Senior Technical Support Engineer, Security

Please send your resume to itjob@gc-employment.com, with the subject of job title "Senior Technical Support Engineer, Security"

Key Responsibilities:

· Provide Security guidance to our Customers working in conjunction with our Security teams.

· Provide high-quality, proactive support to existing customers, including proactively identifying issues, and escalating them on behalf of the Customer.

· Proactive reach-out to our customers on known Customers issues as needed.

· Handle a high volume of customer support requests that require careful scrutiny and a delicate touch.

· Manage customer expectations and experience in a way that results in high customer satisfaction.

· Build and enhance existing relationships by troubleshooting and contacting clients

· Work with customers to understand their needs and expectations and direct them to the proper solution.

· Research, document, escalate cases according to documented internal processes.

· Review support cases proactively for technical and troubleshooting accuracy.

· Root cause analysis of customer issues to Continuously improve our Processes, and our Products.

Minimum Requirements:

· BA/BS Degree ·2-5 years of prior experience in Customer Support

· CISSP certification

· Demonstrated analysis, problem solving and skills troubleshooting expertise

· Extreme attention to detail, you will be dealing with case that require focus and good judgment

· Ability to effectively prioritize and escalate customer issues as required

· Solid understanding of Internet technologies: firewalls, web servers, web proxy servers, etc.

· Understanding or experience with internet security concepts

· Understanding and experience reading/writing HTML