The Customer Support Engineer's (CSE) primary responsibility is to provide direct technical support to internal and external customers and partners. The CSE uses knowledge-based tools and works with colleagues to resolve complex technical issues. CSEs work across organizations to solve complex issues and follow reported problems through to their resolution. In addition, CSEs may be assigned special projects including: documentation review, Beta participation, product demos, and presenting technical forums.

Responsibilities

- Provide technical support to internal and external customers and partners

- Work with our case management tools providing case monitoring, status updates, documentation, notification, and customer communication

- Must achieve a thorough understanding of product architecture, technical components, and application functionality

- Participate in product design and technical reviews related to new features or enhancements, providing product support and implementation feedback

- Communicate to team members and management any factors affecting quality and/or service levels

- Attend training and complete self-study to acquire, maintain, and increase knowledge as it pertains to job skill requirements

- Work as a team member at all levels within the Technical Support group to bring expert knowledge related to the product or its application, or in the product support capacity as required

- Document internal and external customer and partner interactions and resolutions in the existing knowledge based system

- Use knowledge based tools to diagnose and resolve product technical issues for customers within predefined SLA timeframes

- Investigate, develop and present formal and informal training on Blue Coat Systems or related networking products and support issues

- Pro actively document and communicate issue resolutions with team members

- Take ownership of escalated service requests

- Handle urgent issues from system engineers in the field

* Advanced experience using telecommunications and data networking test equipment such as Ethereal and/or SnifferPro

* Application and routing protocol knowledge including TCP, IP, routing, NAT, DNS, DHCP, HTTP, MMS, RTSP, FTP, IM, Socks; Advanced TCP/IP skills are required

* Strong technical troubleshooting ability

* Strong organizational and customer service skills

* Flexible with the aptitude to manage multiple tasks in a fast-paced, dynamic environment while meeting critical deadlines

* Working knowledge of the interoperation of various remote access technologies - e.g. RADIUS, LDAP, NTLM, firewalls, etc.; must be able to quickly learn new technologies

* Working knowledge of Internet Services, e.g. Web Services, Media Servers, Proxy Services, Browser and Media Player operations.

* Experience with Netscape Communicator and Microsoft Internet Explorer/Outlook

* Ability to conduct scientific analysis of facts, information gathering, and create test plans

* Experience working directly with customers in a high-tech, service-related position

* Bachelor's degree or equivalent experience in Architecture, Engineering, Computer Science, MIS, or related field

* CCNA and/or CCNP and/or CCIE required

* Minimum of 4 years in technical support position or similar engineering background in telecommunications / data communications.

* Experience dealing directly with large Enterprise, Internet organizations