Staff Customer Success Engineer - Bogota, Colombia - Trellix

Trellix

Empresa verificada

Bogota, Colombia

hace 1 semana

Publicado por:

Carolina González

beBee Recruiter

Descripción

_Role Overview:
_

As a Customer Success Staff Engineer, you possess a proven aptitude for learning new technologies and improving your level of expertise constantly, in a proactive self-driven manner.

You are highly analytical with the ability to derive facts quickly, methodically, and accurately. In this role you will work to solve product and network problems of medium complexity. You will act as an escalation point for less experienced team members. You will effectively configure and utilize complex lab setups to duplicate and solve Customer reported problems. Creative problem-solving skills and resourcefulness are key attributes.

What You Will Do:

Responsible for responding to escalated customer support cases via phone
Troubleshoot and accurately document customer issues. Understand customer systems and configuration, identify problems and recommend solutions.
Provide regular communication to the customer in a timely and professional manner.
Contribute to Support Documentation and Knowledge base articles
Mentor and train less experienced colleagues
Take ownership of customer issues when escalated by customers, management or Level 2 colleagues. Drive to resolve issues effectively, escalating cases to development teams where necessary
Participate in the testing of new product builds and releases
Proactively identify potential product/process weakness, research potential fixes with relevant internal teams and management
Be the focal point for customers regarding product problems, network issues, alert & detection efficacy, and setup/configuration/access to products
Use your highly analytical skills to derive facts quickly, methodically, and accurately

About You:

5+ years of experience in the Technical Support field, Support Centre experience an advantage
Ability to communicate effectively both verbally and in writing with customers as well as with internal engineers
Excellent time management and troubleshooting skills
Eagerness to learn new technologies/skills
Highly Proficient in Microsoft and Linux Operating Systems, comfortable working at CLI and having Administration experience
Experience of indepth Log Analysis using command line tools
Intermediate knowledge of networking technologies, internetworking devices and protocols
Intermediate level knowledge of Firewall, VPN, IDS and related network security design and implementation;
Must be able to read, write and speak English fluently and idiomatically, including technical concepts and terminology. Multiple language skills a plus.
Possess a proven aptitude for learning new technologies and progressing your level of expertise constantly, in a proactive selfdriven manner
Creative problemsolving skills, resourcefulness are key attributes
Must have US Citizenship (For US based Engineers ONLY)

Preferred Technical Qualifications:

Microsoft or Linux Certified
MCSE

Cisco Certified

CCNA, CCNP/CCIE a plus
Firewall, VPN, IDS and related network security design and implementation;
Endpoint security experience, including network design, implementation, and management;
Security network, and systems related professional certifications are a plus;
Microsoft Windows, Linux, Unix System administration, TCP/IP, DNS, and troubleshooting experience.
Basic C/C++, Java, Ruby, python experience.

_Company Benefits and Perks:
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We work hard to embrace diversity and inclusion and encourage everyone to bring their authentic selves to work every day.

We offer a variety of social programs, flexible work hours and family-friendly benefits to all of our employees.

Pension and Retirement Plans
Medical, Dental and Vision Coverage
Paid Time Off
Paid Parental Leave
Support for Community Involvement

We're serious about our commitment to diversity which is why we prohibit discrimination based on race, color, religion, gender, national origin, age, disability, veteran status, marital status, pregnancy, gender expression or identity, sexual orientation or any other legally protected status.