Vacancy expired!
Accellion has a very dynamic environment and were looking for driven, resourceful and proactive thinkers to solve complex customer challenges. We are seeking an experienced technical support engineer to provide deployment services and technical support for products deployed as a physical or virtual appliance on-premise or off-premise in a public cloud. You will be supporting a very wide range of customers in a highly technical environment and assisting with new customer deployments.
Key Responsibilities:
Work with new and upgrading Accellion customers to deploy new Accellion solutions, alongside Customer Success Managers.
Understand customer use cases, assist customers configuring solution to meet their requirements, assist with testing and migration, provide training and support rollout of solutions.
Investigate and resolve incoming questions and issues in a timely and effective manner.
Document all customer contact and activity, including troubleshooting steps and problem resolution and deployment progress, in our CRM system.
Create knowledgebase articles and internal documentation.
Participate in out-of-hours on-call rotation.
Requirements:
Minimum of 2-3 years of hands-on experience supporting global enterprise software companies.
Specific intermediate level of knowledge in resolving complex product issues, security software products preferred.
System Administration in LAMP environment (Linux, Apache, MySQL, Perl/Python/PHP).
Familiarity with enterprise environments: Directories (LDAP, Active Directory), single sign-on, Windows SharePoint.
Networking, firewalls, routing issues, WAN, VPN, proxy, and DNS.
Understanding of protocols including DNS, SMTP, SFTP, HTTPS, SNMP, SSL, SSH etc.
Technical proficiency in Windows desktop and server environments, networking, security, virtual platforms, mobile devices and web applications.
Strong customer service skills with high level of professionalism and ability to work in complex situations.
Ability to manage time proactively as well as reactively when working on new deployments.
Excellent oral and written communication skills with both technical and non-technical audiences.
Must be self-motivated, able to multi-task and manage priorities effectively and work well as a part of a globally distributed team.
Bachelors degree in Computer Science, Computer Engineering or a related field preferred.
Location: Portsmouth, NH
Accellion, Inc. provides the leading secure content platform that increases enterprise productivity and ensures data security and compliance. More than 12 million users and 2,000 of the worlds leading corporations and government agencies use Accellion to enable secure access to enterprise content from any device, thereby increasing business productivity and ensuring enterprise security and compliance.
