Customer Support Engineer

Overview

Reflex Systems employs the best and the brightest minds in the virtualization management and security industry. Reflex Systems, first to market with the Reflex Virtual Security Appliance in 2006, is the industry leader in virtualization management and security. Reflex's VMC is designed to provide customers with the essential management capabilities needed to effectively manage the complex, dynamic virtual environment, capitalize on the existing virtualization investment, reduce cost through efficient management, minimize downtime and maintain a reliable virtualized infrastructure.

Job Description

We are actively seeking a highly motivated Customer Support Engineer who wants to join a dynamic, growing virtualization management and security provider in Atlanta, Ga. This role works closely with potential and existing customers to ensure the experience with the Reflex product set exceeds all expectations. Compensation includes a competitive salary and benefits package.

Responsibilities

• Provide courteous, professional technical telephone support for customers on a variety of software problems
• Document call logging, updating, and closing of all call activities and assignments in case management system
• Provide customers with technical assistance and guidance to prevent recurring problems
• Provide management with status reports
• Improve and develop technical Support skills through outside education, self-study, etc.
• Provide and update product knowledge base content
• Provide remote customer training and installation help via WebEx or similar technologies.
• Assist in the creation and maintenance of support documentation and product user guides.
• Assist in the creation and maintenance of product training materials
• Normal business hours plus rotating "on call" service.

Requirements

• Prior help desk / customer support experience
• Must have good written and verbal communication skills
• Strong problem solving skills
• Proven excellence in customer service
• General knowledge of PCs and networking
• Proficient in Windows 2000/XP/Vista
• Working knowledge Linux command line operations
• Working knowledge of network security concepts and practices (Firewall, IPS/IDS)
• Working knowledge of data center management concepts and practices
• Working knowledge of VMWare VI3 (ESX) product line operations and management

Benefits

• Employee stock option plan
• Health / dental insurance
• Short-term disability insurance
• Long-term disability insurance
• Life insurance
• Paid holidays/vacation
• 401k plan