Senior Support Engineer-Job ID#2Q06-180-002

Job Description

Provides technical support to customers, field engineers, technicians, and product support personnel who are diagnosing, troubleshooting, repairing and debugging complex, computer systems, complex software, or networked systems. Responds to situations where first and second-line product support has failed to isolate or fix problems in malfunctioning equipment or software. Reports design, reliability and maintenance problems or bugs to design engineering/software engineering. Provides support to customer/users where the product is highly technical or sophisticated in nature. Provides a high level of customer/account management and interacts with both technical people and high level management both on the customer?s side and internally. Essential responsibilities include:In-depth technical troubleshooting at the network/OS level and command-line. Potentially debugs scripts or core code Writes detailed and accurate technical notes on a regular basis. Enters the customer's problem and status in our Customer Relationship Management database, which includes priority triage and accurately describes technical issues. Follows up with customer to ensure a timely resolution. Sets customer expectations appropriately and accurately. Ensures issues maintain traction and forward progress Ensures that frequent status updates are provided to customers and other key internal stake holders Handles escalated issues requiring a high level of technical ability and account management Requires "at desk" duties in our Redwood City office. Runs a weekly call with the directors of engineering and QA to bring urgent bugs and other important customer issues to their attention. Available for 24x7 rotation or unscheduled off-hours escalations BS degree in related discipline or equivalent plus a minimum of 8 years of related experience. Experience Required:EXTENSIVE knowledge of Microsoft Systems Management Server 2003 Extensive knowledge of Linux/Unix and/or Windows Operating Systems Very comfortable at the command-line. Knowledge of network technologies, firewalls, routers, switches, protocols. Extensive knowledge of at least one of the following - FTP, SSH, SMTP, TCP, DNS, LDAP/AD, HTTP, PKI/certificates Excellent Troubleshooting and research skills Knowledge of WebSphere, WebLogic, Apache web servers Has ability and takes initiative to quickly learn new technologies as needed Must enjoy being on the phone and interacting with people. Excellent English language skills, both verbal and written. Excellent customer service skills, both verbal and written. Ability to articulate issues and technologies to different audiences varying from technical colleagues and customers, to engineering, to executive management. Excellent time management skills. Excellent customer/account management skills Excellent teamwork skills, must be assertive and approachable. Self-starter, able to work in unsupervised environments. Experience Desired:Professional technical Certifications such as MCP, MCSE, CCNA RHCE. Supervisory skills or experience. Ability to read, debug, and/or write scripts or code (SQL, PERL, Java Script, Java, C++) very beneficial