EfficientIP · 3 hours ago
Level 2 Technical Support Engineer
Malibu, CA
Full-time
Remote
Entry, Mid Level
1+ years exp
Maximize your interview chancesComputerInfrastructure
Insider Connection @EfficientIP
Get 3x more responses when you reach out via email instead of LinkedIn.
Responsibilities
Maintain the knowledge base of the EfficientIP Technical Support Team based on your day-to-day experience.
Ensure an in-depth follow-up of the support activity for certain sensitive customers or issues.
Follow escalation procedures and ensure that the service provided meets technical support commitments.
Contribute to the improvement of the added value of the Support Team by providing appropriate methodology and procedures to limit the number of escalations to the Level 3 Escalation Team.
Designing and developing one or more courses of action, evaluating each of these courses in a test case environment and implementing the best solution to the problem can be required.
Qualification
Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.
Required
Degree in Computer Science and Telecommunication desired but not compulsory, depending on work experience.
Technical Support, Network Support, Systems Administration, Help Desk or Configuration Management and enjoy dealing with Customers.
1-3 years work experience with DNS, DHCP, IPAM, TCP/IP network architectures, HTTP/HTTPS and other Internet protocols.
Must be located on the West coast.
Advanced experience with TCP/IP network architectures on various platforms (Unix, Linux, Windows, etc.) and how those platforms interoperate with DNS and DHCP.
Knowledge of Unix systems is required.
Understanding of public DNS design principles, DNS platforms such as BIND and the DNS protocol itself.
Advanced understanding of the DHCP protocol and its fundamentals.
Proven ability to clearly and effectively interact and communicate with customers in a friendly and personable manner via email and/or phone.
Research, resolve, and respond to customer questions and call-backs in a timely manner and in accordance with established standards, policies, procedures and service level agreements.
Acquire and maintain current knowledge of product offerings and support policies to provide technically accurate solutions to customers.
When needed, escalate issues to appropriate individuals based on established guidelines and procedures.
Ability to exercise judgment using procedures and practices to determine the appropriate course of action.
Preferred
Familiarity with IP Address Management (IPAM) and Microsoft Active Directory would be desired.
General understanding of HTTP/HTTPS and other Internet protocols including their performance characteristics.
Company
EfficientIP
EfficientIP provides solutions to address organizations' needs to drive business efficiency through network services availability, security.
201-500 employees
Funding
Current Stage
Growth StageTotal Funding
$11MKey Investors
Jolt Capital
2019-12-17Series B· $11M
2017-06-09Secondary Market· undefined
Leadership Team
Jerome Arnaud
Chief Financial Officer
Company data provided by crunchbase
