Professional Services Engineer - San Jose CA

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Professional Services Engineer - San Jose, CA

Our client a leading provider of network security solutions is looking to hire a fulltime Professional Services Engineer to join their growing team in the San Jose, CA area. Candidates should be knowledgeable with both Unix and Networking concepts. Candidates should also should know one or more of the following: websense, Blue Coat, cisco scansafe, or crossbeam. This position requiresup to 30% travel.

Responsibilities:

- Manage web and email issues to help better assist customers and service providers.

- Occasionally assist the support team and provide technical support at the escalated level.

- Expected to be on call during non-operating hours to assist the premium level customers.

- Facilitate communication between customer support levels and the support/engineering teams.

- Provide customers with updates regarding cloud network upgrades and updates.

- Train and customers based on their product either onsite or virtually.

- Actively deliver notifications about companys new product or service to premium level customers.

- Develop and maintain best practices for implementing companys products and services.

- Stay up to date with all of companys products and services.

- Handle incidents, problems and improvements for the on-going technical SLA support on site or remotely.

- Contributes significantly to customer satisfaction

- Responsible for opening lines of communication, monitors customer problems, and ensures effective resolution

- Produce written documents related to daily assignments.

- Identify appropriate internal and/or external resources required for proper problem solving.

- Escalate technical issues through the appropriate channels while taking ownership of the problem.



Education, Skills, and Certifications:

- Bachelors Degree in Computer Science is required.

- 5 years of pre/post sales engineering experience.

- Experience and knowledge in providing technical support in web and email security using: blue coat, websense, cisco scansafe technologies.

- Should have experience in one or more of the following: websense, Blue Coat, cisco scansafe, or crossbeam.

- Experience in technical network security and troubleshooting.

- Strong written, oral, and presentational skills.

- In depth understanding in enterprise level networks and technical infrastructure.

- Strong knowledgeable in customer support processes, tools and troubleshooting experience is a must.

- Experience in working with TCP/IP, HTTP, SMTP, DNS, LDAP, and FTP.

- Proficient in UNIX/Linux System Administration and Windows operating system, a must

- Scripting language such as bash, and perl is a plus.

- Knowledge in routers, switches, and other Cisco and Juniper hardware is a strong plus.

- Travel up to 30% is a must.

- Familiar in mobile network technologies including l3-7 switching and load balancing, redundancy (A/P, A/A) and high performance systems

- Knowledge of common open source software

- Knowledge of Oracle and/or MySQL administration an advantage

- Knowledgeable in Microsoft Office

Minimum Education Required: Bachelor

Years of Experience Required: At Least 3 Years

Expected Travel Time: None
Gal Natel
J Patrick and Associates
18 W 27th Street
New York, NY 10001
****

Company info

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