Technical Support Engineer - Customer Support

NextLabs is a security software company focused on developing mission critical next generation policy enforcement infrastructure and system software. NextLabs provides large enterprises with active, policy-driven control of their information network wherever and whenever it is used by employees, contractors and partners. Our policy management platform and universal enforcement solutions enable centrally managed information security control policies across all applications, data and digital business processes.

NextLabs is looking to expand its Technical Support organization. You will be one of the designated points of contact for customers regarding technical issues. The Technical Support team resolves all product-related customer issues, hence helping to build strong relationships and long-term trust in NextLabs’ Policy Platform and product family. In this role, you will work closely with customers and NextLabs’ Engineering, Sales and Professional Services organization in order to achieve excellent customer satisfaction with NextLabs’ F2000 customer base. The team will create and manage NextLabs Support Knowledge Base, track support issues reported by customers and ensure that issues are followed through to resolution.

Responsibilities include but are not limited to:

• Work efficiently with Professional Services, QA, Engineering, and Customer IT personnel to identify and solve customer issues.
• Create technical notes and maintain cases until resolution in the Customer Relationship Management (CRM) System to add to the Technical Support Knowledge Base.
• Take ownership of customer support issues and ensure they are resolved to completion.
• Identify potential causes of issues by analyzing log files and other relevant data.
• Ability to create, lead and manage cross-functional project teams to address complex technical issues.
• Ability to replicate or set up identical scenarios internally for troubleshooting of reported issues.
• Ability to organize online sessions with customers to understand and troubleshoot the reported issues.
• Build and maintain strong customer relationships and contribute toward a strong customer-oriented corporate image.
• Maintain deep understanding of NextLabs product and integrated third-party products.
• Take part in the on-call rotation to provide after-hours emergency support, ensuring prompt response and resolution of urgent incidents.
• Creation of knowledge articles for relevant cases and general issues for the NextLabs technical support knowledge base.
• Tracking/performing technical activities and processes within technical support to ensure customers are handled within defined NextLabs quality standards.
• Making decisions on case escalations based on customer business situations by working with management and executive teams.
• Representing technical support to other departments as a customer advocate.

Requirements:

• Strong analytical skills to analyze complex technical problems and develop strategies for solution development.
• System administration skills on Windows system and network environments.
• System administration skills on one or more relational database platforms such as MS SQL Server, Oracle or DB2.
• Experience with use and configuration of AD/LDAP directory services, container-based technology or VMWare virtualization infrastructure will be a plus.
• Experience with programming or scripting is a plus.
• Strong organizational skills and interpersonal skills.
• Clear, effective and timely oral and written communications for IT and Management audiences.
• Self motivated and with a positive attitude in dealing with customers and co-workers.

Education:

• BS in CS, M0IS, EE, or any Engineering degree
• ITSM or ITIL certification is preferred

Interested candidates may email resume [email protected].