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Technical Customer Support Engineer

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Company: MATRIX Resources

Location: San Francisco, CA

Date Posted: July 9, 2014

Source: Matrix Resources

Technical Customer Support Engineer - Industry Leader & Booming Growth Opportunity!

San Francisco, CA
Contract-to-Hire

Our client, the market leading on-demand identity and access management service is seeking a Technical Customer Support Engineer for their team. The Technical Customer Support Engineer will be responsible for delivering outstanding customer support and delighting customers. We are looking for an experienced, enthusiastic and hands-on technical customer support leader who can rapidly learn the company's value proposition and apply to customers of all sizes. The candidate is responsible for collaborating with the Professional Services team to assure a smooth transition post-deployment to support/maintenance phase. The candidate is also responsible for improving customer service quality results by studying, evaluating, and re-designing processes; establishing and communicating service metrics; monitoring and analyzing results; implementing changes. This role will report to Director of Customer Support.

Responsibilities:

  • Work hands on with customers, in a post-sales role to provide support ...

Technical Customer Support Engineer - Industry Leader & Booming Growth Opportunity!

San Francisco, CA
Contract-to-Hire

Our client, the market leading on-demand identity and access management service is seeking a Technical Customer Support Engineer for their team. The Technical Customer Support Engineer will be responsible for delivering outstanding customer support and delighting customers. We are looking for an experienced, enthusiastic and hands-on technical customer support leader who can rapidly learn the company's value proposition and apply to customers of all sizes. The candidate is responsible for collaborating with the Professional Services team to assure a smooth transition post-deployment to support/maintenance phase. The candidate is also responsible for improving customer service quality results by studying, evaluating, and re-designing processes; establishing and communicating service metrics; monitoring and analyzing results; implementing changes. This role will report to Director of Customer Support.

Responsibilities:

  • Work hands on with customers, in a post-sales role to provide support services.
  • Be proactive in providing outstanding customer support.
  • Be prompt and provide high quality service to customer requests.
  • Act as a liaison between Customers and Product Management to drive product development.
  • Interact with all levels of management and roles within the customer organization and company.
  • Collaborate with the lead generation team for streamlined hand-off of evaluating customers.
  • Perform hands on configuration and troubleshooting of the Product.
  • Shape and Influence growth and scalability, by designing new offerings, and finding new ways to deliver amazing customer satisfaction.
  • Survey customers to collect feedback and drive continuous improvement in our delivery capability.
  • Ensure quality and time management processes are followed by team (e.g., change controls, time tracking).
  • Use knowledge repository of support best practices and other customer ideas which can continually enhance the platform.

Qualifications:

  • 5+ years of related experience.
  • Bachelor's degree (in Computer Science, Management Information Systems or related field) or equivalent.
  • Expert knowledge of Active Directory Group Policy creation and maintenance.
  • Strong working knowledge and previous experience configuring and administering Windows services such as Active Directory, DNS, DHCP and Group Policies.
  • Knowledge of Identity Access Management solutions.
  • Knowledge of LDAP, SSO, SAML.
  • Knowledge of Cloud Applications such as Salesforce, Workday, NetSuite, Box, etc.
  • Knowledge of Java, PHP, Perl, Javascript.
  • Tier 1-3 level support to troubleshoot and resolve SaaS/PaaS solutions.
  • Problem resolution including root cause analysis.
  • MCSE with concentration in Active Directory 2008 R2 preferred.

Application Requirements
  • Client will not accept subcontractors
  • You must be authorized to work in the U.S. on a full-time basis.


Required Qualifications:
  • Java
  • Identity Management (IdM)
  • PERL
  • SaaS
  • LDAP
  • Active Directory
  • PHP
Benefits/Perks
  • MATRIX: Medical
  • Dental
  • Vision
  • and Life Insurance for Full-time W2 Consultants. Supplemental Disability and Long-Term Care Insurance
  • Dependent Care Assistance. 401(k) with Roth feature. Free e-Learning Courses

    Okta:

About MATRIX

For more than 30 years, MATRIX has helped talented technology professionals get ahead in an ever-changing marketplace. Whether you are actively pursuing new job opportunities, or simply seeking market insight or career advice, we have you covered.

In the past 5 years alone, the MATRIX team has connected more than 12,000 IT and Telecom specialists with new contract, contract-to-hire and direct-hire opportunities at companies across the U.S. Our clients range in size from the Fortune 50 to small start-ups, and span all major industries. Over that same time, we’ve reached hundreds of thousands more technology professionals with our Staffing and Professional Services blogs, Salary Surveys, Tech Trend articles, Newsletters and, of course, through one-on-one conversations with our experienced Recruiters and Account Executives.

At nearly $200 million in revenue in 2013, MATRIX is able to offer access to top-tier client companies, value-added services and benefits that rival or exceed those of even our largest competitors. Our outstanding benefits package includes optional medical, dental, vision and disability insurance, as well as free and discounted skills training. The MATRIX team also offers more personalized services such as career advice, resume customization and interview preparation - keeping the focus on you, your career, and how best to assist you on your journey. So whatever your career destination, we’re how you get there.

Please Note: Your resume will never be submitted to a client company without your prior knowledge and consent to do so.

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