Technical Services Engineer 2
The Technical Services Engineer II is responsible for providing technical support and deployment services for products deployed as a physical or virtual appliance on-premise or off-premise in a public cloud. The role supports a very wide range of customers in a highly technical environment and assisting with new customer deployments.
Investigate and resolve incoming questions (phone and email) and issues in a timely and effective manner.
Work with new and upgrading customers on deployment of new solutions, alongside Customer Success Managers.
Document all customer contact and activity, including troubleshooting steps and problem resolution and deployment progress, in the CRM system
Create knowledgebase articles and internal documentation.
Participate in out-of-hours on-call rotation.
2-3 years of hands-on experience supporting global enterprise software companies.
Specific intermediate level of knowledge in resolving complex product issues, security software products preferred.
System Administration in LAMP environment (Linux, Apache, MySQL, Perl/Python/PHP).
Familiarity with enterprise environments: Directories (LDAP, Active Directory), single sign-on, Windows SharePoint.
Networking, firewalls, routing issues, WAN, VPN, proxy, and DNS.
Understanding of protocols DNS, SMTP, SFTP, HTTPS, SNMP, SSL, SSH etc.
Technical proficiency in Windows desktop and server environments, networking, security, virtual platforms, mobile devices and web applications.
Bachelor’s degree in Computer Science, Computer Engineering or a related field preferred.
Education: Bachelors Degree