Technical Support Engineer 2

Company Overview

The Accellion enterprise content firewall prevents data breaches and compliance violations from sensitive third party communications. With Accellion, CIOs and CISOs gain complete visibility, compliance and control over IP, PII, PHI, and other sensitive content across all third-party communication channels, providing secure email, secure file sharing, secure mobile file sharing, enterprise app and Microsoft Office plugins, secure web forms, secure file transfer like SFTP, and enterprise workflow automation. Accellion has protected more than 25 million end users at more than 3,000 global corporations and government agencies, including NYC Health + Hospitals; KPMG; Kaiser Permanente; Latham & Watkins; National Park Service; Umpqua Bank; Tyler Technologies; and the National Institute for Standards and Technology (NIST). For more information please visit www.accellion.com or call (650) 485-4300. Follow Accellion on: LinkedIn, Twitter, and Accellion’s Blog.

Position

At Accellion, we are focused on building solutions that enable millions of users to securely share files with the outside world. Our platform provides enterprise security and governance over content exchange, prevents data leaks, and protects against malicious cyber-attacks.

The Technical Support Engineer II position is based in Singapore and entails providing customer support and installation services for products deployed as a physical or virtual appliance on-premises or off-premises in a public cloud. You will be performing customer installations, supporting customer inquiries, educating customers on our service offerings, and providing web product demonstrations as required.

This position is based in our Singapore office; only Singapore citizens and permanent residents will be considered.

Key Responsibilities

• Investigate and resolve incoming questions (via phone and email) and issues in a timely and effective manner. You will be on call as scheduled to support customers in Asia and Australia and would also be expected to work with the US/UK based support team to assist our customers in Europe and the Middle East.
• You would work with the professional services group on remote and on-site customer installations.
• You would document all contact activity, including troubleshooting steps and problem resolution, using CRM.

Requirements

• Diploma, bachelor’s, or master’s degree in computer science, computer engineering, or a related field.
• 4-5 years of hands-on experience supporting global enterprise software companies.
• Specific, intermediate knowledge in the following areas is desirable:
• Experience resolving complex product issues; security software products preferred.
• System administration in LAMP (Linux, Apache, MySQL, Perl, Python, PHP).
• Familiarity with enterprise environments, such as directories (LDAP, Active Directory), single sign-on, Microsoft SharePoint.
• Networking, firewalls, routing issues, WAN, VPN, DNS, and proxy.
• Understanding of protocols, such as 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 a high level of professionalism and ability to work in complex situations.
• Outstanding oral and written communication skills with both technical and non-technical audiences.
• Must be self-motivated, able to multitask and manage priorities effectively, and work well as a part of a globally distributed team.
• Exhibit extremely high ethical standards and code of conduct.
• Passion for Accellion’s space and mission.

Compensation/Perks

You will be rewarded with a competitive compensation package, including excellent benefits and stock options. Other benefits include: medical, dental, and 18 days of PTO, going up to 21 days after 3 years.