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senior technical support and deployment engineer

campbell, ca

The engineer will work closely with our Enterprise customers to deploy their solutions and troubleshoot issues to customer satisfaction. The ideal applicant will be self-directed, well organized, articulate, and a team player. The candidate will be the primary POC for his accounts' deployments and responsible for pre and post-sales product technical support responsibilities. This position will require candidates to have a strong background in heterogenous data center technologies, web applications and security, cloud technologies, single sign on, linux, proxy and networking. The successful candidate must be capable of being highly productive with customers, delivering highest quality of technical support for our customers and achieving maximum customer satisfaction.

skills

  • Working knowledge of operating systems (Linux / Windows Server), virtualization technologies (such as OpenStack, VMware ESX, Xen and KVM) and SaaS technologies
  • Working knowledge of ELK stack is helpful in this position
  • Network troubleshooting via Wireshark, HTTP inspection tools such as Charles, Fiddler and/or Browser Developer Tools
  • Experience with Mobile Device Management (MDM) on Apple iOS & Android
  • Experience with Cloud apps (Salesforce, Box, Dropbox, Google Apps, O365)
  • Proven experience working on critical system down issues and escalations

requirements

  • 5-7 years of experience in enterprise support and service delivery
  • Bachelor’s degree in computer science or equivalent work experience
  • Expert L4 – L7 troubleshooting and reasoning skills
  • Knowledge of LDAP, ActiveSync, Active Directory, MS Exchange, SSO and SAML
  • Knowledge of TCP/IP, HTTP, Web Applications and proxies
  • Broad technical knowledge of internet products and technologies, data security/protection
  • Strong written and verbal communication skills. Demonstrated experience interacting with internal and external stakeholders
  • Understanding of common support metrics, SLAs, available tools, and typical industry standards for excellent support
  • Experience in handling large scale deployments with complex technologies
  • Experience in handling support activities like incident logging, initial troubleshooting, root cause analysis and authoring knowledge base content
  • Ability to work flexible hours as required

email your resume to jobs@bitglass.com