Now Hiring - Cavirin - Information Technology Senior Technical & Sales Support Engineer in San Jose, CA

As a Senior Technical Engineer (as a part of the Customer Success team), you will handle customer technical support efforts by investigating and resolving technical issues involving our existing customer base as well as presales prospects. Become a subject matter expert on our platform, lead and engage customers while acting as a focal point on Cavirin’s Sales and Engineering teams.

Duties:

Demonstrate our product’s capabilities and its ability to solve specific customer problems, while contributing to build referenceable accounts and positive brand awareness. Help meet revenue targets and help upsell the installed base, while also focusing on customer success and satisfaction by attending customer meetings, and sharing your learnings about how they work with the sales team. Be a pro-active team player, aiming to get the best out of those around you. Participate and work closely with engineering teams to continue to build your technical expertise. You will also:

• Be the main technical resource to answer/ educate the customer on issues ranging from features, specifications and functionality to integration / on-boarding
• Understanding the technical complexities of our product and our platform and be able to “dig in deep” alongside our engineering team to resolve issues
• Assume the responsibility of the quickly solving technical issues affecting our customers and presales prospects
• Partner with our customer’s engineering teams to investigate resolve technical issues
• Represent Cavirin’s technology and provide understanding and clarity to technical issues and questions
• Use a lab and test environments to investigate situations and scenarios that may arise in the field
• Review new product releases and provide feedback to our product and engineering teams
• Document resolutions to solved issues and generally contribute to the technical and engineering knowledge base and roadmap
• Help customers plan and understand the best way to utilize the Cavirin platform based on business needs and plans
• Help define and/or optimize Cavirin’s customer success procedures and best practices
• Work with customers and finance to understand and ensure license renewals

Responsibilities:

• Handle customer support issues and paths for escalation
• Win customer confidence
• Proactively follow up and close open issues with customers (i.e., checking back)
• Participate in and sometimes develop customer training in conjunctions with sales and engineering
• Coordinate with sales and engineering teams
• Provide feedback to product management for customer feature requests
• Participate in sales, marketing and partner events, and contribute to overall team success

Requirements:

• Bachelor’s degree and or experience in working in a customer success or pre-sales role in the software industry
• Quick learner in understanding technologies relating to customer environments
• Ability to troubleshoot issues and provide solutions
• Strong selling skills and impressive communication skills (written and oral)
• Technical knowledge and experience with security, IP networking, DevOps concepts, IT Infrastructure, scripting (i.e., python), the public cloud (AWS, Azure, Google), SaaS delivery models, Windows, Linux and virtualization such as VMware

Technical Expertise:

• Expert level expertise with:

• Cloud technologies such as AWS, Azure, GCP
• Virtualization technologies, VMware
• Container technology, Docker
• Compliance frameworks such as NIST, ISO, PCI, HIPPA
• Operating systems and tools such as Linux, cron, bash, Microsoft, Active Directory
• Platform environment, Rest APIs, Postman
• Python, JSON and scripting methodologies

• Mid level expertise with:

• Microservices and tools like REST APIs, Postman
• Past experience with Zendesk a plus

What’s in it for you:

• Opportunity for career growth
• Competitive salary
• Full health, dental, vision, and supplemental life insurance
• 401(k) matching
• Equity

Job Site: Cavirin Systems, Inc., 5201 Great America Pkwy, Suite 419, Santa Clara, CA 95054.

Contact: Send resume with job code to HR, Cavirin Systems, Inc., 2114 Ringwood Avenue, San Jose, CA 95131.

Note: Applicants should be able to work full-time on-site at Cavirin’s Santa Clara HQ office and should have the right to live and work in the United States to apply for this role.