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Technical Support Engineer SenSage
THIS JOB HAS EXPIRED
Opportunity Code: 031212TSEAre you a support guru? Do you have a great way of dealing with challenging technology issues? Is customer satisfaction the most important metric to you? If so, Sensage is looking for sharp support engineers who are focused on building and maintaining close working relationships with our customers and partners, providing them with excellent relationships over years. This position is based in Redwood City, CA will report to the Director of Client Support.
Key Objectives
Satisfy our customers with all levels of technical support
Build a deep technical knowledge of the Sensage application
Enhance the Sensage Knowledge Base, training content and documentation with support knowledge
Participate in roadmap discussions, meetings with senior level developers to represent customer issues
Track call volumes, wait times, SLA, etc metrics
Participate in product training and testing
Manage caseload in salesforce.com
Advocate for our customers as part of our Product Lifecycle Management process
Participate in the 24/7/365 on-call rotation
Strengthen our product offering by performing internal testing of the Sensage product
Required Technical Skills
1-3 years technical support experience
Strong background in UNIX/Linux/Solaris, and system administration concepts
Knowledge of current firewalls, network scanners, and intrusion detection systems
Experience with Internet protocols (TCP/IP, HTTP, HTTPS) and programming languages (PERL, Java, C++)
Required Personal Skills
Organized, methodical, and detail oriented
Ability to manage own schedule, prioritize case loads and work independently
Team player who is able to leverage the knowledge of others and provide assistance to others in a cross-functional support role
Ability to multi-task and manage competing priorities
Strong verbal and written English language skills
Phone skills
Customer service oriented with a passion for customer satisfaction
Capable of taking leadership roles within the Support department while continuing to perform as an individual contributor
Pluses
Knowledge of relational databases (Postgres, Oracle, etc.)
Experience with large enterprise software packages (SAP, HP ITSM, etc.)
Previous IT security experience
| Location: | 55 Hawthorne Street Suite 700 San Francisco, CA 94105 United States |
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THIS JOB HAS EXPIRED
SenSage
Investors: Battery Ventures, Canaan Partners, Sierra VenturesAll Jobs: at SenSage
| Web Site: | www.sensage.com |
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| Headquarters: | 55 Hawthorne Street Suite 700 San Francisco, CA 94105 United States |
| Industry: | IT Services |
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