青岛招聘

Job Description
The Support Engineer provides advanced technical support in a professional manner, resolving customer issues and closing customer trouble tickets efficiently. The support engineer will support small, medium, large (Fortune 500) and often strategic IronPort customers during both pre-and post-sales periods. The support engineer will be responsible for ensuring that the customer relationship is managed through proactive customer communications, by providing rapid response and guaranteeing that estimated response times are communicated up front.


Primary Responsibilities:
Provide technical support for IronPort ESA customers, VARs, and Distributors via telephone, email. Normally receives little instruction on day-to-day work, general instructions on new assignments.
Responsibilities include, but not limited to:
Logging and resolving customer calls
Work with customer to understand their concerns
Triage/root-cause the problem
Provide status to the customer and sales team (as necessary)
Submit Bug reports to Engineering
Submit Enhancement requests to Product Management
Track problems until they are resolved to the customer's satisfaction
Attending IronPort product training and other industry courses necessary to provide effective technical support.

Required Experience and Skills:
*Absolute passion for customer satisfaction.
*Previous experience in a Customer Support role.
*Extraordinary troubleshooting skills and diligence.
*Strong English Communication Skill
*Strong networking knowledge and understanding of switches, routers, firewalls and subnetting.
*Good working knowledge of standard protocols such as SMTP, DNS, FTP, SSH, TCP/IP.
*Experience working with Unix/Linux command line.
*Ability to clearly follow processes and procedures.
*Ability to make decisions using critical reasoning.

Desired Skills:
*2 to 3 years IT operational background.
*Technical proficiency with email and the email infrastructure or web security technologies and networking infrastructure.
*Email administration, Anti-Spam and/or Anti-Virus experience desired.
*Experience with LDAP and Windows Active Directory Service a plus.
*Experience deploying and maintaining Microsoft Exchange (2000/2003) a plus.
*Personal Characteristics:
Passion to proactively seek ways to make our customers happy.

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Chowbus 总部设立于美国芝加哥，员工将近500人，前些日子公司在3个月之内完成了A轮和B轮的融资，总融资额达到了6800万美元。
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