Sr. Technical Support Engineer SafeNet Inc.
THIS JOB HAS EXPIRED Organization NameTech Support
At SafeNet, we employ the brightest and smartest people in the world. With more than 50 offices worldwide and 1,600 employees, we know the importance of acquiring the very best talent to make our company succeed. No matter what the job is ? technical writer, software engineer or a customer service representative ? we're always looking for our future leaders. Our number one goal is to staff our company with highly motivated employees that are eager to put their fingerprints throughout SafeNet and help drive us to continued successes. So if you're ready to be part of something special, we're ready and waiting. SafeNet, get inside.
Under general direction provides technical support to customers, answering more complex questions on function and usage of product via the telephone and/or Internet. Serves as primary support liaison between company and customer. Conveys customer feedback to product development staff. Possesses thorough knowledge of company?s products used by customers. Responsible for resource planning and allocation, managing customer expectations and project deliverables, and providing cross-functional escalation and communication.
Bachelors Degree or equivalent education and experience.
BSEE or BSCS, MCSE, or equivalent preferred.
4 years industry experience working in a customer support role, providing technical application support, in-depth trouble-shooting and diagnosis, and development with database/storage security applications or similar area.
Strong working knowledge of RDMS systems including Oracle, SQL server, mySQL
Strong php, SQL programming skills
Experience with other programming languages: java, C, C++
Strong working knowledge in both Unix/Linux and Windows
Familiarity with virtual environments (VMWare or equivalent)
Computer networking knowledge
Excellent communication skills; both written and verbal
Excellent troubleshooting skills for complex enterprise security products
Ability to learn and integrate new technologies in a fast-paced environment
Working knowledge of Oracle TDE
Working knowledge of MS SQL EKM
Linux and/or Windows Kernel experience
Experience working with Windows and/or Linux dump files
Knowledge of Java or .NET development and troubleshooting
Essential Duties and Responsibilities: include, but are not limited, to, the following:
Resolves clients' questions or problems with highly complex technical products over the telephone or Internet in the areas of system configurations/setup, product functionality and bugs/enhancements
? Diagnoses customer issues using knowledge of SafeNet products, and interpreting logs and error messages as well as interrogation of customer environment (i.e. isolating failures to be inside our outside of the SafeNet product). These products are highly complex and require commensurate technical expertise on the part of the engineer.
? On-site problem diagnosis and troubleshooting at customer premises for critical and/or complex issues as required.
? Recommends solutions and workarounds to known problems and advises the customer on how to apply the solution or workaround.
? Reproduces previously unknown issues and interfaces with R&D, providing exact steps to reproduce problems.
? Identify and document issues consistently and clearly using group tools (Onyx or Siebel)
? Perform sanity tests of hotfixes and patches to minimize risk of unexpected issues and insure that the fix resolves the customer problem.
? Acts as an incident program manager for issues that require help from other SafeNet groups such as R&D, Product Management, Order Fulfillment, etc. This includes communicating with the customer according to documented communication periodicity SLAs.
? Remains abreast of new product releases including new features and how to troubleshoot problems with those features.
? Provides work assistance to lower level support engineers or engineers less skilled in a particular product
? Creation of knowledge base articles detailing new problem resolution in real-time (i.e. immediately after product resolution) so that future incidents of the problem can be solved much more quickly.
? Updating existing knowledge based on newly learned information (additional problem symptoms, newly discovered workarounds, etc).
? Creation of articles, videos, etc., that walk customers through commonly used/needed steps, procedures or diagnostic approaches.
? Creation of application notes and integration guides as required.
? Periodic 24x7 support duties
? Independently manage time and prioritize tasks to achieve results within cost and schedule constraints.
SafeNet continually strives to offer employees a strong benefit package with access to some of the best plan options available. As a result, our benefit package covers a broad spectrum of options for our employees. In addition, we also offer competitive salaries and telecommuting opportunities for some positions.
SafeNet is an Equal Opportunity Employer committed to hiring and retaining a diverse workforce while maintaining an alcohol and drug-free workplace. U.S. Citizenship is required for most positions.
||Redwood City, CA |
THIS JOB HAS EXPIRED