This position reports to the Product Support group and works directly with Blue Coat customers and partners to provide world class support for Blue Coat products. This position also provides an interface to the Development, QA and Release teams.
The Product Support Specialist (PSS) provides support services and incident management reporting via email, web and telephone to Blue Coat’s customers. Responsibilities include setting outstanding customer service expectations, timely communication, root-cause analysis, performance and process improvement, troubleshooting and resolving complex service support cases working directly with customers, partners and the Customer Service team. The PSS represents the technical interface to the customer and is responsible for diagnosis, problem replication and data collection required to resolving product defects and deployment problems. In addition this position will also provide feedback to the engineering teams to identify and improve service capabilities and will occasionally assist with QA & beta testing of new releases and service functions.
Provide direct support problems to internal and external customers.
Take complete ownership of reported problems and own/manage them through to their completion.
Develop an in-depth knowledge of the product, its functions and diagnostic capabilities.
Work in a fast paced start-up environment and be able to act as the primary point of contact 24x7 when necessary.
Use network and product diagnostic tools to analyze, document and resolve customer issues.
Work complex proxy and networking equipment issues through to completion.
Use knowledge based tools to research and document problems and their resolutions.
Use case management tools to document problems; provide updates (internally and to customers) and to record resolutions.
Work as a team member with other Product Specialists and support personnel both in and outside the Support Group.
Attend training and self study to acquire, maintain and improve job skills.
Develop and provide New Product Training to Partners, Support and product specialists group.
Work in a fast paced support environment and provide an escalation point of contact for the Support groups.
Provide feedback to engineering on product performance, stability, quality and supportability.
Perform QA on new product features and functions prior to their release.
EXPERIENCE AND EDUCATION REQUIREMENTS:
Expert knowledge of TCP/IP and HTTP at the packet/protocol level
Strong knowledge of protocols including but not limited to: SSL, FTP, DNS, SMTP, ICAP, CIFS, MAPI, authentication protocols (LDAP, RADIUS, NTLM)
Knowledge of streaming protocols, instant messaging, SOCKs, PKI is a plus
Expert in analyzing packet traces of the above protocols
Proficiency in understanding and troubleshooting networking issues
Strong analytical, troubleshooting and Customer Service skills
Solid authoring skills to document behavior, resolution and workarounds
An understanding of general operating system structure and function
Excellent verbal and written communication skills
Ability to self direct work and work simultaneously on multiple issues
Experience with enterprise systems/network monitoring systems
Strong understanding of multiple routing and switching protocols
5+ years Senior Level Technical Support experience in networking/security/proxy products problem resolution at the packet and protocol level Ability to use network analysis tools such as Wireshark, TCPdump, and Sniffers Excellent working knowledge of protocols and general networking principles Experience in both embedded operating systems and Windows a plus.
Sunnyvale, CA, US.
US Dollar (USD)
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