Technical Support Engineer

Your day-to-day

· Deploy solutions with new and existing enterprise customers as a product expert. Engage with customers to kickoff projects; facilitate, plan and, schedule working sessions to project completion.

· Manage a queue of customers in various stages of implementation to stay on top of priorities and commitments: including time tracking, updating project notes, sharing progress in project plans, and maintaining general queue hygiene.

· Accountable for customer escalations, driving issues to resolution. Work collaboratively with other departments, including the larger global PS team, Account teams, Support, and Engineering as required to ensure successful completion of customer engagements with timely resolution.

· Drive high levels of customer satisfaction by providing technical expertise to ensure the realization of customer licensing.

· Be a strong voice for our customers when engaging Support and Engineering teams, with a focus on improving solutions and ensuring deployments are successful.

· Engage in constant process improvement activities by refining best practice techniques, processes, templates, and architectures for use by the greater PS organization.

What you bring to the team

· 5+ years industry experience in a customer-facing technical field such as professional services, sales engineering, or technical support.

· Experience in project implementation for enterprise email environments (e.g. Exchange/M365 and G-Suite).

· Strong messaging infrastructure system administration experience.

· Aptitude for onboarding customers with the ability to understand complex issues and translate/simplify them for key customer stakeholders in the form of clear and simplified concepts.

· Broad technical knowledge of Internet products and technologies. Knowledge of networking topology, TCP/IP protocol, network configuration and components (firewalls, routers, DNS, etc.).

· Thorough understanding of Internet protocols, particularly HTTP, SMTP, IMAP, LDAP, PKI, and RFC 822

· Proficiency in Directory protocols such as LDAP, Windows AD and Azure AD.

· Experience navigating and executing commands with a Linux environment.

· Working knowledge of authentication methodologies (e.g. SAML).

· Effective Stakeholder management, ability to work at all levels of the organization both technically and politically.

· Ability to deliver consistent and superior customer satisfaction ratings.