Technical Service Еngineer II

Job DescriptionKiteworks' mission is to empower organizations to effectively manage risk when sending, sharing, receiving, and storing sensitive content. Our platform provides comprehensive content governance, compliance, and protection, helping customers unify, track, control, and secure sensitive content, improving risk management and ensuring regulatory compliance. We are looking for a star Technical Services Engineer II who will make our team shine even brighter. He / she is responsible for providing technical support and services for products deployed as a physical or virtual appliance on-premise or off-premise in a public cloud. The role supports a very wide range of customers in a highly technical environment and assisting with new customer deployments.Job RequirementsMinimum of 3 years of hands-on experience supporting global enterprise software companies.Specific intermediate level of knowledge in resolving complex product issues, security software products preferred.System Administration in LAMP environment (Linux, Apache, MySQL, Perl/Python/PHP).Familiarity with enterprise environments: Directories (LDAP, Active Directory), single sign-on, Windows SharePoint.Networking, firewalls, routing issues, WAN, VPN, proxy, and DNS.Understanding of protocols DNS, SMTP, SFTP, HTTPS, SNMP, SSL, SSH etc.Technical proficiency in Windows desktop and server environments, networking, security, virtual platforms, mobile devices and web applications.Strong customer service skills with high level of professionalism and ability to work in complex situations.Ability to manage time proactively as well as reactively when working on new deployments.Excellent oral and written communication skills with both technical and non-technical audiences.Must be self-motivated, able to multi-task and manage priorities effectively and work well as a part of a globally distributed team.Bachelor’s degree in Computer Science, Computer Engineering or a related field preferred.Active or recently lapsed security clearance or willingness to obtain clearance required.Job ResponsibilitiesEfficiently investigate and resolve incoming questions (phone and email) and issues in a timely and effective mannerWork with new and upgrading Kiteworks customers on deployment of new Kiteworks solutions, alongside Customer Success Managers.Maintain accurate documentation of all customer interactions, including troubleshooting steps and problem resolution in our CRM systemCreate knowledgebase articles and internal documentationParticipate in out-of-hours on-call rotation.Contribute to process improvement initiatives aimed at fostering a culture of efficiency and best-in-class practices. When necessary, roll up your sleeves and dig in to help address customer issues alongside the core Engineering team.Leverage knowledge of your customers’ environments to assist Engineering and Professional Services teams in better serving your customersWhen necessary, recommend proactive measures to help customers avoid issues and to ensure customer success (e.g. professional services engagements, training sessions, etc.)Job BenefitsYour Workplace: hybrid – work 3 days in our modern office and 2 days remote!Your Equipment: Mac or Microsoft – you work with the IT equipment of your choice.Your Health: Stay healthy with our additional health insurance. Stay fit with our Multisport card, subsidized 100% by Kiteworks. Your KITEWORKS: On-site, stay hydrated, enjoy coffee, tea, snacks and the obligatory fruit basket twice a week. Have fun with our team events and parties. Shop with 200 BGN monthly in Food vouchers.Your Extra: Stay on top of your game with our competitive compensation package including stock options