Technical Support Engineer

NextLabs is a security software company focused on developing mission critical next generation policy enforcement infrastructure and system software. NextLabs provides large enterprises with active, policy-driven control of their information network wherever and whenever it is used by employees, contractors and partners. Our policy management platform and universal enforcement solutions enable centrally managed information security control policies across all applications, data and digital business processes. The NextLabs is looking to expand our Technical Support organization. Your will be one of the designated point of contact for customers. Technical Support team will provide product knowledge and expertise about NextLabs’ Policy Platform and product family, will craft and implement support solutions that resolve customer issues and build customer goodwill for the long term. In this role, you will work closely with customers, Engineering, Sales and Professional Services organization to achieve excellent customer satisfaction with NextLabs’ F2000 customer base. Your team will create and manage NextLabs Knowledge Base, track support issues reported by customers and ensure that issues are followed through to resolution. Responsibilities include but are not limited to: Work efficiently with Technical Support, QA, Engineering, and Customer IT personnel to identify and solve customer issues. Create technical notes and develop case resolution report to contribute to the Technical Support Knowledge Base. Track support issues reported by customers and ensure that issues are followed through to resolution. Ability to create and manage cross-functional project teams to address complex technical issues. Help develop specification of requirements and development of support tools to automate common support processes or customer diagnostics. Build and maintain strong customer relationships and contribute toward a strong customer-oriented corporate image. Maintain deep understanding of NextLabs product and integrated third-party products. Train customer IT helpdesk personnel on NextLabs products, best practices and technical procedures for operating enterprise class policy management system. Participation in on call rotation carrying the after hours emergency support phone/pager. Creation of knowledge articles for relevant cases and general issues for the NextLabs technical support knowledge base. Tracking/performing technical activities and processes within technical support to ensure customers are handled within defined NextLabs quality standards. Making decisions on case escalations based on customer business situations by working with management and executive teams. Representing technical support to other departments as a customer advocate. Requirements: Strong analytical skills to analyze complex technical problems and develop strategies for solution development. Business processes analysis skills to analyze customer process issues and develop strategies for solution development. System administration skills on Windows system and network environments. System administration skills on one or more relational database platforms such as MS SQL Server, Oracle or DB2. Experience with use and configuration of AD/LDAP directory services and VM Ware virtualization infrastructure will be a plus. Experience with programming or scripting. Knowledge of diagnostic tools and analysis. Strong organizational skills and interpersonal skills. Clear, effective and timely oral and written communications for IT and Management audiences. Self motivated and presents a positive attitude in dealing with customers and co-workers. Education: BS in CS, MIS, EE, or any Engineering degree Interested candidates may email resume #J-18808-Ljbffr