As a Level 2 Support Engineer:

You will work closely with EfficientIP partners and customers assisting their level 1-3 support teams,
investigating, troubleshooting and analyzing new or unknown issues.

You’ll have to deeply analyze the issues escalated by the Level 1 Support Team. You will work to solve the problem by replicating it in lab or remotely via screen sharing session.

If necessary, you will need to report the issue to the Level 3 Escalation Team and follow up until a resolution or workaround is found. If needed, you’ll get the assistance of the Development Team.

You will :

• Maintain the knowledge base of the EfficientIP Technical Support Team based on your day- to-day experience.

• Ensure an in-depth follow-up of the support activity for certain sensitive customers or issues.

• Follow escalation procedures and ensure that the service provided meets technical support commitments.

• Contribute to the improvement of the added value of the Support Team by providing appropriate methodology and procedures to limit the number of escalations to the Level 3 Escalation Team.

Designing and developing one or more courses of action, evaluating each of these courses in a test
case environment and implementing the best solution to the problem can be required.

Experience or skills in the following areas is required:

• Degree in Computer Science and Telecommunication desired but not compulsory, depending on  work experience.

• Technical Support, Network Support, Systems Administration, Help Desk or Configuration Management and enjoy dealing with Customers.

• 1-3 years work experience with DNS, DHCP, IPAM, TCP/IP network architectures, HTTP/HTTPS and other Internet protocols.

Technical Skills

• Advanced experience with TCP/IP network architectures on various platforms (Unix, Linux,
  Windows, etc.) and how those platforms interoperate with DNS and DHCP. Knowledge of Unix systems is required.

• Understanding of public DNS design principles, DNS platforms such as BIND and the DNS protocol itself.

• Advanced understanding of the DHCP protocol and its fundamentals.

• Familiarity with IP Address Management (IPAM) and Microsoft Active Directory would be desired.

• General understanding of HTTP/HTTPS and other Internet protocols including their performance characteristics.

Customer service experience

• Proven ability to clearly and effectively interact and communicate with customers in a friendly and personable manner via email and/or phone.

• Research, resolve, and respond to customer questions and call-backs in a timely manner and in accordance with established standards, policies, procedures and service level agreements.

• Acquire and maintain current knowledge of product offerings and support policies to provide technically accurate solutions to customers.

• When needed, escalate issues to appropriate individuals based on established guidelines and procedures.

• Ability to exercise judgment using procedures and practices to determine the appropriate course of action.

Languages:

Fluent in French and English