Customer Support Engineer
Role description
ScanSafe, the world leader in Web Security-as-a-Service, is looking for a driven and resourceful Customer Support Engineer. You will be one of a small team of core engineers providing customer support for ScanSafe’s premier Security-as-a-service product, now being sold via Google, AT&T, and many others.
This is an ideal opportunity to gain valuable knowledge of Internet-based security services. Qualified applicants must have the ability to work to deadlines and under pressure when the need arises. A professional telephone manner is a key requirement, together with excellent written English for email communications.
Skills, background, and other requirements
• Associate’s degree in IT or related field (Bachelor’s degree preferred) plus at least 1 year of support experience (or 2 years of solid IT experience). Experience in a technical support environment preferred.
• Strong preference to support external clients in a service organization such as an ISP or SaaS business.
• Some experience with some if not all of the following: Linux and Windows server products, HTTP proxy products, firewalls of all descriptions, TCP/IP and networking in general (e.g. Windows Active Directory, Group Policies, Squid).
• Exposure to commercial firewall products preferred (such as MS ISA Server, Cisco PIX, WatchGuard and Checkpoint).
• Exceptional analytical and problem-solving skills, with the ability to establish and maintain confidence and take ownership of issues.
• Clearly understandable oral and written English communication skills.
• Some flexibility in working hours required.
Preferred qualifications
• Troubleshooting skills in both Windows and Linux environments (ability to understand WANs or dig into Ethereal traffic dumps a major plus)
• Ability to communicate effective technical knowledge of HTTP, SSL, DNS, LDAP, Microsoft Active Directory, TCP/IP, port forwards, opening up ports on firewalls.
• Experience with proxying protocols: PAC/WPAD, ICAP, WCCP.
• A solid understanding of TCP/IP and core Internet protocols.
Remuneration and benefits
Competitive compensation package: dependent on experience, to include options in a pre-IPO business. ScanSafe offers a comprehensive benefit plan including private health, dental, vision and 401k.
Company background
ScanSafe is the largest global provider of SaaS Web Security, ensuring a safe and productive Internet environment for businesses. ScanSafe solutions keep viruses and spyware off corporate networks and allow businesses to control and secure the use of the Web and instant messaging. As a fully managed service, ScanSafe's solutions require no hardware, upfront capital costs or maintenance and provide unparalleled real-time threat protection. Powered by its proactive, multilayered Outbreak Intelligence TM threat detection technology, ScanSafe processes more than 20 billion Web requests and 200 million blocks each month for customers in over 80 countries.
The company received the CNET Networks award for Security Product of the Year 2008, a 2007 CODiE award for Best Software as a Service Solution, the 2008 and 2007 SC Magazine Europe Award for Best Content Security Solution and was named one of Red Herring’s Top 100 Technology companies. For more information, visit www.scansafe.com.
- Compensation: Competitive compensation package: dependent on experience, to include options in a pre-IPO business. ScanSafe offers a comprehensive benefit plan including private health, dental, vision and 401k.
- Principals only. Recruiters, please don't contact this job poster.
- Please, no phone calls about this job!
- Please do not contact job poster about other services, products or commercial interests.
