The XYPRO Customer Support Engineer is a sociable individual that enjoys problem solving and helping others. Join XYPRO Technology, a global provider of Mission Critical Security solutions where you will provide technical support to our global blue-chip customer base. As our customers’ touchstone to XYPRO, you resolve technical issues, answer general questions, research complex topics and provide how-to guidance on our suite of cybersecurity & database management solutions.
This role reports to the Senior Manager of Customer Support.
Essential Functions:
- Troubleshoot and resolve customer reported issues for XYPRO’s cybersecurity products
- Analyze customer provided data such as logs, traces and debugging details
- Document reported product defects and customer enhancement requests
- Provide timely and professional responses to technical issues reported by customers and team members
- Participate in User Acceptance Testing to ensure product quality
- Contribute to creation and maintenance of Knowledge Base articles
Position Requirements:
- Minimum 3 years customer support experience
- Strong written and verbal communication skills
- Experience troubleshooting MS Windows applications and basic networking issues
- Experience with HPE NonStop systems
- Provide after hours, on-call support (included in rotation after initial 90-day training).
- General cybersecurity knowledge and experience a plus
- Linux/Unix, Salesforce and JIRA experience a plus
XYPRO, a well-known cybersecurity software and solutions brand within the HPE NonStop community is headquartered in the beautiful foothills of Simi Valley. Our responsibility to a high-profile, international customer-base means you’ll participate in a fast-paced, results-driven environment meeting deadlines and celebrating exciting wins! Full-time, U.S. based employees enjoy excellent Healthcare, Dental, Vision, 401K, generous vacation time, paid parental leave, summer ½ day Fridays, regular company celebrations, and are encouraged to take their birthday off!
*No outside recruiters
