Senior Technical Support Engineer (N015) Nominum
THIS JOB HAS EXPIRED We?re in the process of expanding as we become a complete Internet experience company, and we?re hiring. We have very ambitious (maybe a little crazy) goals for the next few years, so there will be plenty of opportunities to tackle stimulating technical problems using the most cutting edge technologies available. If you?re interested in big data analytics or complex rules engines, we should talk. But as we grow, we?re being very careful not to lose our culture. If you want to work in a collegial environment where you can be a part of a small, dynamic engineering team and where you can really take ownership of a project, you?ll probably fit in just fine. At Nominum, attitudes are forbidden, and ideas are championed.
We have all the good parts of an established company, without the endless meetings and bureaucratic hoops to jump through just to get simple things done. And all the good parts of a small start-up, except we have better health benefits, more flexible schedules, and a saner work-life balance. At Nominum, things move fast. We have to be agile and responsive without losing sight of the bigger picture. We?ve got a plan to make the Internet more awesome.
Want to be a part of it?
Nominum is seeking a Senior Technical Support Engineer (N015)
Location: United Kingdom
Reporting to the Director of Support, the Senior Technical Support Engineer will be an individual contributor based in the U.K. handling Support cases for Nominum's global clients. Issues can include configuration of Nominum's DNS servers, network addressing troubleshooting or diagnosing interactions between the components of Nominum?s N2 platform, applications and services.
Along with the Director of Support at HQ in Redwood City this individual will work closely with the Solutions Delivery Team, and the Regional Sales Directors and Sales Engineers in the UK and EU.
Provide tech support of all Nominum products, both pre- and post-sales.
Primary focus will be to support DNS services, and DNS in the context of Nominum's N2 platform and the customer experience and security solutions the platform delivers
Respond to and resolve technical inquiries via e-mail and phone in a timely and efficient manner in accordance with Nominum?s customer Service Level Agreements.
Set up simulation environments in effort to reproduce customer reported bugs and configuration issues.
Liaise with and escalate to Engineering, Product Management, and QA as appropriate to drive resolution to customer reported problems and commitments.
Advocate for customers and field support to highlight product enhancements, new features, or process improvements
Generate periodic reports with client Support ticket statistics for distribution within Nominum and to clients
Stay abreast of evolving technologies relevant to Nominum and maintain currency with Nominum products in-depth.
Customer-centric attitude ? understands customer advocacy characteristics of a Support role and is enthusiastic about building client relationships and providing a highly positive experience while resolving client issues.
Strong troubleshooting skills
Perform analysis and support of complex applications independently
Excellent communication and collaboration skills with customers, team members, and others.
Ability to explain complex concepts clearly, either in person or via email or phone, to customers who may have less technical expertise
Ability to organize time and manage diverse activities while meeting deadlines.
Hands on experience with UNIX
Operational experience with TCP/IP, DNS, DHCP
Familiarity with a variety of OSs; (experience with RHEL/CentOS and Solaris highly desired)
Experience with Postgres, or other relational database, a plus
Some network security experience is desirable
Experience with JAVA, Python or shell scripting is a plus
Knowledge of authentication protocols such as AD, RADIUS and LDAP is a plus.
EDUCATION AND/OR EXPERIENCE:
Bachelors Degree, Technical discipline
5-7 years experience in a technical support role (Internet Service Provider or Telco preferred)
Supervisor Responsibilities (WHEN APPLICABLE)
||2385 Bay Road |
Redwood City, CA 94063
THIS JOB HAS EXPIRED