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Customer Service Engineer
Ref No.: 18-02091
Location: Irving, Texas
Position Type:Right to Hire
Start Date: 02/28/2018
Customer Service Engineer
Rate: DOE
Interview Process: F2F and Offer
Location: Irving, TX
Duration: Contract to Hire

Summary of Position
The Customer Service Engineer will also take ownership of the technical support relationship to drive customer satisfaction by proactively managing and resolving technical issues for our customers both onsite, online and via telephone. The ideal Customer Service Engineer will demonstrate a strong aptitude for learning new technologies. They should be highly analytical with the ability to derive facts quickly, methodically, and accurately. This is a customer-facing role where you will work to solve product, system and network problems of low to high complexity and act as a focal point for problem resolution. As the Customer Service Engineer, you must be able to effectively setup and configure complex lab environments to replicate and resolve customer reported issues.

Responsibilities:
 Provide exceptional customer service while responding to phone, e-mail and online requests for technical support
 Represent the customer to ensure serviceability and product quality issues are being tracked, prioritized, resolved, and incorporated into the product release cycle
 Work in a fast-paced, high-pressure environment under minimum supervision to support deployment, integration and maintenance of software products within clients' networking environments.
 Will provide first call case resolution, software/network troubleshooting and proactive support services
 Manage a diverse and complex scope of support issues directly related to the use, support, and implementation of products and solutions, with effective customer skills required on-site, over the phone, and online to ensure the highest level of customer satisfaction by understanding and identifying the customers complex network
 Effectively interact with the engineering teams to provide solutions to complex technical issues

Qualifications/Requirements:
 A minimum of 4-5 years of related experience
 Able to debug problems and deliver solutions with a high level of customer satisfaction
 Ability to work through complex problems and isolate core issues, combined with superb troubleshooting logic
 Self-motivated, self-starter, sense of urgency, personable, extroverted personality, well organized, attention to detail and accountable
 Excellent time management skills
 Enjoys problem solving and displays an eagerness to learn new technologies/skills
 Intrusion Detection/Prevention Systems
 Firewall, VPN, IDS and related network security design and implementation
 Strong endpoint security experience, including design, implementation, and management
 Microsoft Windows, including ability to troubleshoot services, applications, and drivers
 Linux, Unix
 Virtualization and/or cloud technologies such as Microsoft Azure or Amazon AWS
 Network technologies and protocols
 Familiar with SSL communication and other encryption technologies
 Packet trace analysis
 Security Certifications a plus