Product Support Engineer

Product Support Engineer
Location: San Mateo, CA

[Company] is a security software company focused on developing mission critical next generation policy enforcement infrastructure and system software. [Company] provides large enterprises with active, policy-driven control of their information network wherever and whenever it is used by employees, contractors and partners.  Our policy management platform and universal enforcement solutions enable centrally managed information security control policies across all applications, data and digital business processes.

The [Company] Support Engineer is the designated point of contact for customers on the [Company] Product Support team.  The [Company] Product Support team provides product knowledge and expertise about [Company]’ Policy Platform and product family, crafts and implements support solutions that solve customer problems, remediate customer issues and build customer goodwill for the long term.  In this role, you will work closely with customers and [Company] Engineering, exercising and continuously developing both technical and business skills to understand and create Knowledge Base tech notes on support issues reported by customers and to follow the issues through to resolution.    This position provides an opportunity for exceptional professional growth.

Job Responsibilities:

• Customer advocate and early adopter of [Company] products
• Develop expertise and master all aspects of the product, and contribute to developing best practices by developing policy libraries and policy assistant applications
• Become proficient in [Company] products through working with the products in a laboratory setting and interacting with [Company] engineers.
• Provide direct product and solution support to [Company] customers on site, via phone, email, and through [Company] online customer support portal.
• Track, analyze, reproduce, troubleshoot, escalate, and resolve customer issues in a professional, timely manner;
• Train customers in the use, administration, implementation, and customization of [Company] products.
• Work closely with Engineering on escalated issues
• Manage deployment of [Company] software within the company
• Demonstrate knowledge of client’s issues, industry, and business operations
• Participate in Beta testing of [Company] products

Position Requirements:

• 2-3 years of work experience in a customer-facing role delivering security or enterprise software product support, consulting services, systems integration services, or IT support services.
• BS in Engineering, Computer Science, or related discipline.
• MCSE and/or CISSP would be a plus.
• Exposure to Microsoft Windows operating environments.
• Demonstrable proficiency in at least one of the following areas:  Active Directory, LDAP  //  Identity Management  //  SharePoint  administration  //  Digital Rights Management
• Demonstrated organizational skills with attention to detail.
• Good analytical and troubleshooting skill.
• Can-do attitude with a passion for learning new things.
• Eagerness to contribute to the success of the Customer Support team.

Interested & qualified candidates are encouraged to submit a resume to Careers@DeanTracy.com for immediate consideration.

Thank you!