Software Support Engineer - Oracle netForensics

Job Description and Responsibilities

This position will play a key role in the growth of our company. The work you do every day will make a difference in our ability to grow and retain market share. Additionally you will ensure our customers benefit fully from our products and continue to have a positive experience. The right candidate will be passionate about providing world class customer service, confident about troubleshooting complex problems and experienced in defining solutions.


Essential Job Functions:

Provide phone, email and live chat support to customer inquiries on technical support problems.
Day shift (8AM-5PM).
Troubleshoot problems and provide solutions using specific product knowledge.
Contribute to the creation or adoption of new technologies.
Prepare and maintain proactive self-help portal for netForensics products.
Maintain a customer support lab environment and simulate customer issues.
Provide assistance and expertise to other groups and internal/external customers
Perform any other task that has been assigned.



Job Requirements

Excellent written and verbal communication skills are a must.
Demonstrated outstanding troubleshooting and problem solving skills are required.
Exceptional telephone manner; customer-service oriented.
Previous experience as an Oracle DBA with 3+ years professional experience in PLSQL, ORACLE utilities, RAC, performance tuning, Oracle partitioning, SQL, Oracle installation, patching and upgrades.
Expert level knowledge of Windows, Linux, Solaris operation systems.
Knowledge of any of the following is a plus: Java, J2EE, networking, web services, xml, regular expressions and html development or product support in Windows and Linux environments.
Knowledge of commercial Firewalls, IDS/IPS and antivirus products is a plus.
Prior product technical support experience for product companies is a plus.



Education

A.S., B.S., M.S. in Computer Science, and/or Computer Engineering.
Information security certifications like GIAC, CISSP or CISA is preferred.



Status

US Citizen or Permanent Resident



Hiring Manager:
Richard Davidsson
Director, Technical Support and Device Integration


Estimated Compensation:
Industry standard, DOE
Excellent benefits package
Office adjacent to Edison train station


Estimated Start Date:
ASAP

Location:	200 Metroplex Drive Edison, NJ 08817 United States