Montreal Tech Watch

Company: Coradiant

Position: Technical Customer Support

Responsibilites and Tasks:
Reporting to our VP Client Services, as a member of our Customer Support team, you will provide technical support primarily to our enterprise customers who are working to implement Coradiant solutions. You will be the primary interface between Coradiant and our customers. The ideal candidate will have the ability to consult with, present technical information in easily understood terms, and develop relationships that meet and exceed customers needs.

You will work closely with Coradiant’s QA department to ensure all problems are resolved with the highest levels of customer satisfaction through quick and thorough turnaround on customer issues. If you enjoy taking things apart, breaking them, and then figuring out how to put the pieces together this position may be of interest to you. This is a great opportunity to make a significant contribution and gain valuable experience. In addition, this is one position where the job itself is better than the job description.

Specific duties and Responsibilities:
• Coordinate with the Client Services team, and the staff in quality assurance to resolve complex customer problems
• Respond to customer inquiries, primarily via email and telephone as necessary to maintain client SLA’s
• Properly document all customer interactions and troubleshooting actions into the ticket tracking system
• Manage, troubleshoot, and respond to open issues to ensure appropriate resolution time
• First line of contact for support

Additional Responsibilities Include:
• Participate in weekly Sales engineering, and Support meetings providing input on customer related issues
• Proactively identify, record and revise current procedures to improve customer satisfaction
• Provide product feedback to Product Management and Engineering teams by disseminating input (enhancements and bugs) from customers, prospects, partners, and Sales people.
• Conduct online and in person product training courses for customers
• Act as an escalation point for sales engineers with product demonstrations, prospective clients, and product hardware/software support
• 10% business travel

Required Knoweledge:
The successful candidate for this role will have:
• 2-5 years of technical support or customer facing work experience
• At least 2 years of related software and hardware experience
• Strong verbal agility and fluent written communication skills (English)
• Hands-on technical skills with the inquisitiveness to learn new products and ideas
• Tack-sharp analytical and problem solving abilities
• Ability to work in a dynamic and growing environment
• A work style that emphasizes a disciplined and organized approach to supporting customers
• Professional telephone etiquette

The successful candidate for this role will also posses at least a few of the following assets:
• Experience in enterprise and public data centers working with firewalls, load-balancers, switches, routers, reverse proxy caches, and traffic shapers
• Strong familiarity of the web networking stack, from Ethernet and IP datagrams to TCP sessions and HTTP transactions and using network tools like tcpdump and ethereal
• Familiarity with the installation and configuration of Linux or Unix operating systems
• Setup and operation of TCP/IP networking on Linux or Unix systems
• Ability to diagram and explain complex, highly available multi-tiered network topologies
• Experience working with database solutions (Oracle a plus)
• Familiarity with mission-critical, multi-tiered web applications such as those that run on WebSphere, WebLogic, Microsoft IIS, ATG Dynamo, or Oracle 8i
• Familiarity with load-testing and traffic generation including hosted synthetic testing (Keynote, Gomez, AcitveWatch) and load generation (Mercury LoadRunner, Rational Robot, Empirix, SilkTest)
• Familiarity operating Business Intelligence and/or Reporting solutions
• Familiarity with network monitoring via SNMP and enterprise management platforms such as HP Openview, IBM Tivoli, BMC Patrol, Concord e-Health, Mercury Topaz, and CA Unicenter
• Experience with high-traffic web services, including capacity analysis, monitoring, and change management.

Compensation:
Compensation is based on market standards and experience.

Additional info:
Coradiant innovated the Web-Performance Monitoring industry by introducing TrueSight, a systems appliance that monitors real user web traffic in real-time. Coradiant’s solutions enable companies that rely heavily on web based applications to measure the health, performance, availability, and functional integrity of web applications. This is an opportunity to enter into a new field poised for explosive growth.

Network Computing awarded Coradiant “Well Connected” at Interop-Las Vegas in 2006, following “Best of Interop” awards in 2005 and 2004, among other raves and awards TrueSight has earned in the past 3 years.

For more information about Coradiant, please visit www.coradiant.com.

How to apply:
To apply, please send your resume to careers@coradiant.com.

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