The Customer Support Engineer provides advanced technical support in a professional manner, resolving customer issues and closing customer trouble tickets efficiently. The CSE will support small,medium, large (Fortune 500) and often strategic IronPort customers during both pre-and post-sales periods. The CSE will be responsible for ensuring that the customer relationship is managed through proactive customer communications, by providing rapid response and guaranteeing that estimated response times are communicated up front.
The CSE has broad expertise, unique knowledge and wide-ranging experience and uses professional concepts and company objectives to resolve complex issues in creative and effective ways. These issues often include product defects, DNS issues, network configurations problems, and assistance with complex product configurations, performance tuning and optimization, troubleshooting delivery/connectivity issues and training the customer on unfamiliar features. Unusual failures and new product are escalated to Application Engineering (AE) for technical resolution, with the CSE maintaining control of the account and communicating with the customer throughout the process. Primary Responsibilities:
Provide technical support for IronPort ESA customers, VARs, and Distributors via telephone, email. Normally receives little instruction on day-to-day work, general instructions on new assignments.
Responsibilities include, but not limited to:
Logging and resolving customer calls
Work with customer to understand their concerns
Triage/root-cause the problem
Provide status to the customer and sales team (as necessary)
Submit Bug reports to Engineering
Submit Enhancement requests to Product Management
Track problems until they are resolved to the customer's satisfaction
Attending IronPort product training and other industry courses necessary to provide effective technical support.
Required Experience and Skills:
*Absolute passion for customer satisfaction.
*Previous experience in a Customer Support role.
*Extraordinary troubleshooting skills and diligence.
*Strong English Communication Skill
*Strong networking knowledge and understanding of switches, routers, firewalls and subnetting.
*Good working knowledge of standard protocols such as SMTP, DNS, FTP, SSH, TCP/IP.
*Experience working with Unix/Linux command line.
*Ability to clearly follow processes and procedures.
*Ability to make decisions using critical reasoning.
Desired Skills:
*2 to 3 years IT operational background.
*Technical proficiency with email and the email infrastructure or web security technologies and networking infrastructure.
*Email administration, Anti-Spam and/or Anti-Virus experience desired.
*Experience with LDAP and Windows Active Directory Service a plus.
*Experience deploying and maintaining Microsoft Exchange (2000/2003) a plus.
*Personal Characteristics:
Passion to proactively seek ways to make our customers happy. Entrepreneurship, sense of urgency: The successful candidate posses a high energy level which allows them to react to situations quickly and decisively, possessing self confidence to be assertive when taking a position. Indomitable work ethic: The successful candidate will reject setbacks and will enthusiastically persist until ambitious goals are achieved. He or she will be resourceful and innovative at tackling complex challenges in a timely matter. *Accountability:He or she should be a results oriented team player who leads by example, holds himself accountable for performance,takes absolute ownership, and champions all aspects of customer support.
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