南京招聘

?       Provide Technical support in Mandarin and English to partners and customers on sonicwall products through Phone/Web & emails

?       Work closely with the Support, Sales, R&D and PM teams and drive complex, high profile customer escalations to closure within the published SLAs and ensure the customers are delighted with the service and resolution

?       Collaborate with the R&D, Product Management, Operations, System Engineers/Sales and other cross functional teams and provide customer feedback to improve the product usability, supportability, quality and play a key role in enhancing the customer experience.

?       Participate in the NPI process and work with Engineering and the Product Marketing teams on the new technology introductions and remain technically competent with all the SonicWall Firewall products and functionality, supportability and diagnostics capabilities to deliver the best possible customer experience

?       Create documentation in the form of Tech. notes, RCA, KB articles, Best practices guide on the complex deployment/use cases and share this with the Escalation/Support/KB and field staff

?       Based on the Partners & Customers support data provide feedback to the R&D and PM teams for enhancing the product quality and reliability

?       Provide feedback on the customer reported issues trends, usability and supportability aspects and come up with solutions to resolve/deflect these issues

?       Occasional travel to the customers deployment sites on a short notice is required

职位要求：

?       BS degree in Computer Science/Electrical Engineering; MS degree and/or Professional certifications from SonicWALL, ISC2 (CISSP), Cisco (CCNP/CCIE), Microsoft, etc...preferred

?       5+ years of product support experience related to Network/Security products in large enterprise IP networks/Data Centers

?       2+ years of customer facing Technical support experience in handling Internet security products like Stateful/Application firewalls and any of the technologies like IPSec VPN,  Anti-Virus, IPS, SSL or Wireless network product

?       In-depth knowledge of the Network protocols: TCP/IP, SSL, DNS, DHCP, 802.11 wireless standards and working knowledge of layer 4-7 load balancing techniques, Virtualization, Unix (Free BSD/Linux) administration

?       Published and demonstrated passion for security assessment research; Security consulting experience is a plus

?       Experience in analyzing customer reported issues trends and creating action plan to resolve issues in a timely manner based on the priorities 

?       Excellent communications skills, strong customer advocate, good organizational skills, self-driven with ability to multi-task on various projects and aptitude to learn new technologies

上海企顺信息系统有限公司是一家以独立软件开发为主的信息技术服务商，主要从事邮政、通信、教育、金融、交通、能源以及政府部门等领域的应用软件研发、系统集成、培训、技术支持、咨询、服务，是经过国家认定的高新技术企业和软件企业，公司拥有一支主要由硕士、博士组成的技术团队，具备强大的研发实力。
企顺公司是IBM公司的重要合作伙伴，长期为IBM公司提供软件开发与汉化服务，能够提供基于IBM软硬件的高端系统集成服务。公司一直从事于LINUX上的集成与软件开发的研究，有自主版权的软件产品，能够为用户提供基于LINUX的系统集成方案。公司与中科院软件所下属公司有着紧密的合作关系，公司的主要技术骨干来自于科学院系统，具备很强的高技术研究能力。
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