Cleveland , OH , United States
Communicate technical issues and solutions to the engineering SQA sales and support teams as well as to the customer base under the direction of the senior customer support engineers. Provide product and security solutions to support the customer base. Provide direct support for operational networks and security applications as well as aid in the deployment of products in the field, helping customers and other members of the support staff troubleshoot.
• Represent the customer and the sales organization to ensure that serviceability and product quality issues are being tracked prioritized resolved and incorporated into the product release cycle. • Assist customers in the installation and deployment of the product in operational networks. • Identify document and find solutions for customer issues and product problems. • Escalate critical customer situations to Senior and Escalation Engineers within the Customer Service organization and follow through in order to aid in the learning process. • Analyze problems to ensure customer success. Set high standards for service quality customer advocacy and technical excellence. Provide on-call coverage during non-business hours and weekends on a rotating schedule (every two months).
Requirements: • Working knowledge of TCPIP Protocol, Linux with the ability to configure build and maintain applications servers Ability to debug and reproduce software and hardware problems. • Strong interpersonal communications skills. • Ability to quickly learn and incorporate new information and skills in a fast paced environment. • Hands-on LAN troubleshooting experience using network protocol analyzers and traffic generators such as the sniffer or similar product. • Experience using a CLI for device configurations as well as SNMP based network management system. • Experience with firewall applications VPNs and other security solutions a plus.
• EDUCATION: BSCS
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