Redwood City Categories:
Technical Support Engineer, Senior Seven Networks
THIS JOB HAS EXPIRED
Requisition Code:RWC-1BH05112012# of Openings:1
The Senior Technical Support Engineer is a customer-focused individual responsible for handling day-to-day customer support activity. Your responsibilities include developing and maintaining workflow, communication and customer interface processes and procedures to create a world-class support organization. This position is also responsible for ensuring that departmental goals and objectives are achieved, and works with peers within the organization to resolve issues and continuously improve organizational effectiveness.
Major Duties & Responsibilities:
Ensure that customer satisfaction is achieved and maintained; provide expert and creative solutions to complex user issues
Identify customer satisfaction issues related to support on a timely basis and assist in developing plans to resolve the issues
Resolve user and support issues to ensure timely distribution of knowledge and positive impact on customer satisfaction and productivity
Act as product liaison for major products, including working with other departments or vendors to solve technical issues as needed
Acquire and maintain expert knowledge of SEVEN's services, wireless and enterprise-level networking technology, current support policies, and methods of support delivery, in order to provide technically accurate solutions to users
Monitor support response time on a daily basis, taking action as needed to ensure timely response of all support cases
Act as consultant and resource to Support Manager as needed
Develop and provide expert technical training and technical coaching
Attend training sessions offered within the group and assist in training new personnel who join the department
Participate in team projects that enhance the quality or efficiency of support
24x7 support on-call rotation for after-hours calls for urgent customer issues
Some travel may be required
Skills & Experience Required:
Four-year technical degree or the equivalent in work experience, and at least 5 years of successful experience in an enterprise-level support environment
Extensive Linux knowledge
Scripting knowledge and experience such as Python, Perl and shell scripting
Good skills in corporate network technologies (firewalls, gateways, VPN, proxies, TCP/IP),
Experience and knowledge of networking on wireless network technologies with ability to analyze radio traffic and radio states
Experience analyzing TCP network dumps
Android OS troubleshooting background through the Android SDK
Excellent communication skills; aptitude to understand and resolve complex and technical issues, and excellent customer-service skills
Desired Qualifications:
Experience in data analysis and troubleshooting in large distributed environments (client/server architectures)
Understanding and experience in debugging on JAVA and Web applications
Familiarity with database technology and concepts (Cassandra, Oracle and MySQL)
Familiarity with relevant mail protocols (IMAP, POP, SMTP)
| Location: | 901 Marshall Street Redwood City, CA 94063 United States |
|---|
THIS JOB HAS EXPIRED
Seven Networks
Investors: Greylock PartnersAll Jobs: at Seven Networks
| Web Site: | www.seven.com |
|---|---|
| Headquarters: | 901 Marshall Street Redwood City, CA 94063 United States |
| Industry: | Software |
Support Seven Networks with Social Media services
Find more Technical Support Engineer, Senior jobs
