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SECURITYFOCUS JOBS - NEW OPPORTUNITY
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JOB DESCRIPTION
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Position: Technical Support Engineer
Location: San Francisco, California, United States
Type: Permanent F/T
Closing Date: 2006-02-25
Senior Technical Support Engineer (Vontu HQ, San Francisco, CA)
Reports to the Vontu Customer Support Manager
Vontu stops confidential information, including customer data and intellectual
property from being sent via email and other Internet communications. Vontu
helps customers significantly reduce financial risk, protect brand reputation
and demonstrate compliance.
Founded in 2001, Vontu is a revenue-stage company led by a strong team of
successful entrepreneurs. The company has received $25M in funding to date from
Benchmark Capital, Venrock Associates, US Venture Partners, and General Motors
Asset Management.
We are looking for senior technical support candidates with broad experience
working with both technical and non-technical customers, including experience
with customers at Global 2000 enterprise organizations. Ideally, candidates
will have a good balance of "soft" customer-facing skills along with "hard"
technical skills in areas like Oracle DB management, shell scripting and
industry-standard security technologies.
RESPONSIBILITIES
* Customer Support
- Provide Tier II (and some Tier I) support to Vontu's customers (including
prospects, partners and field personnel) through IM, email, web and by phone
- Document all customer issues and related solutions, whether from direct
customer contact or escalated issues from field personnel
- Maintain key customer relationships through proactive regular customer calls
to measure and ensure customer reference-ability
- Manage customer technical relationships regarding questions, bugs, and
enhancements, as well as operating system and application updates
* Implementation
- Support field personnel with installing and configuring the Vontu solution
and documenting customer implementations
- As needed, travel to customers' sites as a member of implementation or
trouble-shooting team for more complex technical environments or cases
involving extensive technical work
* Cross-functional Processes
- Work as part of hardware procurement/build process for pilot projects
- Act as key member of team maintaining and improving documentation
- Coordinate with QA, Development and Product Management to ensure that the
latest product revisions and documentation are always made available to
customers on a timely basis
* Product Enhancements/Customer Feedback
- Work with the Marketing and Engineering teams to process and manage
customers' inputs
- Make technical recommendations on how to improve product in terms of ease of
implementation and decreasing common questions/issues
* Training
- Work with Professional Services team to ensure that field personnel are
trained on key pre-sales technical and implementation details
* Practice development
- Develop the tools, knowledgebase, and infrastructure to allow customers,
partners, and Professional Services team to find answers for themselves to
commonly asked questions
- Improve infrastructure and processes for how to document customer
interactions and new knowledgebase solutions
JOB REQUIREMENTS
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REQUIREMENTS
* 5+ years experience in technical support and/or IT consulting, preferably in
enterprise software companies
* Experience working directly with technical and business customers as a
trusted technical partner and resource
* Strong interpersonal and communication skills (presentation, verbal, and
written)
* Strong technical knowledge and experience, with an emphasis on database
(Oracle/SQL), server scripting (Linux/Windows), security and networking skills.
JAVA programming experience is a plus.
* Candidates must be able to perform technical tasks such as:
- Install and configure enterprise software, e.g. Oracle
- Write SQLplus database queries
- Implement simple VPN or other tunneling mechanism between Windows and/or
Linux servers
- Install and configure common applications on Windows and Linux, including
HTTP, FTP, MTA, DNS, etc.
- Diagnose network problems in production environments
- Design/document network deployment architectures
* Security certifications are a plus e.g. CISSP, CCNA, and/or CISA
* Ability to identify and solve problems efficiently and effectively
* Ability to work independently and as part of a team
* Passion for customer service and success
* Moderate travel required
* Bachelors degree in computer science, engineering, or sciences (or equivalent
experience)
PERSONAL CHARACTERISTICS
* Excellent leadership, interpersonal and communication skills (written and
oral)
* Self confident
* Smart risk taker
* Adaptable to changing market conditions and customer requirements
* Creative questioning approach to solving problems
* Balanced approach to problem solving between analytical and intuitive
* Enjoyable to work with
CONTACT
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Please apply via this link:
http://www.recruitforce.com/NA3/ats/careers/requisition.jsp;jsessionid=2290C22ED2ABFA62C875001B45207DC3?org=VONTU&cws=1&rid=68
www.vontu.com
Vontu
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