Rodzaj pracy: Pełny etat
Rodzaj umowy: Na czas nieokreślony
Ilość wakatów: 1
Minimalne doświadczenie: Od 5 do 10 lat
Wykształcenie: Wyższe licencjackie
Branża: Praca IT - Hardware / Information Systems
The Product Support Specialist (PSS) is responsible to provide support services and incident management via email, web and telephone to Blue Coat’s internal and external customers. Responsibilities include setting & managing customer expectations, timely communication, root-cause analysis, performance & process improvement, troubleshooting and resolving complex service support cases working directly with customers, partners and the Customer Services team. What about the training aspect of the job. “Identifying knowledge gaps with frontline support teams and developing & delivering training to reduce escalations.”
Job specification:
• Provide direct support to internal and external customer, assist in troubleshooting problems
• Take complete ownership of reported problems and own/manage them through to their completion
• Develop an in-depth knowledge of the product, its functions and diagnostic capabilities
• Coordinate problem resolution and product development efforts across multiple departments and disciplines
• Work in a fast paced support environment and provide an escalation point of contact for the Support groups
• Use network and product diagnostic tools to analyze and resolve customer issues
• Work complex proxy and networking equipment issues through to completion
• Develop and deliver New Product Training to Partners, Support team and other product specialists
• Perform QA on new product features and functions prior to their release
• Occasional travel to customer sites to diagnose and resolve issues
• Experience with Cisco IOS, Cisco ASA, Juniper Netscreen and Checkpoint firewalls
Requirements:
• 5 to 7 years Senior Level technical Support experience in networking/security/proxy products problem resolution at the packet and protocol level
• Expert knowledge of TCP/IP and HTTP at the packet/protocol level
• Strong knowledge of protocols including but not limited to: SSL, FTP, DNS, SMTP, ICAP, CIFS, MAPI, authentication protocols (LDAP, RADIUS, NTLM)
• Knowledge of streaming protocols, instant messaging, SOCKs, PKI is a plus
• Expert in analyzing packet traces of the above protocols
• Solid authoring skills to document behavior, resolution and workarounds
• Ability to self-direct work and work simultaneously on multiple issues
• Experience with enterprise systems/network monitoring systems
• Strong understanding of multiple routing and switching protocols
• Ability to use network analysis tools such as Wireshark, TCPdump, and Sniffers
We offer:
• Challenging work in a dynamic international environment and great potential for development
• Cooperation and possibility to exchange knowledge with a team of professionals from global consulting company
• Competitive salary and benefits package including medical care and participation in interesting events among other things
