Technical Support Engineer - NYC
StrongMail Systems, Inc. - Redwood City, CA

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Technical Support Engineer - NYC
NOTE: This position is based out of our NYC office. Candidates must be willing to commute into the office daily.
Resolve incoming customer cases in a timely and effective manner to ensure maximum customer satisfaction and success: 80%
* Provide expert technical and product support to our customers.
* Respond promptly and professionally to customer issues received via telephone, email, web, & internal escalations.
* Participate in StrongMail's community help and support forums.
* Consult with customer to provide best solutions for complex problems or requests.
* Document each customer incident in support tracking system in a clear, concise, and understandable format.
* Create test cases or work with customer to provide exact means to reproduce customer issues.
* Create bug reports and interact with Engineering team on product defects.
* Escalate any unresolved customer issue to appropriate resources and seek timely resolution.
* Provides customers with step-by-step instructions; contributes information to new training development programs.
* Mentor teammates on areas of expertise.
* With other team members, provide phone support coverage from 9 AM to 11 AM Eastern time.

Continually search for ways to improve customer experience with StrongMail: 20%
* Contribute to technical reviews within Engineering.
* Improves documentation and other customer resources by recommending changes in on-line and hard-copy documentation.
* Improves product performance by identifying persistent problems; recommending changes; forwarding information to product development staff.
* Recommends new methods of responding to and resolving customer issues.
* Add to and maintain internal and external knowledgebase.

Required Skills & Experience
* Extreme customer focus
* In-depth knowledge of SMTP protocol and email delivery systems (sendmail, qmail, exchange, etc.).
* Strong knowledge of Linux/Unix OS, preferably RedHat/CentOS.
* Strong knowledge of system administration, including networking.
* Experience with shell scripting, PostgreSQL, and Apache Tomcat.
* Application development experience using Perl, C++, SQL, XML.
* Technical skills in enterprise software troubleshooting.
* Excellent communication, presentation, organization and time-management skills.
* Experience with international character set handling/encoding is a plus.
* Incident or escalation management experience in an enterprise environment is a plus.

Minimum Job Requirements
* Education: Minimum B.S degree in Computer Science or equivalent.
* Experience: Minimum of 3 years experience as a Senior Technical Support Engineer, most of which should have been spent in a customer facing role.

Reporting Relationship
* Support Engineer will report to the Director of Support.

StrongMail Systems is an equal opportunity employer.

About this company
StrongMail Systems, Inc., the innovation leader in digital messaging, is the only company that solves the email challenge at its core,...