• Participate with members of the product development core team representing the Support organization on product decisions
• Work closely with Development and QA to ensure customer product issues are resolved appropriately
• Provide effective and timely communication to support teams
• Inform support teams on technical details of new product versions
• Provide technical support to customers on specific products, primarily over the telephone and through email, but may involve some travel.
• Document issues and enhancements
• Maintain knowledgebase and other knowledge transfer systems

Experience

• Friendly, open, approachable, positive attitude
• Effective problem resolution
• Extensive troubleshooting and testing skills (i.e. analytic, be able to narrow down on a problem, use documentation, tools, etc to troubleshoot)
• Excellent communications skills (written and verbal) at multiple levels with customers (i.e. technical / management)
• Ability to maintain professional poise under pressure
• Ability to act as a resource and handle highest level of escalation
• Ability to provide technical training
• Ability to coach and mentor others
• Ability to multi-task and prioritize
• Attention to detail
• Self-motivated
• Excellent organization skills
• Strong understanding of Microsoft / UNIX operating systems
• Knowledge of Network Security, switching, routing/routing protocols, IP, Firewalls, VPN's.
• Good SQL skills.
• Experience in IT providing technical support
• Degree in Computer Science or equivalent qualification
• Preferred: MSCE, CCNA, CISSP or similar industry-recognized certifications