Technical Support Analyst
Layer 7 Technologies Inc. - Vancouver, BC

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Layer 7 needs several more Technical Support Analysts, based on growth, not replacement.

Deloitte calls us one of the fastest growing tech companies in North America. We're 4 years highly profitable! Gartner and Forrester rave about our products.

We have a fun team and a positive work/life balanced environment. Based in downtown now, we are moving to a plush new location across from the Art Gallery at the HSBC building soon.

Our gateway products started by providing security for web services and have evolved into leading API management tools. Major clients include MasterCard, Best Buy and the US Army.

Responsibilities:

Troubleshooting complex Web applications, networking issues, Web services interactions and end-user usability limitations in the use of the SecureSpan product suite.
Managing a technical support case queue for customer-based issues originating from the various support channels (phone, email and self-service portal).
Providing superior client management, including excellent communications, responsive follow-through and advocacy for client issues within internal departments.
Prioritizing numerous issues of varying severity and effectively managing the resolution of all issues, within accepted service levels.
Actively participating in reviewing support material slated for customer distribution (e.g. manuals, quick-start guides, support Web site FAQs etc.)
Provide the Product Development organization with input regarding future product development, based on customer requests, industry experience and case management.

Requirements:
Strong personal communication and customer service skills, as well as previous experience in a customer support environment, are essential to this position.
High technical competence in a variety of operating systems (Unix/Windows/Solaris).
Strong understanding of network infrastructure concepts (TCP/UDP protocols, packet routing, DHCP etc.) and devices (firewalls, proxy servers etc.)
Experience working with XML-based technologies is an asset.
Working knowledge of relationship database systems (MySQL/Oracle/Microsoft SQL). Understanding of SQL query construction an asset.
Ability to work both independently and as part of a team.
Ability to maintain a high levels of integrity, work quality and service excellence.
Ability to prioritize multiple tasks, adhere to established deadlines and perform under pressure.
Ability to work in a fast-paced, entrepreneurial, high-tech environment.


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