Redwood City Categories:
Senior Technical Support Engineer (Swing Shift: 1pm - 10pm PT) StrongMail Systems
THIS JOB HAS EXPIRED
StrongMail Systems is currently looking for highly motivated and passionate people to provide insanely awesomesupport. We are looking for eager folks whom are willing to dedicate themselves to learning the product, and working
with our customers to take full advantage of our technology. If you like working in a high energy and fun environment,
StrongMail?s world?class Support organization is the place for you.
Responsibilities:
Resolve incoming customer cases in a timely and effective manner to ensure maximum customer satisfaction and success: 80%
Provide expert technical and product support to our customers.
Respond promptly and professionally to customer issues received via telephone, email, web, & internal escalations.
Consult with customer to provide best solutions for complex problems or requests.
Document each customer incident in support tracking system in a clear, concise, and understandable format.
Create test cases or work with customer to provide exact means to reproduce customer issues.
Create bug reports and interact with Engineering team on product defects.
Escalate any unresolved customer issue to appropriate resources and seek timely resolution.
Mentor teammates on areas of expertise.
Continually search for ways to improve customer experience with StrongMail: 20%
Contribute to technical reviews within Engineering.
Improve documentation and other customer resources.
Improve product performance by identifying persistent problems; recommending changes and forwarding information to appropriate resources.
Recommend new methods of responding to and resolving customer issues.
Add to and maintain internal and external knowledgebase.
Required Skills & Experience:
Excellent problem solving skills.
Strong knowledge of Linux/Unix OS, preferably RedHat/CentOS.
Strong knowledge of system administration, including networking.
Knowledge of SMTP protocol and email delivery systems (sendmail, qmail, exchange, etc.).
Experience with shell scripting, PostgreSQL, and Apache Tomcat.
Excellent enterprise software troubleshooting.
Excellent communication, presentation, organization and time-management skills.
Experience with international character set handling/encoding is a plus.
Incident or escalation management experience in an enterprise environment is a plus.
Minimum Job Requirements:
Education: Minimum B.S degree in Computer Science or equivalent.
Experience: Minimum of 3 years experience as a Senior Technical Support Engineer, most of which should have been spent in a customer facing role.
Reporting Relationship:
Support Engineer will report to the Director of Support.
| Location: | 1300 Island Drive Suite 200 Redwood City, CA 94065 United States |
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THIS JOB HAS EXPIRED
StrongMail Systems
Investors: Globespan Capital Partners, Sequoia CapitalAll Jobs: at StrongMail Systems
| Web Site: | www.strongmail.com |
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| Headquarters: | 1300 Island Drive Suite 200 Redwood City, CA 94065 United States |
| Industry: | Software |
