Position Overview & Specifications
Role Responsibilities:
Sales
- Perform required sales engineering duties to meet company sales targets
- Assist in the development and implementation of sales, support and marketing activities
- Advise, coach, train, motivate both in-house and channel sales teams
Support
- Engage customers in a professional, courteous, honest manner
- Assist Support Technicians and Engineers with the existing user base to ensure all customers are professionally serviced in a timely manner
Solutions Engineering
- Achieve and maintain expert level knowledge of ContentKeeper products and services
- Acquire the knowledge and expertise necessary to position ContentKeeper against competitive products
- Provide pre-sales, technical web demonstrations, highlighting the advantages of the product
- Provide on-site presentations/demonstrations as part of the pre-sales process
- Attend trade shows as a product expert
- Acquire and maintain the networking/hardware knowledge necessary to implement ContentKeeper in customer networks
- Schedule and facilitate customer product evaluation/deployment process
- Manage on-site evaluations/deployments when appropriate
- Manage customer escalations, by taking ownership of high priority and/or complex issues from Support Engineers
- Assist with product/process documentation
- Assist writing technical and presentation documentation
- Assist with product design and documentation
- Support and train the support staff
- Miscellaneous Assigned Projects
Company
- Provide strategic advice to product development in accordance with market demands and opportunities.
- Help develop, discover and pursue business opportunities
- Follow Quality Management procedures and EEO principles and practices
- Other duties which facilitate company profitability
Professional Expectations
- Exceptional written and oral communication skills are essential, strong customer focus, and ability work with both technical and non-technical people
- Follow the general operating procedures outlined in the “General Support Processes and Procedures” documentation
- Proactively communicate ticket status to customers for all open issues
- Maintain clear, concise and complete ticket documentation for customer requests
- Know and follow company and department protocols
- Continuously develop product knowledge and applicable use in the industry
- Know and maintain technical knowledge of products, services and technologies that the company supports
- Know and maintain a professional knowledge of the Web Security market and competitive products
- Other duties as directed
Preferred Qualifications
- 5 years Educational focused information technology background
- CCNA or equivalent networking experience
- Intermediate to expert level experience with Linux
- Intermediate to expert level experience with protocol analyzers
- Network troubleshooting at a packet level
- Previous experience with web filtering products
- Strong understanding of directory services (i.e. Active Directory, LDAP, Google Directory)
- Experience with MDM solutions (i.e. JAMF, Mosyle, Filewave, Meraki, Intune)
- Experience with Google Workspace
- Hardware investigation and troubleshooting skills
- Experience with datacentre infrastructure
This is a UK based role and will work predominantly remotely however we do have an office in Nottingham city centre where there may be occasional travel for team meetings etc.
This is a full time permanent position.
*** STRICTLY NO AGENCIES ***