Are you a brilliant Tech Support Representative interested in helping revolutionize IT infrastructure management for local, SaaS, and cloud computing environments? PacketTrap Networks (www.packettrap.com) is a provider of next generation, cutting edge network management solutions for Enterprise IT departments and Managed Service Providers. We are located in the SOMA district of San Francisco and one block from BART.
We are seeking a Technical Support Representative to join our team. You must have a passion for providing outstanding technical product support to our customers and the capability of answering a range of simple to complex customer questions or problems, over telephone or email, in the areas of system configuration, setup and functionality for our award-winning network management products.
RESPONSIBILTIES
• Document all relevant technical data for every customer interaction. Assume the role of direct liaison between the customer and the engineering group. Communicate clearly (both phone and email) with all concerned parties in a timely manner with the latest update and overall progress of each case.
• Take ownership of support cases from web, phone and email and drive them to resolution on the first call if possible. Escalate common and / or severe issues with appropriate evidence.
• Perform the role of customer advocate. Maintain the customer’s needs as the prime directive. Expect and set expectations of excellence through all facets of the customer support experience.
• Constantly work with the Engineering, SE and other cross functional teams to provide explicit feedback to improve the product quality and reliability.
• Maintain current and document upcoming features for technical support guides, FAQs and community resources. Become and always be a product expert.
• Constantly attempt to reproduce and test customer reported issues to allow R&D to create solutions and future enhancements
• Must be flexible with work shifts to accommodate both the customer’s schedule and development’s schedule to promote quick customer issue resolution as needed.
REQUIRED SKILLS
• 2+ years of technical support experience.
• A strong customer orientation and possess an excellent work ethic.
• Excellent communications skills. Must work well under pressure while maintaining calm and composure.
• Strong troubleshooting and diagnostic skills applicable for medium and distributed networks
• Strong understanding of LAN & WAN Networks, in-depth knowledge of TCP/IP Protocol Suite, LAN/WAN access technologies, Internet Security Architectures and Routing Protocols.
• Excellent understanding of Linux, Microsoft applications, Active Directory and protocols such as SMTP, FTP, Telnet etc.
• Must work well independently and also in a team setting.
DESIRED SKILLS
• Experience in SNMP, SNMP Traps, WMI and related protocols
• Knowledge of common Internet/network protocols such as DNS, FTP, HTTP, etc
• Experience working with NMS solutions such as Solarwinds Orion, HP Openview, Kaseya, N-able
• Configuration and management of network security products (Firewalls, IPS, VPNs), Routers, Switches, Load Balancers, Application Proxies ..etc., is considered a plus
• BSCS/EE or equivalent is preferred
• Preference will be given to candidates with professional certifications from Cisco, Microsoft, SonicWALL, ICS2, etc.
PERSONAL SKILLS
• Must be able to adapt to rapidly changing business demands
• Must be eager to quickly learn new technologies
• Must be a self starter and take initiative at every opportunity
COMPENSATION
We provide very competitive salaries, stock option incentives, medical /dental PPO, and flexible working hours and accommodations.
- Compensation: We provide very competitive salaries, stock option incentives, medical /dental PPO, and flexible working hours and accommodations.
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- Please do not contact job poster about other services, products or commercial interests.