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Customer Support Engineer
IronPort® Systems, Inc. is an independent business unit of Cisco Systems. Operating as a part of Cisco’s Security Technology Group, IronPort is a leading provider of anti-spam, anti-virus and anti-spyware appliances for organizations ranging from small businesses to the Global 2000. IronPort product lines utilize SenderBase®, the world’s largest threat detection database, enabling powerful security measures that are easy to deploy and manage.
Responsibilities:
The Customer Support Engineer (CSE) provides highly technical support to our customers resolving customer issues and closing customer trouble tickets. The CSE's charter is to delight customers. The CSE will support both small and large (Fortune 500) 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, providing rapid response and guaranteeing estimated response times are communicated up front.
The Customer Engineer will routinely handle Tier 1-2 customer issues that arise. These issues often include product bugs, DNS issues, network configuration problems and assistance with complex product configurations, performance tuning and optimization, troubleshooting http scanning issues and training the customer on unfamiliar features. Unusual failures, new product defects and custom function requests are escalated to application engineering for technical resolution, with the Customer Support Engineer maintaining control of the account and communicating with the customer throughout the process.
The Customer Support Engineer will help cover IronPort's 24 X 5 coverage times. The CSE will also provide off-hours coverage for critical customer issues during nights and weekends via PDA and cell phone.
Required Experience and Skills:
•Absolute passion for customer satisfaction
•2+ years in a role with customer support responsibilities
•Extraordinary troubleshooting skills and diligence
•Strong written and verbal communication skills
•Strong networking knowledge. Candidate should have strong TCP/IP networking backgrounds with a strong understanding of switches, routers, firewalls and subnetting.
•Knowledge of protocols: HTTP, DNS, FTP, SSH, TCP/IP. Candidate should be comfortable explaining and using all of these protocols.
•Strong UNIX system administrator skills
•Experience with shell scripting in PERL and other scripting languages and/or experience with FreeBSD is a plus.
•Fanatical attention to detail and follow-up
•Technical proficiency with web/proxy security technologies and networking infrastructure
•Experience deploying physical product or web security appliance a plus
•Experience with multiple web servers, such as Apache
•MySQL (or SQL) knowledge (Windows and Linux)
•Experience in working with Beta products
•Bachelor's degree is required
For immediate consideration, please submit your resume here.
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