Based on your experience, our team at Silver Tail Systems, based in Silicon Valley, may want to talk with you about a compelling role as our North East Support Engineer.This is a remote position based in the New York, New Jersey or New England region.
Please review the job description below and reply with the updates version of your resume, attached as a word document. I'm looking forward to your response and to talking with you further. You can also call me at any time.
Thanks,
Ken Brandt
408-590-1384 CELL
Consider this-
We are leading the way in the rapidly expanding market of Internet Security and behavior based fraud detection and prevention in enterprise networks and websites.Our proprietary, cutting-edge, behavioral analysis algorithms minimizes false positive rates. It's extremely scalable, flexible and adapts to changing fraud attack vectors. Our forensics and mitigation products helps to divert and block bad behavior in real-time, without website application changes! We get a thrill out of catching criminals and bad guys in their tracks and protecting innocent users. :o)
Here's a few facts about us we expect might impress you.
· We're ramping up for significant growth in the security space. We've grown from 25 to just 65 people strong since last year.
· We have many revenue-generating customers including PayPal, Sears, Etrade, several financial institutions, and significant series B funding a top tier VC firm
· We're founded by the fraud prevention experts who built anti-fraud/anti-phishing tools at eBay and PayPal. Leaders in the anti-fraud community work here
· Family-friendly work policies and benefits, a progressive and competitive package including 401K, medical, vision, dental and FSA--and our stock is not watered down!
· Innovative technology is catching criminals and protecting innocent users.
· Our website includes some very interesting information within the "news" links at www.silvertailsystems.com
Job Description:
As a support engineer at Silver Tail, your primary responsibility will be as the face of the Silver Tail product when customers have issues or concerns. Every interaction that you have with the customer will be defined as friendly, intelligent, and responsive. You will work with the customer to diagnose issues, provide customer education, reproduce and escalate issues seen in the field, and contribute in other ways to make Silver Tail support world class for the top companies of the world. You will embrace company values regarding customer priority and integrity in all of your focus areas.
Responsibilities:
· Respond to customer issues in a timely manner via phone or ticketing systemI
· Ensure that every customer touch point is a positive one
· Reproduce issues independently for escalation to engineering
· Diagnose issues onsite, and provide workarounds whenever possible
· Advocate for the customer in bug review meetings
· Track ticket volumes, issue types, suggest changes to reduce repetitive issues
Required Skillset/Experience: Qualified candidate will have many or all of the following:
· Experience building a support team (in both process and technology)
· Experience in supporting Fortune 500 companies. Experience in the security space a plus
· 5+ years in a customer support role, 8+ years in the high tech industry
· Solid Linux user/admin capabilities
· Basic scripting skills and networking or sysadmin tools experience to reduce diagnostic time and effort
· Familiar with network diagnostics and configuration
· Experience in a small company environment; with a small team
Attributes
· Friendly, yet straight forward, as well as diplomatic and able to defuse sticky situations
· Passionate about customer opinion as well as intelligent and creative in solving customer issues
· Strong written/verbal communication skills with a positive personality. Articulate; able to easily explain to customer
· Excellent time-management, multitasking skills
Silver Tail Systems is a leader in the anti fraud, analytics area in the rapidly expanding market of the WWW and Internet. We offer an outstanding compensation package as well as lucrative equity in our firm. Please send your information to alohaKenny@sbcglobal.net
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