Neoteris is the leader in application-layer security infrastructure products with sales that have doubled from quarter to quarter since our first product shipped in late 2001. Backed by established leaders in the Silicon Valley venture capital market, including Jim Clark, NEA, and Battery Ventures, Neoteris was recently awarded top position in Gartner Group's Magic Quadrant, as well as market share leadership in our category from InStat.
*** PLEASE NOTE *** This position requires direct experience in a TSE role for a manufacturer of network infrastructure, security and/or remote access products. TECHNICAL SUPPORT ENGINEER As a member of the Neoteris support team you will provide hardware and software technical support for Neoteris products. This may involve configuration assistance and troubleshooting of redirection devices and other peripheral networking equipment. On site troubleshooting and travel may be a requirement from time-to-time. Other duties and responsibilities may include, but are not limited to: � Preparing technology white papers. � Managing critical customer accounts and escalation requests. � Mentorship of newly hired Support Engineers and peers on technical areas of specialty. � Provide ongoing technical and process training for the team on new product developments and service offerings. � Act as team escalation point for difficult technical and customer issues. � Participate as a technical expert in product marketing meetings and support readiness project work. � Work with external partners, vendors and customers to clearly document and distribute frequently asked questions for knowledge transfer and consistent accurate resolutions. � Document all actions taken towards resolving customer issues in contact tracking database. � Develop common question and answer documentation to be included in department knowledge base. � Provide overflow coverage for Neoteris phone support requests, as needed. � Will require some weekend work and/or pager rotation coverage. REQUIREMENTS: � Candidates must possess the ability to independently work on consultation to debug broad, complex and unique networks with mixed media & protocols. The qualified candidate will also document and reproduce customer related networking problems, and if required coordinate fixes between the customer and Neoteris� Engineering Department. � Requires strong background in internetworking/LAN/Web communications. Six plus year�s experience in support of TCP/IP network operations is preferred Must also have an excellent knowledge of web applications and security: HTTP, HTTPS, HTML, JavaScript, RSA/ ACE Servers, Windows NT Domains, LDAP, NIS, Radius Servers, and web proxies Supplemental skill sets should include: � Multi-vendor firewall and load balance configuration experience � TCP/IP in switching and routing, and DMZ environments � Basics of IP routing protocols - static, RIP, OSPF, BGP � Unix and NT administration skills a plus � IMAP4, POP3, MAPI, SMTP and Lotus Notes. � Experience working with network analysis tools and trace analysis of packets and protocols is required. � BSCS/BSEE or comparable training in Computer Science or Electrical Engineering with equivalent work experience in computer, data communications or related customer service field. Minimum 6 years professional work experience. This is an immediate need. Local candidates only. No agencies please. Send a resume/email to [EMAIL PROTECTED] for consideration.
