Customer Support Engineer

Customer Support Engineer

Customer Support Engineer
Tracking Code
3508
Job Description

Known for its leading edge, security technology Blue Coat Systems helps organizations make the Web safe and productive for business. Pave the road to your future if you are ready for a challenging and rewarding opportunity. We invite you to explore our current opportunities and submit your resume today.
Imagine being excited to come to work each day…in a casual dress, fast-paced, dynamic environment surrounded by smart people and powerful technology…picture yourself making a difference for a company where you can see the results of your efforts and your opinion is valued. The possibilities are endless!Job Description
This is an exciting customer facing role providing second/third level technical support to Blue Coat’s Customer and partners across the Asia Pacific region. You will be a key member of the APAC customer support team ensuring that customer’s technical issues are driven to a complete and satisfactory resolution. Customer interaction is performed via phone, email, and web and warranted by customer response time commitments established by Bluecoat Technical Support. On occasion there may be opportunities to provide face to face support to customersResponsibilities
* Provide technical assistance to customers and partners in diagnosing and resolving complex software, hardware and networking issues while maintaining high customer satisfaction. This could involve working across cross-functional organizations such as the product support specialist team, systems engineering and product development.
* Works on problems of diverse scope where analysis of data requires evaluation of identifiable factors. Demonstrates good judgment in selecting methods and techniques for obtaining solutions.
* Use available support tools to diagnose and resolve product and technical issues
* Document all customer interactions, status updates and resolutions in the existing case management tools and knowledge based systems. Provide timely updates to customers
* Create clear and concise documentation in the form of case management notes, technical tips, knowledge base articles and white papers.
* Complete assigned projects including; documentation & process reviews, Beta product participation, proof of concepts, product demos, and presenting at technical forums.
* Participate and provide feedback to product design and technical reviews relating to new features and enhancement
* Responsible for the execution of job responsibilities to meet key performance indicators, relevant metrics and commitments
* Ensure personal career development through regular participation in new product & technology transfer training, through attendance at any outside seminars & training programs (external and internal) coordinated by Blue Coat, through self-directed exploration of available reference materials, and through seeking coaching and mentoring from management, technical experts and other senior members of the organization
Required Skills

* Layer 2-7 focus on Ethernet, Fast Ethernet, IP Protocols, and applications
* Experience using telecomm and networking tools such as Wireshark or SnifferPro
* Application and routing protocol knowledge; advanced TCPIP, routing, NAT, DNS, DHCP, HTTP, MMS, RTSP, FTP, IM, Firewalls, QoS
* Working knowledge of the inter-operation of remote access technologies: RADIUS, ACE, VPNs, LDAP, NTLM, firewalls, etc.
* Working knowledge of Internet Services: Web Services, Media Servers, Proxy services, browser and media player operations.
* 3+ years of experience working with customers in a fast-paced, hi tech, support related position or similar engineering role.
* Bachelor's degree in Computer Science or equivalent experience in a related field
* CCNA and/or CCNP and/or CCIE  and/or CCSP and/or CISSP desired
* Experience with Blue Coat Systems and/or other network-internet security products desired
Required Experience

* Ability and willingness to work directly with customers on resolution of complex technical issues.
* Have an analytical mind which can apply trouble shooting skills and problem solving techniques to systemically and methodologically, create test plans, identify root cause and lead to satisfactory resolution of customer problems
* Able to evaluate information quickly, identify key issues and formulate conclusions based on sound, practical judgment, experience, and common sense.
* Excellent written and verbal communication skills. Communicates honestly, openly, and consistently. Shares information appropriately and involves the customer in solving problems
* Must be a team player and work well in a team environment. Able to build productive working relationships with customers and internal personnel based on mutual respect and good rapport. Is and effective listener
* Passionate about technology with an eagerness to learn new products and technologies quickly and proficiently
* Flexible with the aptitude to manage multiple tasks in a fast-paced, dynamic environment while meeting commitments and deadlines
* Strong customer orientation being proactive and positive by nature
* Maintains the highest standard of personal conduct in performing all duties


Job Location
Kuala Lumpur, MALAYSIA
Position Type
Full-Time/Regular
Salary
Malaysian Ringgit (MYR)