engineer for our Customer Service team, with experience serving as front-line,
client-facing service and technical support for an enterprise-class
cybersecurity software vendor. The Customer Service Engineer serves as an
expert on the Unbound Platform, and a designated technical support contact to
Unbound’s customers. The Customer Service Engineer works with the customer
team to deliver and manage the resolution of complex issues with the full
context and understanding of the customer’s specific product and technology
environment.
Requirements
A Customer Service mentality and passion for delivering customer satisfaction
through the successful resolution of questions, comments and issues.
* 3+ years of Customer Service and Technical Support experience
* Ability to function as Technical Support across Tier 1 (Basic help desk resolution and service desk delivery), Tier 2 (In-depth technical support) and Tier 3 (Expert product and service support) level issues.
* Deep cybersecurity experience and expertise, gained from previous similar roles with a software and/or service provider or in a similar capacity customer-side in an enterprise environment
* Deep knowledge of Linux and Microsoft Windows operating systems.
* Deep familiarity in securing Internet applications, e.g., cryptography, standards, methods.
* Ability to perform in a challenging, fast-paced technical and business environment, and to maintain a professional image while working under pressure.
* Experience with system and networking products such as firewalls, proxy, DB’s and Load balancers.
* Able to work to important deadlines and manage time effectively
* Demonstrated ability to manage projects and process, organize, plan and carry out assignments with minimal supervision.
* Any of the following certifications: CISSP, CCNA, CISM, MCSE is an advantage
* Knowledge of Public Key Infrastructure (PKI) including technology, standards, and implementations is an advantage.
* Technical BA/BSc degree or equivalent combination of education and experience in a computer technology field
* L3 Technical Expertise
Responsibilities
* Provide a high level of service to our customers with fast and professional responses to any question, comment or issue related to the Unbound solution
* Develop good and respected relationships with internal and external customers by providing accurate, courteous and efficient service & support.
* Adhere to our strict SLAs for response and deployment of service releases, patches, requests and customizations
* Analyze customer’s questions, comments and issues by using remote access, problem determination, workaround resolution, root cause analysis, major incident management
* Answer questions from existing and prospective customers about the current features and capabilities of Unbound Solutions
* Communicate customer needs and wishes to Unbound’s product development team
* Participate in the creation and improvement of Unbound Customer policies, procedures and guidelines relating to Customer Service.
* Serve as a technical and subject matter expert for the Unbound solution
* Work effectively with the internal Unbound QA and R&D/Development to troubleshoot and resolve complex product issues.
* Ensure that solution and application support documentation is maintained to the highest quality and accuracy
* Produce high-quality supplementary technical solutions documentation.
* Build complex reference environments for the reproduction of customer issues
* Develop a deep understanding of all Unbound Security products, contracts and licensing
* Assist to develop integrations of Unbound solutions with 3rd party solutions (i.e. databases, code-signing solutions).
* Take part in UAT testing, to ensure Customer defects are resolved according to specification and enhancement requests are delivered according to requirements
