About The Company: OpenDNS is building new pieces of fundamental infrastructure for the Internet. We are also the current leader in cloud security with a service our customers love. With over 20 million daily users spread across consumer, education and enterprise markets, we protect Internet users against all kinds of threats. Founded in 2005, profitable since 2007, we are a startup funded by Sequoia Capital and Greylock Partners located in SOMA, San Francisco (a block away from Caltrain and MUNI). We provide an exciting and fulfilling work environment, unmatched opportunity for professional growth, and an excellent compensation package. We are growing rapidly and are looking for the best and brightest to be part of our team. Together we want to see a better and safer Internet for end-users around the world in enterprises, schools and households alike.
About The Position: OpenDNS is looking for an experienced Sales Engineer who is versed in networking technologies to join our growing Sales and Support Team. At OpenDNS, helping our customers is the best way to add value to our brand and you are our ambassador in this mission. This is an opportunity to join a fast growing medium-stage startup where you will be able to offer first-rate technical customer support for an established product used and loved by tens of millions around the world. We are looking for a candidate who has a strong understanding of networking technologies, loves the challenge of finding the root cause of technical problems and thrives on sharing that knowledge to help customers. You will act as the customer's advocate ensuring that OpenDNS provides them with the best possible experience.
Responsibilities:
Handle, diagnose and resolve incoming customer technical support issues in a timely manner through email and phone. Escalate issues to engineering as needed and work with the engineering group to effectively resolve issue. Communicate with customers on status and resolution time.
Work with Inside Sales to provide technical assistance with pre- and post-sales through evaluation, closure and on-boarding.
Provide training on products for customers and internal personnel.
Provide feedback to the product and engineering groups on product related bugs, issues and recommended improvements.
Actively participate in deploying and testing new product and feature releases.
Required Skills:
Comprehensive understanding of networking technology – Windows networking, Active Directory, BIND, etc. You will be asked technical questions in the interview to test your level of knowledge and understanding.
Strong understanding of LAN and WAN networking protocols and technologies, including switching, routing, and security.
You must be Customer Focused and have a love for helping customers and delivering satisfaction even when faced with difficult customers.
Strong written and verbal communications and email etiquette skills. You will be asked to do a writing sample (typed on a laptop) during the interview.
A positive attitude and friendly outgoing personality.
Preferred Skills:
BS in Computer Science/Information Systems or equivalent technical experience preferred.
3-5 yrs experience as a support engineer or in IT or network operations support or application engineering role.
Strong oral communication skills, including the ability to present technical information in user-friendly language.
Strong team player possessing the willingness to seek feedback, adapt practices and continuously learn and evolve.
Ability to handle constantly changing flow of traffic: remain productive during slow times, be able to multitask effectively during busy times, exercise patience and professionalism during stressful situations.
Ability to prioritize and work responsibly with or without direct supervision.
Benefits Of Working At OpenDNS:
Innovative -- We aren´t a social networking or Web 2.0 photosharing site. We work on core Internet protocols and make them better.
No ladders to climb -- We keep a relatively flat corporate structure that promotes fast movement and flexible teams.
Meritocracy -- The best ideas win, regardless of where they come from.
Time off to relax -- As a startup, we work our butts off. That´s why it´s important to get away to clear your mind from time to time. Three weeks and 10 company holidays make that easy.
Technologists -- We are a company of engineers and technologists passionate about delivering a better Internet.
Offsites -- It takes getting away for a day every quarter to focus on where we want to be as a company and how we´re going to get there.
No timecards -- We have a few weekly team meetings, but other than that delivering results counts for a lot more than sitting in your chair.
Food -- Hard work makes you hungry. We keep a well-stocked kitchen with everything from cereal to ice cream.
Frosty beverages -- Fridays often end with some nice frosty brewed beverages and good conversations.
Breakfast by the Founder/CEO -- The early bird gets the worm, or in our case waffles on most Wednesdays, served by our Founder/CEO.
Insurance -- We´ve got you covered from your head to your toes. Medical, Dental and Vision.
401(k) -- We´re set up to help our team members practice responsible fiscal management.
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