Technical Support Engineer

KEYW Corporation,Redwood City, CA
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Job Description

Description:
Sensage is looking for sharp support engineers who are focused on building and maintaining close working relationships with our customers and partners, providing them with excellent relationships over years. This position is based in Redwood City, CA will report to the Director of Client Support.
Key Objectives
  • Satisfy our customers with all levels of technical support
  • Build a deep technical knowledge of the Sensage application
  • Enhance the Sensage Knowledge Base, training content and documentation with support knowledge
  • Participate in roadmap discussions, meetings with senior level developers to represent customer issues
  • Track call volumes, wait times, SLA, etc. metrics
  • Participate in product training and testing
  • Manage caseload in salesforce.com
  • Advocate for our customers as part of our Product Lifecycle Management process
  • Participate in the 24/7/365 on-call rotation
  • Strengthen our product offering by performing internal testing of the Sensage product
Required Skills:
  • 1-3 years technical support experience
  • Strong background in UNIX/Linux/Solaris, and system administration concepts
  • Knowledge of current firewalls, network scanners, and intrusion detection systems
  • Experience with Internet protocols (TCP/IP, HTTP, HTTPS) and programming languages (PERL, Java, C++)
  • Organized, methodical, and detail oriented
  • Ability to manage own schedule, prioritize case loads and work independently
  • Team player who is able to leverage the knowledge of others and provide assistance to others in a cross-functional support role
  • Ability to multi-task and manage competing priorities
  • Strong verbal and written English language skills
  • Phone skills
  • Customer service oriented with a passion for customer satisfaction
  • Capable of taking leadership roles within the Support department while continuing to perform as an individual contributor
Location: Redwood City, CA

Degree: Bachelors Degree in a related field

Clearance: No clearance required


KEYW is an Equal Opportunity Employer EOE, M/F/D/V.





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