise class products utilizing SQL backend
Proficient in Windows desktop and server Operating Systems and supporting technologies/products
Excellent analysis and debugging skills
Ability to function as an individual contributor and/or a member of a team.
50% of travel is required.
||10 Canal Park |
Cambridge, MA 02141
THIS JOB HAS EXPIRED