Job Description
• Function as the primary customer contact for all incoming and assigned customer cases by providing telephone, web, and email based technical support for AeroScout products.
• Work days Monday – Friday 12pm – 8pm PCT out of Redwood City California
• Re-creating customer problems and testing customer configurations in-house to help diagnose problems
• Coordinating and driving activities within AeroScout to address customers´ needs
• Escalate customer issues and request assistance as appropriate.
• Acquire, maintain, and expand knowledge of relevant product offerings, current support policies, and methods of support delivery, in order to quickly provide technically accurate and complete solutions.
• Constantly seek to proactively identify opportunities for improvement in all processes, communication, and documentation.
• Occasional travel to customer sites to perform on-site troubleshooting, upgrades, etc.
• Reports to the Americas team leader.
Qualifications
• Experience: 2-5 years experience in as a Support/Field/Sales Engineer including enterprise software installations – in a first level customer facing position 2-5 Years of experience with:
• OracleSql Server DBs - Advantage
• Supporting Applications Ability to trace and debug J2EE Web Applications – Advantage 2-5 years hands-on experience with Linux and Windows OS. Experience in one or more of the following is advantage:
• Wireless LAN
• Cisco Infrastructure
• APP ServersJBOSS A BIG plus – Cisco CCNA certified
• Attributes:
Excellent written and verbal communication skills – other languages an advantage. Strong analytical and troubleshooting skills.
Excellent interpersonal skills.
Must be able to quickly learn a broad array of technologies and apply knowledge to real-world problems.
Must be a flexible team player that is willing to jump in to help others wherever necessary.
Ability to handle difficult or sensitive situations with diplomacy and tact.
Demonstrated ability to work in fast paced, high demand environment.
Must be available to participate in a 24x7 support on-call rotation, including weekends and holidays.
Travel up to 25% of the time
careers@aeroscout.com, and amir.weinmann@aeroscout.com
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