Required Qualifications/Skills

• BS or equivalent experience desired.


• Minimum of 8 years of Technical Services experience in the networking space.


• Must have background in building or maintaining networks.


• Should be familiar with most of the following:
  
  
  
  • Routers
  
  
  • Firewalls
  
  
  • Vulnerability Scanners
  
  
  • Load balancers
  
  
  • Configuration management databases (CMDB)
  
  
  
  


• Experience working with customers, understanding their use cases and working with them to resolve issues.


• Exceptional verbal and written communication skills.


• Proficient with presenting information to others.


• Excellent customer-relationship skills:  responsiveness, sensitivity, and diplomacy.


• Comfortable working both independently and collaboratively.


• Strong relationship management skills, effectively establishing empathy with customers through insight into their business drivers and expectations.


• Able to deal with difficult customer situations.


• Strong track record of following through on commitments.


• Excellent attention to detail.


• Problem-solving and analytical skills and technical aptitudes that allow you to adapt to new circumstances and learn quickly when facing new problems and challenges.


• Sets an example of good work procedures and practices.


• Passionate about delivering high-quality service to customers, with a focus on continuous improvement.

Preferred Qualifications/Skills/Areas of Interest

While it would be great, we don’t expect you to have mastery of all of the technologies that we work with when you walk in the door.  We do highly value the ability to rapidly assimilate new and evolving technologies, and you’ll find this a rich environment in which to learn.

Examples of experience, skill and knowledge areas of interest include:

• The Customer Support Engineer is not expected to write product code, but some programming experience can be helpful, preferably with Javascript, Java, and XML.  Other OOP languages are acceptable as well.


• Must be comfortable with the UNIX-ish command line.  UNIX systems administration experience is a plus, especially Linux.


• Practical network security experience is a strong benefit.


• Ability to write scripts to utilize a web-based API is helpful.


• Experience with Salesforce.com Service Cloud is helpful.