Technical Support Engineer
Irvine, CA

Job Description

Technical Support Engineer

We are looking for technically minded individuals with strong troubleshooting skills to be a part of our dynamic support team in Irvine, CA. Not only will you be able to able to help our customers resolve technically complex issues, but you will also be working closely with Engineering and other cross functional teams to provide feedback for enhancing the product.

Support Engineers work as part of a global team to provide a high standard of technical support for our customers. If you enjoy working with people on a technical level, this position is for you.

Support Duties:

Support Engineers are responsible for providing technical support to customers by answering complex questions on functionality and product usage via web, phone, chat and email.

Support Engineers are also responsible for recreating customer problems and collaborating with other parts of the organization to bring resolution for the customer.

As a successful Support Engineer you must be able to work independently to troubleshoot customer issues and operate as a key member of a virtual product team. A positive attitude and capacity for absorbing information and keeping up to date with the latest technologies is essential.

Ability to provide 24X7 on-call Support for critical customer issues.

Key Support Skills:

* Excellent communication skills both oral and written
* Ability to develop rapport and express empathy for customer concerns
* Outstanding customer service skills and the ability to interface, collaborate and prioritize customer issues with R&D teams and effectively communicate solutions to customers
* Ability to work in a fast-paced dynamic environment
* Experience in a similar technical support role
* Team player
* Effective and efficient problem solving skills
* Act as a customer advocate
* 2 to 4 years of relevant experience in providing support

Essential Technical Requirements:

Windows Server Operating Systems

* Windows Server 2008 R2, 2012, 2012 R2
* IIS 7.5 and 8 and Web Server SSL Certificates

Windows Client Operating Systems

* Windows Vista, Windows 7, 8 and 8.1

Active Directory

* LDAP Structure and Objects/ Object Attributes / Rights delegation
* Solid understanding of Forest and Domains / Kerberos authentication

Database (e.g. MSSQL, Oracle, etc.)

* Scripting, Connecting to a Database, Stored procedures

Networking

* Security Zones, Firewalls, TCP / UDP Ports
* Solid understanding of Domain Naming Systems

VPN Gateways (e.g. Cisco ASA, Juniper SSL VPN, Citrix Access Gateway, FortiGATE, SonicWALL , etc.)

* Solid understanding of VPNs and relevant authentication components, procedures and protocols ( LDAP, RADIUS, X509 Certificates, SAML)
* VPN troubleshooting and ability to learn new VPN technologies.

Load Balancers (e.g. F5 BIG IP, Riverbed Stingray, Citrix Netscaler)

* Basic Understanding Load-balancers, web sessioning and be able to troubleshoot issues involving the same.

Additional:

Good understanding of Private Key infrastructures, Java, Microsoft Technologies like Azure, Asp.Net, Mobile Apps on different platforms (iOS, Android, Windows Mobile, etc.)

Experience with SaML, WSFed, OpenID and other assertion languages with regards to SaaS applications integration (Office 365, Google Apps, Salesforce, etc.)

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