Become a part of a company that develops and markets the latest in email and messaging security appliances. Thirty percent of all Fortune 500 companies use their products. Their environment is very technical and conducive to learning, yet laid back. This is a great opportunity for someone to get some very intensive experience with UNIX, mail administration, networking, and security. This person would need to enjoy working with customers and have a positive spirit.
The UNIX Customer Support Engineer (CSE) will provide all levels of support for the company s products. As more products are deployed and product offerings expand, qualified CSE s will have the opportunity to grow with the company and assume roles of increasing responsibility.
The Customer Support Engineer will acquire and maintain a thorough knowledge of company s products and their application.
Keep reliable records by customer of all calls, problems and resolutions.
Monitor deployed systems and collect performance data.
Assist customers with issue definition and resolution with company products deployed in customer environments. These issues may be related to the appliance itself or the environment where the appliance resides.
Reviews, analyzes and evaluates information gathered in phone conversations with customers and through access to the appliance or logs from the appliance, TCP dumps, or logs from other devices to resolve issues relating to the email appliance.
This may include troubleshooting or assisting customers with troubleshooting of networking, firewall, and mail server issues surrounding the email appliance.
Relies on experience and judgment to determine root cause and provide step-wise solutions and/or work arounds for customers.
Escalate issues found with the company products to Development for further review.
Must be able to work any schedule to fill the requirement for 24-hour support.
Experience with a UNIX-variant operating system is required (FreeBSD preferred)
Demonstrated strong interpersonal skills to effectively provide customer service
Ability to effectively explain complicated technical information to people with less technical knowledge
Ability to troubleshoot and solve problems independently, effectively leveraging provided tools
Also, must be able to work from home when on call to cover 24-hour support contracts.
Ability to effectively document issues and resolutions
In-depth knowledge of networking topology, TCP/IP protocol, etc. required
2+ years experience in a customer or technical support position required
Knowledge of network configuration and components (firewalls, routers, etc.) required
Knowledge of how standards-based e-mail systems and protocols work a plus
Professional, organized, driven, goal-oriented
About Catapult Services LLC:
Founded in 1999, Catapult Services LLC is an Atlanta-based professional services firm that specializes in locating top-tier candidates to fill contract, permanent, and contract-to-perm positions for small-to-large companies with dynamic environments. Our customers range from start-up, fast growing companies to well-established Fortune 500 companies.
Health Insurance, Life Insurance, Dental Insurance, Disability Insurance, Paid Vacation, Paid Sick Leave, 401(k), Paid Training, Flex Time, Casual Dress, Flexible Spending Account
Pay Rate: $35,000.00 - $58,000.00 .
Start Date: ASAP .
Emp. Type: Full Time .
Travel: No Travel .
# of Openings: 4 .
Location: Alpharetta, GA - South side of Alpharetta .
Overtime Pay: None .
Job Number: CT171 .
Date Posted: 11/30/2006 .
Catapult Services LLC
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1401 Peachtree Street
Atlanta, GA 30309 .
Call: (404) 870-3535 .
Fax: (404) 506-9071 .
Email: Send an email to firstname.lastname@example.org .