Support Engineer (redwood city)
Written on 9:37 AM by Angela Livingston
StrongMail Systems is looking to fill a Support Engineer position.
Responsibilities:
Resolve incoming customer case in a timely and effective way to ensure maximum customer satisfaction and success: 70%
• Provide expert technical and product support to our customers.
• Respond promptly and professionally to customer issues received via telephone, email, web, & internal escalations.
• Consult with customer to provide best solutions for complex problems or requests.
• Document each customer incident in support tracking system in a clear, concise, and understandable format.
• Create bug reports and interact with Engineering team on product defects.
• Create test cases or work with customer to provide exact means to reproduce customer issues.
• Provides customers with step-by-step instructions; contributes information to new training development programs.
• Mentor teammates on areas of expertise.
Advocate on behalf of customers to Sales, Marketing and Engineering teams to produce the best possible product: 15%
• Escalate any unresolved customer issue to appropriate resources and seek timely resolution.
• Contribute to technical reviews within Engineering.
Continually search for ways to improve customer experience with StrongMail: 15%
• Improves documentation and other customer resources by recommending changes in on-line and hard-copy documentation.
• Improves product performance by identifying persistent problems; recommending changes; forwarding information to product development staff.
• Recommends new methods of responding to and resolving customer issues.
• Add to and maintain internal and external knowledgebase.
Required Skills & Experience
• Extreme customer focus
• Strong knowledge of Linux/Unix OS, preferably RedHat.
• In-depth knowledge of SMTP protocol and email delivery systems (sendmail, qmail, exchange, etc.).
• Strong knowledge of system administration and including networking.
• Experience with LINUX shell scripting, PERL, MySQL, APACHE, LINUX and Windows.
• Application development experience using Perl, C++, SQL, XML is a plus.
• Technical skills in enterprise software troubleshooting.
• Excellent communication, presentation, organization and time-management skills.
Minimum Job Requirements
• Education: Minimum B.S degree in Computer Science or equivalent.
• Experience: Minimum of 3 years work experience in IT industry in a technical discipline most of which should have been spent in a customer service or customer facing role.
Reporting Relationship
• Support Engineers will report to the Manager of Customer Support.
http://sfbay.craigslist.org/pen/tch/1281964783.html
Posts
