Customer Service Engineer
Overview:
A Customer Service Engineer has solid know-how of the Solera Networks product family and its underlying technologies. They have experience in providing customer support over the phone and vie e-mail. This position has no direct reports and usually works very independently on the cases assigned to them.
This position reports directly to the Director of Operations.Job Description & Responsibilities:
- Resolving support cases.
- Working with limited to no supervision.
- Proactively stay up to date with all the latest technologies concerning company's products and the underlying technologies and disseminate this knowledge to other engineers.
- Recognize and escalate difficult technical / business issues within the Sales, Customer Support, and
- Act as a liaison to Engineering and manage Engineering escalations
- Work cross functionally with other departments, such as support and/or product development personnel to troubleshoot and workaround product issues
- Create Knowledge Base Articles / Technical Notes
- File enhancement requests and work with product management / product marketing to understand requested product enhancements
- Listen, comprehend and communicate technical information to customers.
- Must demonstrate high Emotional Intelligence.
- All other duties as assigned.
Minimun Qualifications:
- BS or MS in CS/EE
- 3 Years experience with Technical Customer Service
Benefits:
- Competitive compensation package, bonus incentives, and stock options
- Health insurance, dental
- Long term disability insurance, health care flex spending accounts
- Generous annual vacation plus sick time
About Solera Networks:
Solera Networks is a fast growing software/hardware company based in South Jordan, UT. We have developed industry-leading technology that is changing the face of network forensics. Solera Networks strives to attract, cultivate and retain exceptional talent and is now looking for an experienced customer support engineer with experience, talent and a good work ethic. If you are interested in a growth opportunity, we encourage you to apply.
Location: South Jordan, UT
Solera Networks, Inc. is an Equal Opportunity and Affirmative Action Employer
To apply for the Customer Service Engineer position, please email us (subject:Customer Service Engineer) and attach your resume: jobs@soleranetworks.com