Technical Support Engineer

The Position :

As a Technical Support Engineer for CensorNet, you will be part of a team responsible for Post-Sales support, Proof of Concept support, and technical training to our End Customers and Channel Partners, as well as backing up our Pre-Sales team. This is a remote position, ideally looking for candidates in Northern California, but open to other locations as well. Support experience (phone, email, ticketing system) is a must for this role.

The role will involve assisting new and existing customers to install, use and maintain the company’s key products, so a background in computer networking is essential. While product training will be given, it is essential that the person should already have significant experience of Ubuntu or Debian Linux as well as excellent working experience of Windows network principles (domains and Active Directory a must), RADIUS, IIS, and Firewalls. Experience working with proxies is highly desirable. The person should also be an excellent verbal and written communicator, and be happy to troubleshoot problems with a desire to find a resolution as quickly as possible.

This job requires a lot of initiative on your part. A self-starter with the motivation to get things done will be successful.

CensorNet is known worldwide for excellence in Pre- and Post-Sales support, and our success hinges on successful partnerships in the IT security ecosystem.

Tasks :

Your primary duty will be to provide 1st class support to our customers, but you will also need to be flexible enough to back up our Pre-Sales team in setting up PoC’s with customers, remotely. You will be a member of the worldwide support team and be exposed to all the latest technologies in IT Security. You will provide technical training to End Customers and Channel Partners, and be their GoTo person for all technical issues.

Travel:

Travel will be minimal but you will be expected to:

Participate in relevant technical forums, conferences, trade shows, etc.
Required to travel when needed for on-site engagements in North America.
Participate in occasional corporate events and training in Europe. (Typically, no longer than a week).

CenorNet is growing quickly and you will have the opportunity to grow your responsibilities and leadership talent with us.

Compensation :

CensorNet offers a competitive salary plan consisting of a fixed component, an incentive plan, and benefits commensurate with the position and industry norms.

Work permit etc .:

You absolutely need to be legally allowed to work in the US. The Company does not sponsor work visas or contribute towards relocation.

Desired Skills and Experience :

You are an open-minded and sociable person, and can excite others about our products.
You thrive in a fast-paced startup environment, with a very low power distance and flat hierarchy.
You have a strategic mindset and focused on creating sustainable results.
You work well under pressure, and can prioritize your own time independently.
You have a solid technical understanding and interest, and can passionately relay your knowledge.
You understand and enjoy creating results through others as much as an individual contributor.
You understand and appreciate the importance of quick and qualified customer service.
You thrive in situations where you are the center of attention, and enjoy presenting and training in technical subjects.
You have a relevant technical educational background.

Responsibilities:

Respond quickly to email, live chat and telephone contacts from customers and partners
Diagnose and repair issues in our product range
Advise customers on installation and deployment
Assist customers in upgrading and maintaining all company products
Maintain and update cases and account information in the company database
Debugging products and preparing bug reports for the development team

Experience :

You are probably a successful Systems Engineer or Pre/Post-Sales Support Engineer with a proven track record (5 years plus preferred) or in a similar position in the IT security industry or a related part of the industry. You know the ins and outs of the IT security market. Through your experience, you have become confident in presenting to both technical, commercial and managerial audiences at customer organizations. You keep current with technology advances.

Specifically, you have experience with technologies like:

Remote Access :