Seeking a Principal Premium Services Engineer to ensure customers have uninterrupted access to the critical performance data they rely on to operate and grow their businesses. This position requires a deep and broad technical skill set, requiring server and OS support, multi-tiered applications, virtualization, voice/video, cloud platforms, security, and big data.
Collaborate with customers to troubleshoot and resolve complex network and product related issues
Interface with internal world-class support, development, and SQA teams to identify and to resolve product issues and performance concerns
Utilizing an extensive Knowledge Management database to research solutions and develop technical content such as tips, troubleshooting guides, and best practices.
Provide guidance to customers on network management strategies and best practices
Deliver high-quality, hands-on support
Requirements
Bachelor’s Degree in Computer Science/Network Security related field or equivalent discipline
7+ years in network management supporting external enterprise customers
2+ years in high touch or managed customer support environment
Proven expertise in customer relationship and management
Experience in enterprise or service provider network management environments preferred.
Experience working onsite at customer locations and cooperatively with HQ teams
Demonstrated ability to identify and resolve complex network and systems issues