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Technical Support Engineer (Tier 1) ClearPoint Metrics
THIS JOB HAS EXPIRED
Network security is one of the most exciting sectors of the information technology industry. We have an opportunity for you to lend your expertise to help enterprise customers use nCircle IP360 as well as our CCM (Configuration and Compliance Manager) product line effectively across their global infrastructures.If you have a desire to work in a fast moving environment, to be a part of team of technical analysts working closely with other departments and to provide world class support to our customers, this is the place for you.
General Overview
The Technical Support Engineer is responsible for providing technical expertise to resolve customer issues with minimal outside involvement. The successful candidate must be able to manage multiple customer issues simultaneously and provide resolution using company information resources, laboratory simulations, and engineering problem solving techniques. This person should also have excellent verbal and written communications skills and a strong analytical mind.
Specific Responsibilities
Provide in-depth troubleshooting and support to an exclusive customer base of Fortune 500 companies and government agencies worldwide via phone/e-mail
Work with internal Engineering and Security Research teams to resolve technical customer issues
Must be available after-hours for issue resolution and follow-up.
Provide remote informal training to customers and internal employees.
Develop and review end-user technical documentation
Detail and maintain case status in ticketing systems and internal documents
Provide high-level customer service with professionalism in the Network Security and Compliance Industry.
Required Technical Qualifications and/or Experience
Bachelor's degree, or demonstration of equivalent knowledge, skills and abilities
At least one year of experience in a Technical Support role providing direct assistance to customers.
Working knowledge with an RDBMS (MSSQL; Oracle; Postgres) and fundamental knowledge of SQL commands.
Solid understanding of fundamental IT concepts.
OSI Model; TCP states; SNMP; Proxy; SSH
Unix administration (BSD based systems desirable); and/or
Network device administration, security and configuration (working knowledge of TCP/IP, router and switch operations, and understanding of essential network protocols required); and/or
Windows server administration
Ability to troubleshoot hardware issues including:
Raid Arrays
Disk errors
NIC configuration
Other Desirable Skills
Must be able to assess, triage and troubleshoot customer issues quickly and efficiently.
Must have superior oral and written communication skills to facilitate customer contact.
Ability to interact and communicate effectively within various levels of technical and management staff internally and with end-users/customers.
Ability to work flexible shifts as required
Must be a results-oriented team player
Ability to adapt to changing goals based on customer demands and market conditions
Ability to learn new technologies very quickly with excellent troubleshooting and problem solving skills
Detail-oriented; Ability to work independently and as part of a team
Ability to build positive working relationships with internal and external users and customers.
nCircle offers a dynamic yet casual and fun work environment in various locations throughout North America, including Boston, Atlanta, San Francisco and Toronto. We recognize that our employees are the key to our future as evidenced by our selection as one of the Greater Bay Area?s ?Best Places to Work? by the San Francisco Business Times. We offer a unique environment where your ideas are always appreciated and your contributions make an important difference. Because of this philosophy, we offer competitive compensation packages, top-notch benefits as well as stock options to every employee. All of our employees enjoy the ability to make an immediate impact, learn new technologies, and partake in a high-energy, vibrant working environment with extremely accomplished people.
| Location: | San Francisco, CA United States |
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THIS JOB HAS EXPIRED
ClearPoint Metrics
Investors: Bessemer Venture PartnersAll Jobs: at ClearPoint Metrics
| Web Site: | www.clearpointmetrics.com |
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| Headquarters: | 201 Riverneck Road Chelmsford, MA 01824 United States |
| Industry: | Software |
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