Senior Support Engineer Quantum Secure
We?re hiring a Senior Support Engineer who will ensure a fantastic customer experience through great communication, technical expertise, and team collaboration. The Customer Care group oversees the post-deployment support of our SAFE Suite of products, engaging with existing customers.
The primary responsibility of this role is to promptly address customer reported problems, analyzing, troubleshooting and providing additional guidance to the customer. You will use your understanding of the product, system and data integration knowledge to identify interim or permanent solutions to address the operational problems. Responsibilities will include identifying problem details and escalating to core development team, when necessary, and tracking the end to end solution delivery from the development team to production and thus ensure full customer satisfaction.
The Senior Support Engineer will also be involved in mentoring and training other support team members. This will mean taking a proactive role in identifying process, tools, product and solution improvements that will improve customer experience, reduce problems and enhance the product.
What We?re Looking For
Significant technical customer support experience with skills in setting up, configuring and monitoring multi-tier enterprise wide web-application deployments.
Demonstrated troubleshooting skills, with an excellent ability to quickly get to the root cause of problems and provide solutions which make customers happy.
Excellent communication skills leveraging Phone/Email/Web conferencing
Strong hands on knowledge of Windows Server technologies, SQL and Oracle database integration environment for Windows .Net applications
Good knowledge of SQL programming and databases
Windows XP, 7 and Web browsers (Chrome, Firefox, Safari, Internet Explorer)
Proven track record in supporting global customers in remote, distributed, enterprise environments.
Problem solver and self-driven individual with positive attitude.
At least 3 years? experience with skills/knowledge noted above
What Would Be Nice
BS in Computer Science, Engineering or related field
Windows .Net application programming experience
Experience with SDLC ? requirements management, writing use cases, story cards, etc.
Deploying hot fixes, publishing release notes and customer bulletins
Configuring and maintaining virtualization environment using vmWare
Configuring and administering Windows Server components ? IIS, Active Directory etc.
||San Jose, CA |