Technical Support Engineer

Technical Support Engineers are responsible for delivering world class first and second tier support for all SecureLogix products and software as well as the supported operating systems, databases, data networks and telecom infrastructures.

General

Duties & Responsibilities

  • Demonstrate a high degree of technical leadership in the delivery of mission-critical services for a wide variety of technologies and applications.
  • Manage complex solutions while being a proactive and consultative resource for team members and external customers.
  • Responsible for achieving security, scalability and performance through deep knowledge of automation, scaling, application lifecycle management, Continuous Deployment and Integration.

Implementation

  • Provide Level 1 and Level 2 support to customers, partners and SecureLogix personnel on all supported solutions.
  • Manage multiple, independent support cases simultaneously. Provide regular and accurate feedback to the customer, SecureLogix management and Sales as to the status of all on-going support cases. Indicate any outstanding issues and the need for escalation when required.
  • Manage multiple, independent support cases simultaneously. Provide regular and accurate feedback to the customer, SecureLogix management and Sales as to the status of all on-going support cases. Indicate any outstanding issues and the need for escalation when required.
  • Track cases, solutions and open issues while documenting them appropriately in Sales Force.
  • Strive to close cases in a timely fashion.
  • Meet or exceed customer satisfaction expectations throughout the support process.
  • Consistently keep all of the account teams informed of all support activities for their customers.
  • Consistently add, update, contribute to and review for accuracy, SecureLogix Knowledge Base articles, as they are a key way to document and inform the community on issues related to our products.
  • Ensure all support cases are accurately and efficiently solved with professional excellence and engineering discipline.
  • Identify systemic issues (i.e. multiple similar failures at one or several different customer facilities) and systems-level issues (the customer’s overall “system” including equipment other than ETM is not working correctly). Take leadership to solve these issues at the earliest possible stage.
  • Ensure additional duties are adequately prioritized against existing requirements. Communicate any schedule changes to stakeholders immediately.
  • Provide support during non-standard hours including after-hours support calls and rotating shifts.
  • Ensure networks and systems used to provide customer support are administered in accordance with best commercial practices including account management, password management, physical access, electronic access, auditing, system backups, data integrity, segregation and protection of customer confidential information.

Operation & Administration

The TSE is responsible for opening/working/closing cases related to customer reported issues. Duties include, but not limited to the following.

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  • Become the premier entity within the company for all technical, integration and operational issues with our products through the promulgation of engineering discipline throughout all of our processes.
  • Develop and foster an environment of thorough planning, documentation, testing and analysis in every product produced.
  • Ensure intimate integration of the SecureLogix Customer Support Group with the Voice Security Operations group, Professional Services Group and Engineering.

Qualifications

Required

Maintain systems engineering level of knowledge of telephony and data networking engineering and operations.

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  • Strong understanding and experience with Red Hat Enterprise Linux or CentOS.
  • Significant experience in the installation, setup, configuration, administration, and troubleshooting of production Linux systems.
  • Good understanding of Linux core and common network services like, Syslog, SSH, MySQL, iptables, etc.
  • Good written, verbal, and presentation skills including the ability to represent SecureLogix in a highly professional manner while interacting with external customers.
  • Available and willing to work occasional after-hours schedules to support customer maintenance windows.
  • Available and willing to be on-call for a week at a time for after hours support calls.
  • Understanding of IT industry best practices.

Desirable

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  • Bachelor’s degree in network administration, management information systems (MIS), computer science, engineering, or other computer related specialization
  • Experience with Oracle or PostgreSQL
  • CCNA or equivalent experience with Cisco networking equipment
  • Experience deploying and managing resources in Amazon Web Services (AWS)
  • Specific technical experience with the deployment, implementation, operation or administration of customer premised equipment (CPE) including private branch exchange (PBX) systems and/or VoIP/SIP based call management systems.
  • Oracle and Postgres Relational Database. Maintain level of knowledge sufficient to install and manage an operational database. Able to work with installation teams and MSSVC Operations personnel for troubleshooting issues.

Personal Attributes

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  • Motivated self-starter with a strong willingness to research and self-study to keep technical skills relevant
  • Disciplined at documenting policies, procedures, and configurations as work is accomplished (as opposed to finding time after the fact)
  • Willingness to stretch competencies
  • Enthusiastic team player
  • Responds to team members and customers in a timely manner using a variety of electronic media
  • Ability to multitask effectively and prioritize tasks in a dynamic environment

Compensation

SecureLogix offers a comprehensive benefits plan, a competitive salary, health insurance, stock options, 401K and opportunity for advancement.


SecureLogix is an equal opportunity employer.