Technical Support Analyst

Overview:

Layer 7 Technologies is looking for knowledgeable and motivated Technical Support Analysts to join our Support organization. Applicants must possess technical expertise in a variety of areas, great customer skills and an aptitude for solving both business and technical challenges.

Responsibilities:

• Troubleshooting complex Web applications, networking issues, Web services interactions and end-user usability limitations in the use of the SecureSpan product suite.
• Managing a technical support case queue for customer-based issues originating from the various support channels (phone, email and self-service portal).
• Providing superior client management, including excellent communications, responsive follow-through and advocacy for client issues within internal departments.
• Prioritizing numerous issues of varying severity and effectively managing the resolution of all issues, within accepted service levels.
• Actively participating in reviewing support material slated for customer distribution (e.g. manuals, quick-start guides, support Web site FAQs etc.)
• Provide the Product Development organization with input regarding future product development, based on customer requests, industry experience and case management.

Requirements:

• Strong personal communication and customer service skills, as well as previous experience in a customer support environment, are essential to this position.
• High technical competence in a variety of operating systems (Unix/Windows/Solaris) and programming languages (Java/.NET).
• One year of experience working with XML-based technologies.
• Strong understanding of network infrastructure concepts (TCP/UDP protocols, packet routing, DHCP etc.) and devices (firewalls, proxy servers etc.)
• Working knowledge of relationship database systems (MySQL/Oracle/Microsoft SQL). Understanding of SQL query construction an asset.
• Ability to work both independently and as part of a team.
• Ability to maintain a high levels of integrity, work quality and service excellence.
• Ability to prioritize multiple tasks, adhere to established deadlines and perform under pressure.
• Ability to work in a fast-paced, entrepreneurial, high-tech environment.