Technical Services Engineer II

The Technical Services Engineer II is responsible for providing technical support and deployment services for products deployed as a physical or virtual appliance on-premise or off-premise in a public cloud. The role supports a very wide range of customers in a highly technical environment and assisting with new customer deployments.

Key Responsibilities

• Investigate and resolve incoming questions (phone and email) and issues in a timely and effective manner.
• Work with new and upgrading Kiteworks customers on deployment of new Kiteworks solutions, alongside Customer Success Managers.
• Document all customer contact and activity, including troubleshooting steps and problem resolution and deployment progress, in our CRM system.
• Create knowledgebase articles and internal documentation.
• Participate in out-of-hours on-call rotation.

Requirements

• Minimum of 2-3 years of hands-on experience supporting global enterprise software companies.
• Specific intermediate level of knowledge in resolving complex product issues, security software products preferred.
• System Administration in LAMP environment (Linux, Apache, MySQL, Perl/Python/PHP).
• Familiarity with enterprise environments: Directories (LDAP, Active Directory), single sign-on, Windows SharePoint.
• Networking, firewalls, routing issues, WAN, VPN, proxy, and DNS. 
• Understanding of protocols DNS, SMTP, SFTP, HTTPS, SNMP, SSL, SSH etc.
• Technical proficiency in Windows desktop and server environments, networking, security, virtual platforms, mobile devices and web applications.
• Strong customer service skills with high level of professionalism and ability to work in complex situations.
• Ability to manage time proactively as well as reactively when working on new deployments.
• Excellent oral and written communication skills with both technical and non-technical audiences.
• Must be self-motivated, able to multi-task and manage priorities effectively and work well as a part of a globally distributed team.
• Bachelor’s degree in Computer Science, Computer Engineering or a related field preferred.

Company Overview 

Kiteworks’ mission is to empower organizations to effectively manage risk in every send, share, receive, and save of sensitive content. To this end, we created a platform that delivers content governance, compliance, and protection to customers. The platform unifies, tracks, controls, and secures sensitive content moving within, into, and out of their organization, significantly improving risk management and ensuring regulatory compliance on all sensitive content communications 

Perks and Benefits 

• 100% paid Medical, Dental, Vision and Basic Life Insurance. Benefits begin on your first day! 
• Option of Health Savings Account (HSA) or Flexible Savings Account (FSA) 
• Generous paid time off (PTO) plus paid sick time, holidays, parental leave, and volunteer days off 
• 401k match program 
• Eligible donation match program 
• Referral Bonuses 
• Stock equity -- every employee is granted stock options when they walk in the door    

Our hiring process 
Please note that visa sponsorship is not available for this position. 

Kiteworks is an equal opportunity employer. We eagerly seek applicants of diverse background and hire without regard to race, color, gender identity, religion, national origin, ancestry, citizenship, physical abilities (or disability), age, sexual orientation, veteran status, or any other characteristic protected by law. 
Interested in the details of our privacy policy? Read more here. 

In compliance with applicable law, all persons hired will be required to verify identity and eligibility to work and to complete employment eligibility verification. Note: Our stewardship of the data of thousands of customers means that a criminal background check is required to join Kiteworks. 

Headhunters and recruitment agencies may not submit resumes/CVs through this website or directly to managers. New Relic does not accept unsolicited headhunter and agency resumes and will not pay fees to any third-party agency or company that does not have an active, signed agreement with Kiteworks.