Sr. Product Support Engineer
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Sr. Product Support Engineer
Ref No.: 18-25785
Location: Emeryville, California
Start Date: 04/14/2018
Sr. Product Support Engineer in BigFix
Our team is seeking to hire a Technical Support Professional. This role specializes in performing and enabling remote technical support for BigFix products.
The candidate will have a strong technical background and be responsible for:
  • troubleshooting, diagnosing and fixing customer issues
  • Using technical and negotiation skills in collaboration with other support operations/organizations to priorities and diagnose problems to resolution
  • Being available to respond to Severity-1 customer escalations during the weekend approximately once every 5 weeks
  • The ideal candidate must be detail-oriented, able to work independently and juggle multiple tasks. You will be part of a world-wide team responsible for supporting geographically distributed customers
Basic Qualifications
  • BS in Computer Science, Information Technology, Engineering or a related field
  • Experience in performing problem determination & root cause analysis.
  • Great relationship attitude for managing client expectations and satisfaction
  • Some experience of working with customers and supporting internal or external clients
  • Knowledge on
    • multiple operating systems (Windows, UNIX)
    • Shell script (UNIX and Windows)
    • SQL Language and databases (DB2 and MSSQL)
    • Networking (basic)
  • Ability to collaborate with geographically distributed cross-functional teams
  • Good written and verbal communications skills
Preferred Qualifications
  • Master's Degree in Information Technology
  • At least 3-5 years technical experience in managing client expectations and satisfaction
  • Ability to work on multi-task mode
  • good experience in managing client escalations
  • Ability to present at conferences / engaging face-to-face with customers