[ALE-jobs] FreeBSD/Linux Customer Support (Tier 3)

[Ryan Gemmill]

Hi All - hope everyone had a great memorial day weekend. We are looking for
a third-tier customer support engineer for a permanent job in Roswell/Sandy
Springs. Above all else, we're looking for solid FreeBSD and Linux
experience. A candidate that is really strong there could, I'm told, be
trained on everything else we need. Thanks, send me an email if you're
interested. -Ryan


Ryan Gemmill
The Lanta Group, LLC
rgemmill at lanta.com
Mobile: 404.432.7986
Office: 404.256.7383


Position:		Customer Support Engineer 
Level:		Level 3 Escalation - Non-Management
Location:		Atlanta GA, Sunnyvale CA

Job Description

CSEs provide comprehensive support to both our customers and partners.  Our
CSEs interact with customers from all industry verticals in a professional
and efficient manner.  As our CSEs are the front line for our customers; we
maintain high standards for responsiveness and services provided.  This
ensures that we maintain the high standard of service our customers expect.

Our platform integrates with many aspects of the Internet and customer
infrastructure, a thorough understanding of internet protocols and
networking is required.  Common issues for support cases include transparent
traffic redirection, HTTP/SMTP protocol analysis, packet captures and the
configuration of various industry standard routers. Only the most
exceptional and customer focused Customer Support Engineers have the
background and experience required to be successful in this position.

Responsibilities:
- Supporting customers via email and phone 
- Accurate resolution and problem tracking for customer reported issues
- Handle customer escalations and delegating as required to the appropriate
internal departments
- Reproduce and file defects for issues found on the platform

Required Experience/Skills:
- 3-5 years in a customer facing role
- Strong desire to provide customer satisfaction
- Strong written and verbal communication skills 
- Strong networking and infrastructure skills 
- Strong understanding of UNIX administration with multiple operating
systems
- Strong understanding of internet protocols: HTTP, SMTP, DNS and FTP
- Strong understanding of TCP/IP, including packet captures and general
diagnostics
- Strong understanding of common encryption mechanisms such as TLS and SSL
- Understanding of LDAP and Active Directory deployments and systems

Desired Experience:
- Various routing and switching architectures including IOS, CatOS, JunOS,
SSG, etc
- Shell Scripting/Programming Experience: Perl, Unix Shell
- Strong SQL experience: MySQL, PostgreSQL
- Experience with FreeBSD and Linux
- CCNA/CCNP/MCSE Certifications
- Bachelor's or equivalent diploma