[KITlist-Tech] Technical Support Engineer (Sunnyvale, CA)

Please direct your responses to: recruitment@criticalpath.net

TECH SUPPORT ENGINEER Level 3 (Grade Level 6)

RESPONSIBILITIES

Individual will be responsible for logging and updating cases, informing customers of the status and providing solution(s) as they become known, in a professional timely fashion, over the lifetime of the support request. Support engineer should understand customer systems and configuration, analyze problems, identify defects and recommend solutions. Support Engineer will work closely with customers, other support representatives, engineers, sales people, and others as needed to gain knowledge and provide solutions. Setting customer expectations appropriately and accurately. Provide 3rd line problem solving.

REQUIRED SKILLS/EXPERIENCE

• Bachelors in Computer Science or equivalent experience and 8+ years professional experience
• Strong knowledge of SMTP, POP, IMAP, TCP/IP, DNS technologies
• Strong Unix and Windows systems knowledge
• Perl scripting and Unix shell scripting are highly desirable
• Fluent in verbal and written English
• Significant experience troubleshooting and fixing technically challenging customer issues
• Strong analytical and quantitative skills

CHARACTERISTICS

• Strong customer orientation and dedication
• Highly analytical with the ability to derive facts quickly, methodically, and accurately
• Strong communication and interpersonal skills
• Excellent time management skills
• Self-starter able to work in unsupervised environments
• Ability to absorb and articulate new technology in a way that customers can understand
• Extreme attention to detail
• Excellent English, written and verbal.

Please submit applications to: recruitment@criticalpath.net

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