The Technical Services Engineer II is responsible for providing technical support and deployment services for products deployed as a physical or virtual appliance on-premise or off-premise in a public cloud. The role supports a very wide range of customers in a highly technical environment and assisting with new customer deployments.

Key Responsibilities

  • Investigate and resolve incoming questions (phone and email) and issues in a timely and effective manner.
  • Work with new and upgrading Accellion customers on deployment of new Accellion solutions, alongside Customer Success Managers.
  • Document all customer contact and activity, including troubleshooting steps and problem resolution and deployment progress, in our CRM system.
  • Create knowledgebase articles and internal documentation.
  • Participate in out-of-hours on-call rotation.

Requirements

  • Minimum of 2-3 years of hands-on experience supporting global enterprise software companies.
  • Specific intermediate level of knowledge in resolving complex product issues, security software products preferred.
  • System Administration in LAMP environment (Linux, Apache, MySQL, Perl/Python/PHP).
  • Familiarity with enterprise environments: Directories (LDAP, Active Directory), single sign-on, Windows SharePoint.
  • Networking, firewalls, routing issues, WAN, VPN, proxy, and DNS. 
  • Understanding of protocols DNS, SMTP, SFTP, HTTPS, SNMP, SSL, SSH etc.
  • Technical proficiency in Windows desktop and server environments, networking, security, virtual platforms, mobile devices and web applications.
  • Strong customer service skills with high level of professionalism and ability to work in complex situations.
  • Ability to manage time proactively as well as reactively when working on new deployments.
  • Excellent oral and written communication skills with both technical and non-technical audiences.
  • Must be self-motivated, able to multi-task and manage priorities effectively and work well as a part of a globally distributed team.
  • Bachelor’s degree in Computer Science, Computer Engineering or a related field preferred.

Compensation/Perks

You’ll be rewarded with a competitive compensation package including excellent benefits and stock options. Other benefits include: medical, dental, vision, 401k with match, open vacation plan, plentiful free food and drinks (once we are back in the office), and more!

Location: Portsmouth, NH

Company Overview


To Apply

If you are interested in applying for this job, please send your resume to jobs@kiteworks.com and include the job title in the subject line.

This opportunity is for people interested in full-time work. No contractors, consultancies or recruiters will be considered. Local candidates only.  We are an Equal Opportunity Employer.

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