Client Services Engineer (Req #400004)
Actiance - Atlanta, GA

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The successful candidate is proficient in supporting complex applications that sit at the gateway (AKA "man in the middle") between end users inside the corporate network, and resources in the Internet, and which capture end user data, enforce policy on it, deliver it to Internet resources, and process the data as it returns to the end users' desktop. This is not "desktop support"; it is support of the gateway application that processes end users' data. The successful candidate will provide 2nd and 3rd level post sales technical support to Actiance Customers via phone, e-mail and web. Strong fault isolation and root cause analysis skills are required to diagnose and solve complex technical issues and provide timely solutions to customers in a professional manner. He/she should have the ability to manage multiple priorities in a fast paced environment, using proper discretion in evaluating/escalating customer issues and diffusing difficult situations. Regularly updating support cases and documenting technical solutions and product information in the knowledge base is required. Work to reproduce customer issues and test potential fixes. Interface with Development, Sales, QA, Marketing teams and Partners to build a positive customer experience. Traveling may be required to customer sites to assist in fault isolation and root cause analysis.

Responsibilities
  • Troubleshooting Actiance product issues reported by customers; assisting customers in configuring Actiance products within their networks.
  • Managing support cases to ensure issues are recorded, tracked, resolved, and follow ups are done in a timely manner.
  • Consistent fault isolation and root cause analysis.
  • Publish Technical Support Bulletins and other technical documentation in the Knowledge Base.
  • Review of technical documentation for training materials, technical marketing collateral, manuals, troubleshooting guides, etc.
  • Manage weekly customer conference calls.
  • Provide on-call support 24x7 on a rotational basis.
  • Perform other activities and duties as requested.
Required Qualifications
  • Superior analytical and diagnostic skills.
  • Excellent written and verbal communication skills.
  • Outstanding customer service skills.
  • Strong ability to independently debug broad, complex, and unique enterprise applications that interface with internal enterprise applications and resources on the Internet.
  • Ability to effectively manage many different tasks simultaneously.
  • Energetic/enthusiastic demeanor.
  • Ability to work in a team environment.
Minimum 3 years experience as a Technical Support Engineer having:
  • Advanced experience troubleshooting enterprise applications that sit "man in the middle" between internal applications and external web resources.
  • Advanced knowledge of Windows operating systems.
  • Advanced knowledge of Windows network environment (domain structures).
  • Knowledge of LDAP and directory services (Active Directory, Sun One, Domino).
  • Troubleshooting expertise with Windows/Linux operating systems.
  • IP networking knowledge, including the use of network sniffer to analyze network traffic.
  • Ability to read tcpdumps or Wireshark packet captures.
Minimum 2 years experience as a Technical Support Engineer having:
  • Knowledge of interconnected systems, DNS, DHCP, TCP/IP, LAN/WAN.
  • Knowledge of load-balancing.
  • Knowledge of proxy servers.
  • Knowledge of networking protocols and distributed computing environment concepts.
  • Knowledge of SQL and Microsoft SQL Server.

    Desired Qualifications (a plus)
  • Instant Messaging (Public and Enterprise) knowledge and troubleshooting experience.
  • Microsoft Certified Systems Engineer (MCSE).
Education: BS degree (preferably in CS, CE, CIS, EE) or equivalent experience is required.

Actiance - 2 years ago - save job
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