Network Support Engineer

Your Impact

Monitor queue for adherence

Monitor queue and track inbound and outbound interactions while keeping technical support engineers and management aware of day to day volume

Interact with engineers to provide and process information in response to inquiries, concerns, and requests about Client products and services

Manually assign cases when necessary

Identify and escalate priority issues to the appropriate team

Facilitate warm hand-offs or transfers between support partners and PAN engineers

Facilitate theatre and time zone realignments

Assign maintenance events to engineers based on skillset and service level

Monitor long interactions to identify engineers who need technical assistance with issues

Provide the initial response to sales escalations and ensure the case is being worked appropriately

Provide detailed interaction reports and scheduling changes to all levels of management

Keep track of attendance, daily statistics, paid time off, sick time, in WFM and adjust schedules when necessary

Your Experience

Experience in Enterprise high technology Support Delivery and/or Support Quality role

Successful track record of delivering quality results in a complex environment

Consistent and disciplined

Meticulous and observant

Proven ability to develop effective, matrixed, cross-organizational relationships, collaborating and communicating across business and technology stakeholders and multiple geographies

Solid leadership skills; self-motivated and a self-starter with a "can do" attitude

High degree of professional confidence and credibility with effective presence, strong written and verbal communication skills

Ability to communicate technical concepts and plans at all levels

Experience in creating reports and communication for Senior Management audience in high pressure and time-critical situations

The Team

Our technical support team is critical to our success and mission. As part of this team, you enable customer success by providing support to clients after they have purchased our products. Our dedication to our customers doesn’t stop once they sign – it evolves. As threats and technology change, we stay in step to accomplish our mission.

You’ll be involved in implementing new products, transitioning from old products to new, and will fix integrations and critical issues as they are raised – in fact, you’ll seek them out to ensure our clients are safely supported. We fix and identify technical problems, with a pointed focus of providing the best customer support in the industry.