Please direct your responses to: jobs@agiliance.com
#KI4.49 Product Support Engineer
COMPANY BACKGROUND
Agiliance is the hottest technology company in the Silicon Valley. In 2012 alone, Agiliance received nine prestigious industry accolades, including the 2012 GOVTek Award for Best Transparency Solution, the 2012 SC Magazine Excellence Award, the 2012 Info Security Product Guide´s Global Excellence Award, a 5-Star Rating in the 2012 SC Magazine Risk and Policy Management Group Test, AlwaysOn Global 250 Award, two Golden Bridge Awards, Silicon Valley / San Jose Business Journal Fast Private 2012 Award and GSN Homeland Security Award.
Agiliance is setting the standard in Integrated Risk Management software by servicing world-class Global 2000 companies and government agencies, inspiring talented employees as colleagues, and acquiring strategic partnerships that make the company the best place to land and expand your career.
If you´re interested in assisting progressive organizations to use real time risk analysis to optimize business performance and make better investment decisions, Agiliance is the best place to work. Agiliance technology has been awarded four patents and numerous of product awards and analyst accolades. Its flexible, yet scalable automation technology lets organizations achieve closed-loop risk management and continuous monitoring, which are the key ingredients to fight cyber-attacks and increase operational efficiency. The Agiliance headquarter is located on a beautiful and convenient to reach campus near downtown Sunnyvale, CA.
JOB DESCRIPTION
Do you have a passion for delivering sound and confident technical advice to customers? Do you have excellent oral and written communications skills? Are you driven to resolve customer issues in a timely and efficient manner? Do you have the gift to stay calm and focused when faced managing multiple high priority tasks? If your answer has been yes to all these questions, you might be the right candidate for Agiliance.
As Product Support Engineer, you will be responsible for acting as first line support contact and as such will be the point of contact for many of our global customers, providing expert technical guidance to and dealing with technical issues and queries. In your role as Product Support Engineer you will be troubleshooting and developing technical solutions related to software and setup errors for field engineers, partners, and customers via telephone, email, and the Agiliance Support portal. You´ll create workaround procedures when standard procedures have failed and ensure issues are resolved in a timely fashion. You´ll escalate urgent problems which require more in-depth knowledge to the appropriate internal resources, utilizing proper escalation procedures. Attention to detail and an eye for quality, along with excellent communications skills are crucial.
The successful candidate will have tremendous opportunity for career growth and is a great chance for someone who wants to get their foot in the door of a growing, venture-backed, high-tech company. The Product Support Engineer reports to the Vice President of Marketing, Products, and Support.
RESPONSIBILITIES
•Provide support for Agiliance´s integrated risk management platform for field engineers, partners, and customers as part of a global 24 x 7 team.
•Troubleshoot and develop workarounds related to software and configuration issues.
•Escalate identified product issues, leveraging our TRAC management system, and interact with Agiliance Product Management and Agiliance Engineering teams to drive to problem resolution in a timely fashion.
•Ensure support service level agreements and customer expectations are met (or exceeded).
•Contribute to an online knowledge base for partners and customers.
•Provide customers with guidance on how to leverage security policies and procedures for risk and compliance management based on standards such as ISO 2700x, COBIT, PCI, and NIST guidelines as part of the Agiliance product offering.
•Assist customers in product upgrades and report / dashboard creation.
REQUIREMENTS
Prior Experience
•3 - 5 year experience in acting as first line support contact for enterprise software solutions.
•Training will be provided in Agiliance, but prior knowledge of IT-GRC, Risk Management, Security software or similar technologies would be advantageous.
•Worked in a start-up or high growth environment.
Skills
•Apache, Tomcat, Oracle 11g, and MySQL system administration fundamentals.
•Familiarity with at least one interpreted language and frameworks such as JAVA, JSP, AJAX, Hibernate, Web Services, etc.
•Experience with Salesforce.com, Cisco WebEx, FTP, SQLYog, and LDAP Browser.
•Familiarity with standard concepts, practices, and procedures relating to Microsoft Windows Operating Systems, Microsoft Windows networking, and troubleshooting Microsoft Windows network environments.
•Development and debugging of SQL scripts and queries.
•Good working knowledge of security tools, techniques, and methodologies such as Kerberos, SAML, LDAP, and SiteMinder.
•Strong verbal and written communication skills for delivery in document, Web, and presentation form, as well as over the phone.
•People skills that promote personal relationship building between virtual teams - working directly with varied headquarters and overseas resources.
•Highly organized, self-directed with strong ability to prioritize and manage multiple high priority tasks.
•Must work well in a team, fast-paced, and deadline-driven environment.
•Jaspersoft knowledge a big plus.
•Knowledge of risk management frameworks and security best practice guidelines such as ISO 27001, BITS, COBIT, NIST, CIS benchmarks, privacy, etc. a plus.
Attitudes
•Highly self-motivated and driven to succeed.
•Able to work with minimal supervision; comfortable working within a framework of objectives without the need for day to day guidance and direction.
•Team player with strong sense of urgency.
Education
•Bachelor´s degree in Information Technology Management, Computer Science, or related degree required; MBA a plus.
•CISA, CISM, or CISSP certification preferred.
LOCATION
The position is based in the Agiliance headquarters in Sunnyvale, CA, conveniently located in walking distance to downtown, Caltrain, and VTA.
COMPENSATION
Your compensation package will be consistent with the stage of the company and the individual´s track record. Compensation will include cash component, benefits, and equity.
Show us why you are the best in your field and the right candidate for the job. Please send your resume to jobs@agiliance.com referencing job #KI4.49
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