Technical Support Engineer - Hot Security Encryption SOMA Start-Up (SOMA / south beach)

GuardianEdge Technologies is growing rapidly. We're looking for talented, high-energy individuals who want to work in a dynamic and cutting edge work environment. Each member of our team makes an impact in a collaborative environment.

We offer a fun and casual work environment; competitive salary; medical, dental, and life insurance; flexible spending/section 125 plan; 401k savings plan; paid holidays and vacation; inclusive training; and future career development.

What kind of company are you looking to join?

Our company

GuardianEdge Technologies is a leader in providing client-based data protection solutions to large organizations worldwide.

The company is a spin-off from Micro Security Devices, which was started in 1984 by founder and CTO Noah Groth in Marin County, California. Since that time, GuardianEdge has built a loyal international customer base of large organizations: major corporations, government agencies, the US military, universities, and other institutions.

GuardianEdge Technologies specializes in developing and selling encryption software solutions for notebooks, workstations, and servers running Windows operating systems. The award-winning Encryption Plus software products encrypt and protect data on computer hard disks, folders, and files; on CD or other removable media; in email messages and attachments; and over Internet or network transmissions.

What are your work values?

Our values

GuardianEdge 's business is based on values that define the true meaning of success: family, integrity, and a commitment to achievement. These values define GuardianEdge s relationship with all of its employees, customers, partners, and other associates. Those values are as follows:

1. Maintain a healthy perspective between family and job. Family is first, and the job is second.
2. Treat everyone with dignity and respect.
3. Always be fair, honest, generous, caring, and loyal to the members of the GuardianEdge team.
4. Strive for success, but always maintain integrity, honesty, and professionalism.
5. Create an atmosphere of fun at work.
6. Continually challenge the team to greater achievements.

TECHNICAL SUPPORT ENGINEER

SUMMARY:

GuardianEdge Technologies Professional Services and Support Department is seeking a strong problem solving Technical Support Engineer (TSE) to provide high quality software support services to external client. The GuardianEdge customer support center uses a "touch and hold" support model.

TSE's are responsible for resolving client's software support requests, gathering technical details, maintaining complete and accurate data about each case. In addition, the TSE will be performing in-depth technical research including third party software or hardware compatibility, problem recreation, resolution of issues related to GuardianEdge's encryption software, and ongoing contribution of articles for the knowledge base.

Please indicate which position you're interested in when applying.

RESPONSIBILITIES:

• Handle and resolve GuardianEdge Technologies Inc. client's technical support calls/email/and internet requests, meeting required service levels.
• Log all reported technical support issues in the support database, maintaining current, complete, and accurate information.
• Document all communications, actions, and status relating to technical support issues within the support database.
• Provide clear, concise, accurate and frequent communications with clients regarding their technical support issues and GuardianEdge Technologies software and services ensuring client's high satisfaction for the software products they've purchased and the services provided.
• Send new clients "welcome" introduction materials explaining the services available within their service agreement.
• Set up and maintain secure website accounts for the GuardianEdge Technologies Inc Customer Support Portal.
• Develop and maintain expertise in all GuardianEdge Technologies Inc software products, and the technologies used to develop and deliver the software.
• Handle and resolve technical support issues in a timely, professional manner meeting service levels and achieving high customer satisfaction levels.
• Reproduce, perform technical research, and resolve complex technical support issues, and follow escalation processes to achieve timely resolution.
• Perform software pre-release testing to ensure software changes will meet client and market requirements and prepare you for supporting new products or enhancements.
• Log reproduced software issues or feature requests in the defect database.
• Contribute written articles to the technical support knowledge base for customer and internal use.
• As needed, perform software installations at client sites or perform on-site problem resolution.
• Meet all technical support service levels for response time, frequency in communicating status of open issues, and prompt resolution.
• Maintain high levels of customer satisfaction, resulting in high support renewal rates and minimal re-opened issues.
• Contribute to the improvement of software products and service processes.

REQUIREMENTS:

• 2-4 years of software technical support experience.
• Effective English written and oral communications skills.
• Demonstrated ability to problem-solve complex technical issues requiring in-depth research and analysis.
• Genuine interest in helping people within a highly technical context.
• Attention to detail in handling and tracking technical issues.
• Ability to handle multiple technical issues in an organized and competent manner.
• Ability to work well within in a technical team requiring coordination with other departments including developers, software sales, professional services, and product management.

IDEAL SKILLS:

• Expertise in Windows operating systems including troubleshooting, imaging, and desktop/laptop deployment - specifically Windows NT, 2000 Pro, XP, and Server 2003.
• PC system configuration (partitioning, ghost, etc.) and software installation skills.
• Previous experience in software support for a software company
• Active Directory knowledge
• Experience with enterprise deployment methods and tools for client and server software
• Information security (e.g. encryption, digital signatures, authentication, etc.)

EDUCATION:  

• Bachelor's degree in computer science/information technology or equivalent relevant experience

Please email your resume to jobs@guardianedge.com for immediate consideration. Please visit our website at www.guardianedge.com for more information.

Agency Notice: All job postings by GuardianEdge Technologies are intended to provide information for job seekers and should not be viewed as a request for recruiter assistance. Any resume submitted to GuardianEdge Technologies that is unsolicited will be considered gratuitous of the sender and will not be subject to finder's fees.