Technical Support Engineer
Tripwire - Portland, OR

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Responsibilities:
  • Please note – this is an Intermediate/Advanced Level position
The technical customer support engineer will:
Serve as an initial client contact (phone, email, online request forms) for application problems and education; determine the scope of client/user problems or request (e.g., priority, resource requirements, severity); provide support to diagnose and correct client problems with software.

Develop and maintain technical documents, articles and materials for Tripwire customers, support personnel and field engineers with the goal of improving responsiveness.

Be responsible for ensuring customers are accommodated in a friendly, highly professional manner with specific emphasis on problem solving and customer assistance.

Able to support pre-sales customers and assist in the proof-of-concept engagement alongside system engineers and sales representatives.

May be required to handle 24X7 support and/or the late shift on a rotating basis; perform other duties as assigned.

Experience:
Minimum 3-4 years technical support experience.

Strong customer relationship skills and the ability to work in a team environment.

Experience with Network devices, security policies and terminology.

Minimum 1-2 years experience with Unix/Linux OS (preferred in AIX, Solaris, HPUX, or RHEL/AS).

Windows Server experience, with a solid of understanding of Active Directory and Group Policy management

Experience with Databases, i.e. MySQL, MSSQL, Oracle, SYBASE

Effective and energetic problem-solver with strong technical aptitude with ability to think strategically and creatively.

Must be able to interact with all levels within the organization and possess strong communication skills with the capability to express ideas and concepts in writing and verbally.

Works on complex issues where analysis of situations or data requires an in-depth evaluation of variable factors. Exercises judgment within defined procedures and practices to determine appropriate action

Excellent organizational skills and ability to prioritize. Must be able to multi task and work with limited supervision.

Ability to quickly recognize potential pitfalls and prioritize work load.

Excellent phone skills a must. Intermediate skills in MS Office (Excel, Word, PowerPoint, and Visio), Siebel, or other CRM experience.

Tripwire - 20 months ago - save job - block
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TOP 6 REASONS TO JOIN TRIPWIRE: 1. We have been named one of Oregon’s best places to work… three years running! 2. We are...