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Customer Support Engineer
- Work at Home Jobs, Work from Home Jobs
Applicant Category: Professional
Requisition Code: Work at Home
Two Initials of Recruiter: WH
System Date: 10/30/2006
System Time: 09:24:49
Document Name(40): Customer Support Engineer
Source: Dice Tech Jobs - USA
SearchTerms: "work at home" "work from home"
URL(80): http://seeker.dice.com/jobsearch/servlet/JobSearch?op=101&dockey=xml/5/c/5cd33be
Title: Customer Support Engineer .
Skills: Customer Support Engineer .
Date: 10-26-2006 .
Location: Alpharetta, GA .
Area code: 404 .
Tax term: FULLTIME .
Pay rate: Market .
Length: Perm .
Position ID: 312746 .
Dice ID: 10116550 .
Job description: .
Customer Support Engineer
Department: Engineering &Support
Location: Alpharetta, GA
Responsibilities
CipherTrust is seeking a Customer Support Engineer who will be a key member of a growing company that creates email security appliances.
The Customer Support Engineer (CSE) will provide all levels of support for CipherTrust?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 in the Customer Support Center.
The Customer Support Engineer will acquire and maintain a thorough knowledge of CipherTrust?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 CipherTrust 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 IronMail appliance.
? This may include troubleshooting or assisting customers with troubleshooting of networking, firewall, and mail server issues surrounding the IronMail 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 CipherTrust products to Development for further review.
? Must be able to work any schedule to fill the requirement for 24-hour support.
Requirements
? Experience with a UNIX-variant operating system is required
? 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
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