Technical Support Engineer Solera Networks
Solera Networks is a fast growing software development company based in South Jordan, UT. We have developed industry-leading Security Intelligence and Analytics Technology that is changing the face of network security, incident response, and network forensics. Solera Networks strives to attract, cultivate and retain exceptional talent. With offices in Utah, Washington DC, California, Japan, India, Australia and the UK, Solera Networks provides a global focus on today's network security challenges. If you are interested in a growth opportunity, we encourage you to apply.
Technical Support Engineer
Reporting to the Technical Customer Support Director, the Technical Support Engineer has a solid understanding of the Solera Networks product family and its underlying technologies. The candidate will have experience in providing customer support over the phone, via e-mail, and in person. This position usually works independently on the cases assigned to them and is comfortable working through challenging support scenarios with customers.
Working with customers resolving their support cases
Proactively communicating status of support tickets both internally and externally
Working with limited to no supervision, a self-starter
Proactively stay up-to-date with all the latest technologies concerning company's products and the underlying technologies and disseminates this knowledge to other engineers
Recognizing and escalating difficult technical / business issues on behalf of customers
Acting as a liaison to Engineering and manage incidents to Engineering
Working cross-functionally with other departments to troubleshoot and resolve customer issues
Creating and posting Knowledge Base Articles / Technical Notes
File enhancement requests and work with product management to understand and document requested product enhancements
Listen, comprehend and communicate technical information to customers
Intermediate experience in administering Linux systems
Knowledge of networking protocols
Ability to troubleshoot server hardware including; RAID configuration, JBOD /SAN storage
Intermediate experience with virtual technologies (VMWare)
Strong problem solving skills
General knowledge of networks security and network forensics
Effective communication skills - written and verbal
B.A. and or a minimum of 3 years experience as a Customer Support Engineer
Must have experience and maturity dealing with enterprise-level customers. Candidate must be detail-oriented and able to provide root cause analysis of issues. Candidates must be professional in all interactions with customers and will be their critical interface for support resolutions. Understanding network security, network forensics, and implementation of Linux-based systems is a must.
||South Jordan, UT |