Customer Service Engineer
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Customer Service Engineer
Ref No.: 18-02508
Location: Irving, Texas
Position Type:Right to Hire
Start Date: 02/28/2018
Position: Customer Service Engineer
Location: Irving, TX (on site)
Salary: DOE
Duration: Full Time


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 

If interested and qualified, please submit a copy of your resume to Jeremy Thomas at jeremy.thomas@mondo.com