Neoteris is hiring!!! - Technical Support Engineer - Mt. View, CA

Neoteris is the leader in application-layer security infrastructure products, and we're growing fast. Sales have doubled quarter/quarter since our first product shipped in late 2001 and we're backed by some of the smartest money in Silicon Valley - Jim Clark, NEA and Battery Ventures who lead our recently announced Series C (www.neoteris.com/news/pr3-24- 2003.html). We were also recently named as the market leader in our space by Gartner (http://www.neoteris.com/news/pr4-10-2003.html). With numerous industry awards under our belt (www.neoteris.com/news/awards.html) we're a well-positioned category leader ready to take it to the next level...are you?

As a key member of the Neoteris Customer Support Team you will be responsible for consistently delivering high-quality technical support via telephone and electronic communications. You must be a team-oriented individual who thrives upon customer advocacy in accurately documenting customer issues, reproducing and escalating problems, and ultimately driving timely resolution to customers needs.

RESPONSIBILITIES:
Provide both hardware and software technical support on Neoteris products. This Support may involve configuration assistance and troubleshooting of redirection devices and other peripheral networking equipment. On site troubleshooting and travel may be a requirement from time-to-time.

Must possess the ability to independently work on consultation to debug broad, complex and unique networks with mixed media & protocols. The qualified candidate will also document and reproduce customer related networking problems, and if required coordinate fixes between the customer and Neoteris' Engineering Department. Other duties and responsibilities may include, but are not limited to:

• Develop common question and answer documentation to be included in department knowledge base.
• Managing critical customer accounts and escalation requests.
• Mentorship of newly hired Support Engineers and peers on technical areas of specialty.
• Act as team escalation point for difficult technical and customer issues.
• Participate as a technical expert in product marketing meetings and support readiness project work.
• Provide regular progress updates to customers with open service issues.
• Document all actions taken towards resolving customer issues in contact tracking database.
• Provide overflow coverage for Neoteris phone support requests, as needed.
• Will require some weekend work and/or pager rotation coverage.

TECHNICAL QUALIFICATIONS:
Requires a strong background in internetworking and LAN data communications. Three plus year's experience in support of TCP/IP network operations is preferred Must also have an excellent knowledge of web applications and security:

• HTTP, HTTPS, HTML, JavaScript, RSA/ ACE Servers, Windows NT Domains, LDAP, NIS, Radius Servers, and web proxies:

Supplemental skill sets include:
- Multi-vendor firewall and load balance configuration experience

• TCP/IP in switching and routing, and DMZ environments
• Basics of IP routing protocols - static, RIP, OSPF, BGP
• Unix and NT administration skills a plus

Email Proxy Knowledge:
- IMAP4, POP3, MAPI, SMTP and Lotus Notes

• Experience working with network analysis tools and trace analysis of packets and protocols is required.

SOFT SKILLS:
Excellent written and verbal communications skills are required, along with good personal organizational skills and the ability to provide leadership for front line Technical Support Engineers. A solid customer service attitude is required.

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EDUCATION:
BSCS/BSEE or comparable training in Computer Science or Electrical Engineering with equivalent work experience in computer, data communications or related customer service field. At lease 3 - 6 years professional work experience is required.

Interested parties should send a resume/email to jobs@neoteris.com for consideration. Received on Mon May 5 23:06:30 2003