COMPANY
zVelo is a leading provider of contextual categorization technologies and databases, in addition to malicious website detection and reputation blocklist solutions. zVelo’s customers include many of the leading vendors in the brand safety, online ads, analytics, mobile, network security, endpoint security, service provider, and other high-growth market segments where accuracy, coverage, responsiveness, and fast URL query performance are required.
SUMMARY
The Customer Support Engineer position is responsible for proactively providing first level support and technical account management zVelo’s OEM partners. The Customer Support Engineer is part technical support engineer, part client champion, and part relationship manager for customers.
The Customer Support Engineer has three overlapping responsibilities:
Account Management Technical Support Project Management Success in this role requires the ability to resolve complex technical problems and provide answers to detailed customer deployment and configuration questions.
Customer Support Engineers develop a consistent long-term partnership with partners to ensure they remain successful and realize the full value of their OEM relationship. This includes day-to-day management of large, technically complex and demanding client accounts, developing and executing upon an overarching technical support strategy, detailed issue tracking, root cause issue recognition and resolution by communicating with various levels of individuals within the client’s organization, ranging from software design engineers to C- level personnel.
The Customer Support Engineer drives customer satisfaction by proactively managing, troubleshooting and delivering technical information online and over the phone. This position requires effective interaction with engineering resources, data operations, and management. Customer Support Engineers provide accurate and timely feedback for purposes of measuring, tracking and driving continuous service level improvements. The Customer Support Engineer is required to maintain and expand working knowledge of zvelo products, services and related technologies.
The Customer Support Engineer is expected to represent zvelo with the highest level of professionalism and responsiveness at all times.
RESPONSIBILITIES
Proactively own and manage multiple customer relationships from a technical perspective.
Drive issue resolution using standard processes and procedures in coordination with supporting resources.
Provide single point of contact for customer issues.
Regularly communicate with accounts, set expectations and negotiate priorities.
Develop highly effective relationships across all departments.
Establish and document each customer's processes, procedures, customizations and configuration.
Proactively manage, measure and track customer tickets to insure their timely resolution.
Provide timely status updates and reports.
Provide recommendation for product enhancements.
Escalate issues as appropriate.
Apply fundamental troubleshooting skills to issues before escalating.
Recognize revenue opportunities and facilitate them.
Provide first-pass resolution when appropriate.
Ensure customer support ticket data is accurate and regularly updated (statuses, owners, other data elements).
Manages on-call duties and responsibilities.
KNOWLEDGE/QUALIFICATIONS
Core competencies of a successful Customer Support Engineer are:
Project management
Technical support
Customer service
A comprehensive technical acumen across a broad spectrum of technologies with emphasis on: Software Development Processes & Life Cycles Software Development Kits and API’s Delivering Highly Responsive Technical Support
LEADERSHIP/OWNERSHIP
Accountable for all technical issues and technical relationship
Ability to actively drive problems to resolution
Ability to create and drive a technical strategy to address customer issues
Ability to own issue resolution, root cause analysis and remediation
Sound decision making and critical thinking skills
Expert organization and prioritization skills COMMUNICATION SKILLS and AREAS OF
EXPERTISE
Excellent written and verbal skills
Strong interpersonal skills to interact with clients, management, and peers
Effective cross-department communication
Document and communicate problem/resolution and information/action plans
The ability to contribute to a team environment with a high degree of professionalism and skill
Proven Account Management skills required in order to create, maintain and enhance client relationships during evaluations and production implementations-upgrades to ensure they have a smooth experience
Motivated, goal oriented, persistent and high level of initiative and work well in a team environment
Identifying, documenting and implementing process improvement initiatives
Track and monitor client satisfaction targets and address when targets may be missed
Provides expert problem management support to difficult, high profile customer issues and ensures root-cause analysis is conducted and a corrective action plan is followed through with any learning applied for future benefit TROUBLESHOOTING
SKILLS
Troubleshoot and identify issue(s) and root causes
Duplicate/recreate issues
Understand proposed resolution and clarify
Verify resolution and communicate to client TECHNICAL SKILLS
High-level process knowledge and technical skills relating to software development and systems integration
Knowledge of Linux-based operating systems, proficient in command line operations
Knowledge of Windows-based server operating systems, specifically Windows system administration: install, configure, maintain
Knowledge of Computer Networking and protocols, DNS in particular
Experience with managing content on web portals and or managing open source CMS such as Drupal or Joomla
Direct hands-on experience on latest Linux platforms, performing complex SQL queries, scripting and creating SQL reports in an automated fashion
TCP/IP client/server networking WORK ENVIRONMENT
Typical office type of environment with frequent virtual communication with international offices.
No Third Parties/ Recruiting Agencies please.
