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Sr. Customer Experience / Technical Support Engineer Core Security Technologies
THIS JOB HAS EXPIRED
The Sr. Customer Experience Engineer will not only provide 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 s/he will provide. The sole purpose of the Sr. 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, their implementation & use within a client environment, and what the common challenges may be
Assist in the customer retention process by proactively contacting customers to ensure their satisfaction and renewal of product and services
Participate in improving the company's support process by creating knowledgebase articles and product solutions
Submit feature requests to product management based on hands-on usage and valid customer requests that reflect growth of the products
Create and own knowledge base articles and the process involved
Fulfill requests from customers for product activation/deactivation and license validation
Perform technical product demonstrations for sales prospects or at trade shows, as back-up to sales engineers
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 as necessary
Requirements:
Qualifications include a technical degree, preferably in Computer Science; 6+ years of experience in technical support or customer facing technical role, enterprise experience a must
Ability to work in a team and also independently -- including the ability to mentor junior engineers
Technical background including: SQL, Networking, Windows and UNIX operating systems
Proven ability to troubleshoot technical issues
Must possess knowledge of networking including: TCP/IP; familiar with protocols: MSRPC, NetBIOS, SMB, HTTP, DNS, FTP, SMTP, etc.
Knowledge of vulnerability scanners and penetration testing a plus
Experience with Java Application Servers, Linux/Unix Operating Systems and Database Technologies
Familiarity/fluency with web services, scripting (Python, Perl), SQL, directory services, protocols and associated enterprise technology frameworks/concepts highly desirable
Must possess excellent organizational, communication, writing and interpersonal skills
Proven time and stress management abilities
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 25%
| Location: | 41 Farnsworth Street Boston, MA 02210 United States |
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THIS JOB HAS EXPIRED
Core Security Technologies
All Jobs: at Core Security Technologies| Web Site: | www.coresecurity.com |
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| Headquarters: | 41 Farnsworth Street Boston, MA 02210 United States |
| Industry: | Software |
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