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Thanks,
Dean
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Dean Tracy
Office: 925.552.7972
http://DeanTracy.com
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Product Support Engineer
San Mateo, CA
The [Company] Support Engineer is the designated point of contact for customers on the [Company] Product Support team. The [Company] Product Support team provides product knowledge and expertise about [Company]’ Policy Platform and product family, crafts and implements support solutions that solve customer problems, remediate customer issues and build customer goodwill for the long term. In this role, you will work closely with customers and [Company] Engineering, exercising and continuously developing both technical and business skills to understand and create Knowledge Base tech notes on support issues reported by customers and to follow the issues through to resolution. This position provides an opportunity for exceptional professional growth.
Job Responsibilities:
Customer advocate and early adopter of [Company] products
Develop expertise and master all aspects of the product, and contribute to developing best practices by developing policy libraries and policy assistant applications
Become proficient in [Company] products through working with the products in a laboratory setting and interacting with [Company] engineers.
Provide direct product and solution support to [Company] customers on site, via phone, email, and through [Company] online customer support portal.
Track, analyze, reproduce, troubleshoot, escalate, and resolve customer issues in a professional, timely manner;
Train customers in the use, administration, implementation, and customization of [Company] products.
Work closely with Engineering on escalated issues
Manage deployment of [Company] software within the company
Demonstrate knowledge of client’s issues, industry, and business operations
Participate in Beta testing of [Company] products
Position Requirements:
2-3 years of work experience in a customer-facing role delivering security or enterprise software product support, consulting services, systems integration services, or IT support services.
BS in Engineering, Computer Science, or related discipline.
MCSE and/or CISSP would be a plus.
Exposure to Microsoft Windows operating environments.
Demonstrable proficiency in at least one of the following areas: Active Directory, LDAP // Identity Management // SharePoint administration // Digital Rights Management
Demonstrated organizational skills with attention to detail.
Good analytical and troubleshooting skill.
Can-do attitude with a passion for learning new things.
Eagerness to contribute to the success of the Customer Support team.
To Apply
Interested & qualified candidates are encouraged to submit a resume to Careers@DeanTracy.com for immediate consideration.
Thank you!
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