Support Engineer

Chicago, IL and London, UK

About the Position:

Our cloud security and networking company is growing quickly. We are seeking someone to put a human touch on our support. The Support engineer will be eager to jump in, learn quickly, and immediately take on customer support via forums, email, IM, phone, and Skype.

High quality customer interactions are much more important to us than closing tickets. A support engineer will help us ensure our customers understand and are satisfied with every interaction with us.

While we hope our products are straightforward, our customers frequently need help configuring their networks. VNS3 is compatible with most devices and clouds but every set up is unique. We need your help to both educate and assist customers who get lost along the way.

Not all of your time will be responding to tickets. We expect support engineers to also learn as they go, both about enterprise security needs and network technologies. You will have the flexibility to work with sales, engineering and/or solutions architect teams to expand your role as you grow.

You Are:

  • A technical-minded person looking for more exciting opportunities to learn and flex your mental muscles
  • Hungry to devour knowledge, even if it isn’t “in your job description”
  • Ready for new, fast-paced challenges every day
  • Excited about the future of technology: networking, cloud, containers, IaaS, and open source
  • Skilled in the ways of communication – the written word, teamwork, and empathy
  • A rare breed of listener, problem-solver, and teacher
  • Passionate about getting it right, not finishing it quickly
  • Eager to dazzle us with your ability to adapt and learn beyond any old job description

Responsibilities:

  • Respond to inbound support questions and issues professionally and compassionately
  • Work with other troubleshooting professionals to successfully address escalated concerns
  • Collaborate with sales and marketing teams to create helpful FAQ content, videos, and documentation
  • Ability to learn on the job while working with cloud providers, software stacks, and networking boxes

 

Skills & Qualifications:

To be considered for this Solutions Architect opportunity you will have:

  • Excellent communication skills and customer facing demeanor
  • Mix of previous technical, customer service, or enterprise experience preferred
  • Demonstrated ability to develop creative and non-traditional solutions
  • Ability to translate complex technology features into business value
  • Self-starter with the ability to juggle multiple priorities
  • Proven team player in a high-pressure environment
  • Associates degree preferred or equivalent work experience, but consideration given to “wildcard” qualities that stand out

Significant preference for candidates with:

  • 1-2 years of account management or Contact Center based Customer Service
  • Foreign language skills – Spanish,
  • Prior Zendesk or support center experience
  • Experience working with virtual / remote team members
  • Strong understanding of enterprise software and services, SaaS, and service APIs

US Citizens or green card holders Only. We cannot sponsor work visas at this time. 

To Apply:

Email your resume to jobsATcohesive.net. Include any cover letter or relevant detail in the email itself.

Recruiters, please don’t contact this job poster. Do not contact job poster about other services, products, or commercial interests.

Cohesive Networks is an equal opportunity employer. We do not discriminate on the basis of race, gender, age, ability, religion, sexual orientation, or national origin.

About Us

Cohesive Networks builds and supports VNS3, a family of virtual networking appliances that are available on top of most cloud IaaS infrastructures. Customers look for security, connectivity, and integration for their vital applications, and use VNS3 to power their businesses.

Our VNS3 technology lets cloud customers customize networking features for specific use cases. Customers save cloud run time costs and simplify network management. Currently, VNS3 is available in the cloud marketplaces for Amazon Web Services (AWS), Microsoft Azure, CenturyLink Cloud, and ElasticHosts. VNS3 is also available for IBM Bluemix/Softlayer, Google, VMware, OpenStack, HPE Eucalyptus, Abiquo, KVM, and Xen.

When hiring, we look for candidates who can adapt quickly and apply new ideas to their role. We give an “elasticity test” to all applicants, from software engineers to sales. The test is not technical, but a way to measure how you process, learn, and express new information in a limited amount of time. Just like our software, our team is software, vendor, and education agnostic. All new hires spend roughly 2 weeks in the Chicago Headquarters to get to know the team and take the “Cohesive Class.”

Perks:

  • Contract or Salary, DOE
  • Competitive salary, including equity option
  • Generous paid vacation with NYSE holidays
  • Flexible work from home policy
  • Flexible work hours
  • Company subsidized transportation
  • Health & dental benefits for full-time
  • Regular team events and happy hours
  • Maternity/Paternity Leave
  • Ongoing education and certification sponsorship
  • Office benefits: near CTA & Metra, in-building gym membership, team outings