Product Support Engineer - Information Security - Internal Support - I
Job Description:
Our client, a leading vendor of Information and Network Security software and services, is seeking a Product Support Specialist for their Atlanta, GA area office. This position handles BOTH in-house and on-site product support and implementation, and will require up to 30% national and international travel. If you are unable to satisfy the travel requirements, please apply to another one of our positions. Responsibilities This position will require excellent skills in handling customer relationships and customer support processes, with a commitment to customer satisfaction. The ideal candidate has a proven record of hands-on support, and is familiar with customer support issues related to network security systems. The candidate should possess excellent written and oral communication skills, and should enjoy working in a demanding but rewarding environment. Duties Technical Assistance Center · Handle inbound call receipt and Tiers1/2 product support issues Communicate effectively with customers via phone or email to resolve issues Train users on product features and customization. ·Carefully track details of each customer support issue Work with product R&D, product management and engineering teams to resolve chronic and recurring Tier 3 support issues ·Help establish product and problem knowledge base and improve customer support processes · Providing product installation and consultation services Handle and update trouble ticketing system. On Site product Support Installation, configuration and customization of product suite at client sites. Conduct User and administrator training Provide feedback to internal departments for product improvements and features; training materials and customer satisfaction. Education, Experience and Skills Requirements Associates or Bachelors degree in Computer Science or Information Security, or equivalent work experience Knowledge of networking and network security concepts 2-4+ years in customer technical support roles · Excellent English language skills (both written and spoken) · Excellent knowledge of TCP/IP and LAN technologies · Strong motivation for customer satisfaction · Accountable for metrics: MTTR, Hold time, Customer Satisfaction Required Skills: · Hands-on experience with configuring and troubleshooting dynamic routing network solutions (TCP/IP, RIP,OSPF,BGP,PIM) · Excellent verbal and written communication skills. Cool under pressure. Or just plain cool. Strong hands-on knowledge of network security technologies, (IPSsec, Firewalls, IDS, IPS, VPN, SSL, IPv6) Strong hands-on knowledge of network packet capture tools (TCPDump, Wireshark,. Snort) Will to travel to client sites for implementation and user training (up to 30%) Current US Passport Current Drivers License Email resumes to Stefanb(at)JPatrick(dot)com #Headhunter845df-mn
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City:
Roswell
State:
Georgia
Job Details
Degree Required:
None
Position Type:
Interested in all
Experience Required:
Open/Unknown
Specialty:
Engineer Jobs
Accept Visa Candidates:
No
Additional Information:
Contact Details
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