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Customer Success Engineer

Full time ScreenBeam in Software & Technology Email Job
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Job Detail

  • Career Level Individual Contributor
  • Experience 3 Years
  • Education Diploma

Job Description

As part of ScreenBeam team, the Customer Success Engineer group plays a key role in interfacing with key customers and delivers the most accurate information gathered from the field to ensure we are providing the best product in market. The CSE serves as key contact to support customers and partners, and in addition assists our sales team to drive pre-sales, pre-deployment, and post-deployment activities for our wireless display business. Suitable candidate shall have expertise in end-customer service, supporting and troubleshooting skills. In addition, the candidate shall have strong knowledge and understanding of enterprise network security.

Areas of responsibility include

• Perform technical troubleshooting and support – phone, email, helpdesk, remote desktop and travel on-site when needed

• Engage with customer teams through all phases of pre-deployment and deployment, and organize outstanding issues presentable to the executive team

• Proactively reach out to customers with devices that are not performing optimally, and provide instruction on how to improve this performance

• Collaborate closely with PLM teams to diagnose and document new issues

• Co-develop training materials and review product documentation

• Train internal and external groups on product, best practices, deployment and troubleshooting processes

• Work with Product and Marketing teams, and present technical demos when needed (including customer visits, tradeshows, and events)

 

Skills

• Customer service minded; keen awareness of user expectations, timeliness of communications and a “here to help” attitude

• Strong interpersonal skills with the ability to communicate and interface with end-customers, partner/reseller, and cross functional teams

• Strong knowledge with corporate network environment; wireless and client device security policy, firewall, endpoint and anti-virus

• Strong knowledge of PC (laptop/tablets), media devices, and operating systems including Windows 10/7, MacOS, iOS, ChromeOS and some Linux

• Knowledge of approaches, tools and techniques for anticipating, recognizing, and resolving technical (hardware, software, application or operational) problems

• Attention to detail and ability to independently to investigate any issues interfering with product performance; document findings and use learnings to present actionable solutions for cross-functional (firmware, hardware, software/UX) team

• Ability to install, operate, and troubleshoot modern AV system is a plus

• Excellent verbal and written communication skills

Education

• Bachelor’s Degree in Information Technology or related field, or the equivalent combination of education, technical certifications or training

Qualifications

• Ability to start early

• 3+ years hands-on IT support experience

• 2+ years of experience working in a customer support/service capacity, in a SaaS or technology company is highly desired

• Familiarity with WLAN protocols 802.11g/n/ac is preferred

• Basic Audio/Visual and digital media understanding including HDMI, HDCP, and HDTV

• Experience in supporting public sector market segments such as (Enterprise, Educational, and Healthcare) IT-Level customer

• Willingness to travel frequently up to 50% (mostly in N. America)

• Capable of lifting and/or moving up to 50 pounds

+ if you have

• Have experience with or have with DNS, DHCP, TCP/IP, UDP, Firewalls and AD/AAD

• Knowledge with wireless network analysis and survey tools

• CCNA, CCNP, CWNA or CompTIA cert

Must be work authorized – no sponsorships

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