Customer Support Engineer

Customer Support Engineer 

The XYPRO Customer Support Engineer is a sociable individual that enjoys problem solving and helping others. Join XYPRO Technology, a global provider of Mission Critical Security solutions where you will provide technical support to our global blue-chip customer base. As our customers’ touchstone to XYPRO, you resolve technical issues, answer general questions, research complex topics and provide how-to guidance on our suite of cybersecurity & database management solutions. 

This role reports to the Senior Manager of Customer Support.

Essential Functions:

• Troubleshoot and resolve customer reported issues for XYPRO’s cybersecurity products
• Analyze customer provided data such as logs, traces and debugging details  
• Document reported product defects and customer enhancement requests
• Provide timely and professional responses to technical issues reported by customers and team members

• Participate in User Acceptance Testing to ensure product quality
• Contribute to creation and maintenance of Knowledge Base articles 

Position Requirements:

• Minimum 3 years customer support experience
• Strong written and verbal communication skills
• Experience troubleshooting MS Windows applications and basic networking issues
• Experience with HPE NonStop systems 
• Provide after hours, on-call support (included in rotation after initial 90-day training).
• General cybersecurity knowledge and experience a plus
• Linux/Unix, Salesforce and JIRA experience a plus

XYPRO, a well-known cybersecurity software and solutions brand within the HPE NonStop community is headquartered in the beautiful foothills of Simi Valley. Our responsibility to a high-profile, international customer-base means you’ll participate in a fast-paced, results-driven environment meeting deadlines and celebrating exciting wins! Full-time, U.S. based employees enjoy excellent Healthcare, Dental, Vision, 401K, generous vacation time, paid parental leave, summer ½ day Fridays, regular company celebrations, and are encouraged to take their birthday off!

*No outside recruiters