<html xmlns:v="urn:schemas-microsoft-com:vml" xmlns:o="urn:schemas-microsoft-com:office:office" xmlns:w="urn:schemas-microsoft-com:office:word" xmlns:m="http://schemas.microsoft.com/office/2004/12/omml" xmlns="http://www.w3.org/TR/REC-html40"><head><meta http-equiv=Content-Type content="text/html; charset=us-ascii"><meta name=Generator content="Microsoft Word 12 (filtered medium)"><style><!--
/* Font Definitions */
@font-face
{font-family:"Cambria Math";
panose-1:2 4 5 3 5 4 6 3 2 4;}
@font-face
{font-family:Calibri;
panose-1:2 15 5 2 2 2 4 3 2 4;}
/* Style Definitions */
p.MsoNormal, li.MsoNormal, div.MsoNormal
{margin:0in;
margin-bottom:.0001pt;
font-size:11.0pt;
font-family:"Calibri","sans-serif";}
a:link, span.MsoHyperlink
{mso-style-priority:99;
color:blue;
text-decoration:underline;}
a:visited, span.MsoHyperlinkFollowed
{mso-style-priority:99;
color:purple;
text-decoration:underline;}
p
{mso-style-priority:99;
mso-margin-top-alt:auto;
margin-right:0in;
mso-margin-bottom-alt:auto;
margin-left:0in;
font-size:12.0pt;
font-family:"Times New Roman","serif";}
span.EmailStyle17
{mso-style-type:personal-compose;
font-family:"Calibri","sans-serif";
color:windowtext;}
.MsoChpDefault
{mso-style-type:export-only;}
@page WordSection1
{size:8.5in 11.0in;
margin:1.0in 1.0in 1.0in 1.0in;}
div.WordSection1
{page:WordSection1;}
--></style><!--[if gte mso 9]><xml>
<o:shapedefaults v:ext="edit" spidmax="1026" />
</xml><![endif]--><!--[if gte mso 9]><xml>
<o:shapelayout v:ext="edit">
<o:idmap v:ext="edit" data="1" />
</o:shapelayout></xml><![endif]--></head><body lang=EN-US link=blue vlink=purple><div class=WordSection1><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'>While the job description presented below may be a bit verbose, we’re essentially looking for individuals with three strong skill sets:<o:p></o:p></p><p>1.<span style='font-size:7.0pt'> </span>Case Management (managing multiple support cases without dropping any of them through the cracks)<o:p></o:p></p><p>2.<span style='font-size:7.0pt'> </span>Customer Service “soft skills”<o:p></o:p></p><p>3.<span style='font-size:7.0pt'> </span>Analytical and troubleshooting skills<o:p></o:p></p><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'>Please send resumes to me.<o:p></o:p></p><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'>Thanks!<o:p></o:p></p><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'><span lang=EN-GB>David Scott<o:p></o:p></span></p><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'><span lang=EN-GB>Escalation Manager<br>Support Manager (Atlanta)<br>Actiance, Inc.<br>Enable the New Internet<br>Telephone: USA: <a href="tel:404-386-4666" target="_blank">404-386-4666</a> | email: <a href="mailto:dscott@actiance.com" target="_blank">dscott@actiance.com</a></span><o:p></o:p></p><p> <o:p></o:p></p><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto;vertical-align:top'><span style='font-size:20.0pt;font-family:"Arial","sans-serif"'>Careers</span><o:p></o:p></p><div align=center><table class=MsoNormalTable border=0 cellspacing=0 cellpadding=0 width="100%" style='width:100.0%'><tr><td width="80%" valign=top style='width:80.0%;padding:0in 0in 0in 0in'><p class=MsoNormal style='margin-top:3.15pt;mso-margin-bottom-alt:auto;vertical-align:top'>Technical Support Engineer (Req #400004)<span style='font-size:12.0pt;font-family:"Times New Roman","serif"'><o:p></o:p></span></p></td><td valign=top style='padding:0in 0in 0in 0in'></td></tr><tr><td colspan=2 valign=top style='padding:0in 0in 0in 0in'><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto;line-height:150%;vertical-align:top'><b><span style='color:#333333'>Location: </span></b><span style='color:#1D2938'>Atlanta, GA</span><span style='font-size:12.0pt;line-height:150%;font-family:"Times New Roman","serif"'><o:p></o:p></span></p></td></tr></table></div><p class=MsoNormal style='margin-top:6.25pt;mso-margin-bottom-alt:auto;line-height:150%;vertical-align:top'><b><span style='color:#1D2938'>Join Actiance and Enable the New Internet!</span></b><o:p></o:p></p><p class=MsoNormal style='margin-top:6.25pt;mso-margin-bottom-alt:auto;line-height:150%;vertical-align:top'><b><span style='color:#1D2938'>Are you an avid social media user? Do you love communicating via Facebook, LinkedIn, and Twitter? Do you use social collaboration tools so you can work more efficiently? Are you interested in helping customers use new forms of communications to engage customers in a way that meets governance and compliance guidelines? Do you love your job?</span></b><o:p></o:p></p><p class=MsoNormal style='margin-top:6.25pt;mso-margin-bottom-alt:auto;line-height:150%;vertical-align:top'><b><span style='color:#1D2938'>At Actiance, we do!</span></b><o:p></o:p></p><p class=MsoNormal style='margin-top:6.25pt;mso-margin-bottom-alt:auto;line-height:150%;vertical-align:top'><b><span style='color:#1D2938'>We're growing lightning fast, and you've got a chance to get in on the ground floor. We play in the social media, social business, and unified communications spaces. Our award-winning solutions provide marketing, governance and compliance, and eDiscovery capabilities for a range of communications channels (like the ones mentioned above). Our target audience spans marketing, compliance, legal, and IT folks. We're all about working collaboratively with the same end goal: growing the company and dominating the markets in which we play!</span></b><o:p></o:p></p><p class=MsoNormal style='mso-margin-top-alt:auto;margin-bottom:12.0pt;line-height:150%;vertical-align:top'><span style='color:#1D2938'>The successful candidate is proficient in supporting complex applications that sit at the gateway (AKA “man in the middle”) between end users inside the corporate network, and resources in the Internet, and which capture end user data, enforce policy on it, deliver it to Internet resources, and process the data as it returns to the end users’ desktop. This is <i>not</i> “desktop support”; it is support of the gateway application that processes end users’ data. The successful candidate will provide 2nd and 3rd level post sales technical support to Actiance Customers via phone, e-mail and web. Strong fault isolation and root cause analysis skills are required to diagnose and solve complex technical issues and provide timely solutions to customers in a professional manner. He/she should have the ability to manage multiple priorities in a fast paced environment, using proper discretion in evaluating/escalating customer issues and diffusing difficult situations. Regularly updating support cases and documenting technical solutions and product information in the knowledge base is required. Work to reproduce customer issues and test potential fixes. Interface with Development, Sales, QA, Marketing teams and Partners to build a positive customer experience. Traveling may be required to customer sites to assist in fault isolation and root cause analysis.</span><o:p></o:p></p><p class=MsoNormal style='margin-top:6.25pt;mso-margin-bottom-alt:auto;line-height:150%;vertical-align:top'><span style='color:#1D2938'>Responsibilities</span><o:p></o:p></p><p class=MsoNormal style='mso-margin-top-alt:auto;margin-right:9.4pt;margin-left:31.3pt;line-height:150%;vertical-align:top'><span style='font-size:10.0pt;line-height:150%;font-family:Symbol;color:#1D2938'>·</span><span style='font-size:7.0pt;line-height:150%;color:#1D2938'> </span><span style='color:#1D2938'>Troubleshooting Actiance product issues reported by customers; assisting customers in configuring Actiance products within their networks.</span><o:p></o:p></p><p class=MsoNormal style='mso-margin-top-alt:auto;margin-right:9.4pt;margin-left:31.3pt;line-height:150%;vertical-align:top'><span style='font-size:10.0pt;line-height:150%;font-family:Symbol;color:#1D2938'>·</span><span style='font-size:7.0pt;line-height:150%;color:#1D2938'> </span><span style='color:#1D2938'>Managing support cases to ensure issues are recorded, tracked, resolved, and follow ups are done in a timely manner.</span><o:p></o:p></p><p class=MsoNormal style='mso-margin-top-alt:auto;margin-right:9.4pt;margin-left:31.3pt;line-height:150%;vertical-align:top'><span style='font-size:10.0pt;line-height:150%;font-family:Symbol;color:#1D2938'>·</span><span style='font-size:7.0pt;line-height:150%;color:#1D2938'> </span><span style='color:#1D2938'>Consistent fault isolation and root cause analysis.</span><o:p></o:p></p><p class=MsoNormal style='mso-margin-top-alt:auto;margin-right:9.4pt;margin-left:31.3pt;line-height:150%;vertical-align:top'><span style='font-size:10.0pt;line-height:150%;font-family:Symbol;color:#1D2938'>·</span><span style='font-size:7.0pt;line-height:150%;color:#1D2938'> </span><span style='color:#1D2938'>Publish Technical Support Bulletins and other technical documentation in the Knowledge Base.</span><o:p></o:p></p><p class=MsoNormal style='mso-margin-top-alt:auto;margin-right:9.4pt;margin-left:31.3pt;line-height:150%;vertical-align:top'><span style='font-size:10.0pt;line-height:150%;font-family:Symbol;color:#1D2938'>·</span><span style='font-size:7.0pt;line-height:150%;color:#1D2938'> </span><span style='color:#1D2938'>Review of technical documentation for training materials, technical marketing collateral, manuals, troubleshooting guides, etc.</span><o:p></o:p></p><p class=MsoNormal style='mso-margin-top-alt:auto;margin-right:9.4pt;margin-left:31.3pt;line-height:150%;vertical-align:top'><span style='font-size:10.0pt;line-height:150%;font-family:Symbol;color:#1D2938'>·</span><span style='font-size:7.0pt;line-height:150%;color:#1D2938'> </span><span style='color:#1D2938'>Manage weekly customer conference calls.</span><o:p></o:p></p><p class=MsoNormal style='mso-margin-top-alt:auto;margin-right:9.4pt;margin-left:31.3pt;line-height:150%;vertical-align:top'><span style='font-size:10.0pt;line-height:150%;font-family:Symbol;color:#1D2938'>·</span><span style='font-size:7.0pt;line-height:150%;color:#1D2938'> </span><span style='color:#1D2938'>Provide on-call support 24x7 on a rotational basis.</span><o:p></o:p></p><p class=MsoNormal style='mso-margin-top-alt:auto;margin-right:9.4pt;margin-left:31.3pt;line-height:150%;vertical-align:top'><span style='font-size:10.0pt;line-height:150%;font-family:Symbol;color:#1D2938'>·</span><span style='font-size:7.0pt;line-height:150%;color:#1D2938'> </span><span style='color:#1D2938'>Perform other activities and duties as requested.</span><o:p></o:p></p><p class=MsoNormal style='margin-top:6.25pt;mso-margin-bottom-alt:auto;line-height:150%;vertical-align:top'><span style='color:#1D2938'>Required Qualifications</span><o:p></o:p></p><p class=MsoNormal style='mso-margin-top-alt:auto;margin-right:9.4pt;margin-left:31.3pt;line-height:150%;vertical-align:top'><span style='font-size:10.0pt;line-height:150%;font-family:Symbol;color:#1D2938'>·</span><span style='font-size:7.0pt;line-height:150%;color:#1D2938'> </span><span style='color:#1D2938'>Superior analytical and diagnostic skills.</span><o:p></o:p></p><p class=MsoNormal style='mso-margin-top-alt:auto;margin-right:9.4pt;margin-left:31.3pt;line-height:150%;vertical-align:top'><span style='font-size:10.0pt;line-height:150%;font-family:Symbol;color:#1D2938'>·</span><span style='font-size:7.0pt;line-height:150%;color:#1D2938'> </span><span style='color:#1D2938'>Excellent written and verbal communication skills.</span><o:p></o:p></p><p class=MsoNormal style='mso-margin-top-alt:auto;margin-right:9.4pt;margin-left:31.3pt;line-height:150%;vertical-align:top'><span style='font-size:10.0pt;line-height:150%;font-family:Symbol;color:#1D2938'>·</span><span style='font-size:7.0pt;line-height:150%;color:#1D2938'> </span><span style='color:#1D2938'>Outstanding customer service skills.</span><o:p></o:p></p><p class=MsoNormal style='mso-margin-top-alt:auto;margin-right:9.4pt;margin-left:31.3pt;line-height:150%;vertical-align:top'><span style='font-size:10.0pt;line-height:150%;font-family:Symbol;color:#1D2938'>·</span><span style='font-size:7.0pt;line-height:150%;color:#1D2938'> </span><span style='color:#1D2938'>Strong ability to independently debug broad, complex, and unique enterprise applications that interface with internal enterprise applications and resources on the Internet.</span><o:p></o:p></p><p class=MsoNormal style='mso-margin-top-alt:auto;margin-right:9.4pt;margin-left:31.3pt;line-height:150%;vertical-align:top'><span style='font-size:10.0pt;line-height:150%;font-family:Symbol;color:#1D2938'>·</span><span style='font-size:7.0pt;line-height:150%;color:#1D2938'> </span><span style='color:#1D2938'>Ability to effectively manage many different tasks simultaneously.</span><o:p></o:p></p><p class=MsoNormal style='mso-margin-top-alt:auto;margin-right:9.4pt;margin-left:31.3pt;line-height:150%;vertical-align:top'><span style='font-size:10.0pt;line-height:150%;font-family:Symbol;color:#1D2938'>·</span><span style='font-size:7.0pt;line-height:150%;color:#1D2938'> </span><span style='color:#1D2938'>Energetic/enthusiastic demeanor. </span><o:p></o:p></p><p class=MsoNormal style='mso-margin-top-alt:auto;margin-right:9.4pt;margin-left:31.3pt;line-height:150%;vertical-align:top'><span style='font-size:10.0pt;line-height:150%;font-family:Symbol;color:#1D2938'>·</span><span style='font-size:7.0pt;line-height:150%;color:#1D2938'> </span><span style='color:#1D2938'>Ability to work in a team environment.</span><o:p></o:p></p><p class=MsoNormal style='margin-top:6.25pt;mso-margin-bottom-alt:auto;line-height:150%;vertical-align:top'><span style='color:#1D2938'>Minimum 3 years experience as a Technical Support Engineer having:</span><o:p></o:p></p><p class=MsoNormal style='mso-margin-top-alt:auto;margin-right:9.4pt;margin-left:31.3pt;line-height:150%;vertical-align:top'><span style='font-size:10.0pt;line-height:150%;font-family:Symbol;color:#1D2938'>·</span><span style='font-size:7.0pt;line-height:150%;color:#1D2938'> </span><span style='color:#1D2938'>Advanced experience troubleshooting enterprise applications that sit "man in the middle" between internal applications and external web resources.</span><o:p></o:p></p><p class=MsoNormal style='mso-margin-top-alt:auto;margin-right:9.4pt;margin-left:31.3pt;line-height:150%;vertical-align:top'><span style='font-size:10.0pt;line-height:150%;font-family:Symbol;color:#1D2938'>·</span><span style='font-size:7.0pt;line-height:150%;color:#1D2938'> </span><span style='color:#1D2938'>Advanced knowledge of Windows operating systems.</span><o:p></o:p></p><p class=MsoNormal style='mso-margin-top-alt:auto;margin-right:9.4pt;margin-left:31.3pt;line-height:150%;vertical-align:top'><span style='font-size:10.0pt;line-height:150%;font-family:Symbol;color:#1D2938'>·</span><span style='font-size:7.0pt;line-height:150%;color:#1D2938'> </span><span style='color:#1D2938'>Advanced knowledge of Windows network environment (domain structures).</span><o:p></o:p></p><p class=MsoNormal style='mso-margin-top-alt:auto;margin-right:9.4pt;margin-left:31.3pt;line-height:150%;vertical-align:top'><span style='font-size:10.0pt;line-height:150%;font-family:Symbol;color:#1D2938'>·</span><span style='font-size:7.0pt;line-height:150%;color:#1D2938'> </span><span style='color:#1D2938'>Knowledge of LDAP and directory services (Active Directory, Sun One, Domino).</span><o:p></o:p></p><p class=MsoNormal style='mso-margin-top-alt:auto;margin-right:9.4pt;margin-left:31.3pt;line-height:150%;vertical-align:top'><span style='font-size:10.0pt;line-height:150%;font-family:Symbol;color:#1D2938'>·</span><span style='font-size:7.0pt;line-height:150%;color:#1D2938'> </span><span style='color:#1D2938'>Troubleshooting expertise with Windows/Linux operating systems.</span><o:p></o:p></p><p class=MsoNormal style='mso-margin-top-alt:auto;margin-right:9.4pt;margin-left:31.3pt;line-height:150%;vertical-align:top'><span style='font-size:10.0pt;line-height:150%;font-family:Symbol;color:#1D2938'>·</span><span style='font-size:7.0pt;line-height:150%;color:#1D2938'> </span><span style='color:#1D2938'>IP networking knowledge, including the use of network sniffer to analyze network traffic.</span><o:p></o:p></p><p class=MsoNormal style='mso-margin-top-alt:auto;margin-right:9.4pt;margin-left:31.3pt;line-height:150%;vertical-align:top'><span style='font-size:10.0pt;line-height:150%;font-family:Symbol;color:#1D2938'>·</span><span style='font-size:7.0pt;line-height:150%;color:#1D2938'> </span><span style='color:#1D2938'>Ability to read tcpdumps or Wireshark packet captures.</span><o:p></o:p></p><p class=MsoNormal style='margin-top:6.25pt;mso-margin-bottom-alt:auto;line-height:150%;vertical-align:top'><span style='color:#1D2938'>Minimum 2 years experience as a Technical Support Engineer having:</span><o:p></o:p></p><p class=MsoNormal style='mso-margin-top-alt:auto;margin-right:9.4pt;margin-left:31.3pt;line-height:150%;vertical-align:top'><span style='font-size:10.0pt;line-height:150%;font-family:Symbol;color:#1D2938'>·</span><span style='font-size:7.0pt;line-height:150%;color:#1D2938'> </span><span style='color:#1D2938'>Knowledge of interconnected systems, DNS, DHCP, TCP/IP, LAN/WAN.</span><o:p></o:p></p><p class=MsoNormal style='mso-margin-top-alt:auto;margin-right:9.4pt;margin-left:31.3pt;line-height:150%;vertical-align:top'><span style='font-size:10.0pt;line-height:150%;font-family:Symbol;color:#1D2938'>·</span><span style='font-size:7.0pt;line-height:150%;color:#1D2938'> </span><span style='color:#1D2938'>Knowledge of load-balancing.</span><o:p></o:p></p><p class=MsoNormal style='mso-margin-top-alt:auto;margin-right:9.4pt;margin-left:31.3pt;line-height:150%;vertical-align:top'><span style='font-size:10.0pt;line-height:150%;font-family:Symbol;color:#1D2938'>·</span><span style='font-size:7.0pt;line-height:150%;color:#1D2938'> </span><span style='color:#1D2938'>Knowledge of proxy servers.</span><o:p></o:p></p><p class=MsoNormal style='mso-margin-top-alt:auto;margin-right:9.4pt;margin-left:31.3pt;line-height:150%;vertical-align:top'><span style='font-size:10.0pt;line-height:150%;font-family:Symbol;color:#1D2938'>·</span><span style='font-size:7.0pt;line-height:150%;color:#1D2938'> </span><span style='color:#1D2938'>Knowledge of networking protocols and distributed computing environment concepts.</span><o:p></o:p></p><p class=MsoNormal style='mso-margin-top-alt:auto;margin-right:9.4pt;margin-left:31.3pt;line-height:150%;vertical-align:top'><span style='font-size:10.0pt;line-height:150%;font-family:Symbol;color:#1D2938'>·</span><span style='font-size:7.0pt;line-height:150%;color:#1D2938'> </span><span style='color:#1D2938'>Knowledge of SQL and Microsoft SQL Server.<br><br>Desired Qualifications (a plus)</span><o:p></o:p></p><p class=MsoNormal style='mso-margin-top-alt:auto;margin-right:9.4pt;margin-left:31.3pt;line-height:150%;vertical-align:top'><span style='font-size:10.0pt;line-height:150%;font-family:Symbol;color:#1D2938'>·</span><span style='font-size:7.0pt;line-height:150%;color:#1D2938'> </span><span style='color:#1D2938'>Instant Messaging (Public and Enterprise) knowledge and troubleshooting experience.</span><o:p></o:p></p><p class=MsoNormal style='mso-margin-top-alt:auto;margin-right:9.4pt;margin-left:31.3pt;line-height:150%;vertical-align:top'><span style='font-size:10.0pt;line-height:150%;font-family:Symbol;color:#1D2938'>·</span><span style='font-size:7.0pt;line-height:150%;color:#1D2938'> </span><span style='color:#1D2938'>Microsoft Certified Systems Engineer (MCSE).</span><o:p></o:p></p><p class=MsoNormal style='margin-top:6.25pt;mso-margin-bottom-alt:auto;line-height:150%;vertical-align:top'><span style='color:#1D2938'>Education: BS degree (preferably in CS, CE, CIS, EE) or equivalent experience is required.</span><o:p></o:p></p><p class=MsoNormal style='margin-top:6.25pt;mso-margin-bottom-alt:auto;line-height:150%;vertical-align:top'><span style='color:#1D2938'>If you are interested in this position, please e-mail your resume to </span><a href="mailto://jobs@actiance.com?subject=Technical%20Support%20Engineer%20%28Req%20#400004%29" target="_blank"><span style='color:#CC0000'>jobs@actiance.com</span></a><span style='color:#1D2938'>, and reference job <b>Technical Support Engineer (Req #400004)</b> in the subject line. <br><br>Actiance is an equal opportunity employer. </span><o:p></o:p></p></div></body></html>