Customer Support Engineer 2
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POST DATE 9/10/2016
END DATE 10/11/2016
Blue Coat Systems, Inc.
JOB DESCRIPTIONBlue Coat empowers enterprises to safely and securely choose the best applications, services, devices, data sources, and content the world has to offer, so they can create, communicate, collaborate, innovate, execute, compete and win in their markets. We have a long history of protecting organizations, their data and their employees and are the trusted brand to 15,000 customers worldwide including 86 percent of the FORTUNE Global 500. With a robust portfolio of intellectual property anchored by more than 200 patents and patents pending, Blue Coat continues to drive innovations that assure business continuity, agility and governance.
This is an individual contributor position that will work as a member of the Americas Support team, providing technical support to customers and partners, and ultimately drive complete resolution to each service request. All customer interaction is done via phone, email, and web and warranted by customer response time commitments established by Bluecoat Support.
Diagnose and solve complex software, hardware and networking issues
Create technical action plans for analyzing and resolving customer issues.
Assigned projects including; documentation review, Beta product participation, product demos, and presenting technical forums.
Create clear and concise documentation in the form of case management notes, technical tips, knowledge base articles and white papers.
Provide technical assistance to internal and external customers and partners
Utilize case management tools and provide case monitoring, status updates, documentation and notifications to customers
Works with cross-functional organizations to solve complex technical problems and follow reported problems through to resolution.
Participate and provide feedback to product design and technical reviews relating to new features and enhancements
Document all customer interactions and resolutions in the existing case management and knowledge based systems
Use available support tools to diagnose and resolve product and technical issues
Work with Systems Engineers and Engineering groups to resolve customer issues.
Layer 2-4 focus on Ethernet, Fast Ethernet, IP Protocols, and applications
Experience using telecomm and networking tools such as Ethereal or SnifferPro
Application and routing protocol knowledge; advanced TCPIP, routing,
NAT, DNS, DHCP, HTTP, MMS, RTSP, FTP, IM, Firewalls, QoS
Working knowledge of the inter-operation of remote access technologies: RADIUS,
LDAP, NTLM, firewalls, etc.
Working knowledge of Internet Services: Web Services, Media Servers, Proxy services, browser and media player operations.
Ability to conduct analysis of facts, info gathering, and create effective test plans
Demonstrate strong technical troubleshooting methodologies
Must be a complete team player and work well in a team environment
Strong written and verbal communication skills
Ability and willingness to learn technologies quickly and proficiently
Good analytical problem solving skills
Motivated to learn new products and technologies quickly
Strong organizational and customer service skills
Flexible with the aptitude to manage multiple tasks in a fast-paced, dynamic environment while meeting critical SLAs and deadlines
5+ years experience working with customers in a fast-paced, hi tech, support related position or similar engineering role.
Bachelor's degree in Computer Science or equivalent experience in a related field
CCNA and/or CCNP and/or CCIE preferred
Blue Coat Systems, Inc. is an Affirmative Action/Equal? Opportunity Employer committed to providing equal employment opportunity without regard to an individual s race, color, religion, age, gender, sexual orientation, veteran status, and national origin
Blue Coat Systems, Inc. prohibits discrimination against qualified individuals on the basis of protected veteran status or disability.