Careers

Support Engineer – Tier 2
(Contract to Permanent)

Department: Technical Services
Reports to: Technical Services Manager

Purpose

Liaison between IntelliReach Technical Services and existing customers. Advanced resource for resolving technical issues for all IntelliReach products. Provides advanced support for customers and is first internal escalation point.

Responsibilities

• Determining level of customer technical issues and resolving issues though problem identification
• Receiving support case requests from customers (via the Web, phone, and email)
• Validating that the requester as an authorized customer contact
• Collecting relevant technical problem identification information
• Assigning a severity level to the case request
• Filtering non-technical problems from real technical issues
• Creating a support case documenting the problem
• Establishing and maintaining customer communications regarding support cases
• Establishing, researching, and maintaining technical FAQs and Knowledgebase for products
• Providing general product information: supported technology, functionality, and features
• Debugging issues
• Simulating in a lab environment
• Defining of action plans
• Escalating cases to Tier 3, Technical Services Manager, or Development as necessary

Requirements

• Must possess superior analytical and problem-solving skills
• Must be an independent and fast learner
• 2+ years experience in a Linux environment (SuSE preferred)
• Comfortable in a No-X environment / command line access only
• Understanding of RDBMS
• Knowledge of SQL
• Experience with Sendmail, TLS, DNS, BIND, Named, and SMTP
• Comprehensive knowledge of email flow
• Understanding of LDAP, Exchange Active Directory, and GroupWise eDirectory
• Familiar with Apache and SSL

To apply, please email your resume and a cover letter with salary requirements to: jobs@intellireach.com and reference the job title in the subject line.