Location
Waterloo, ON

About the Company
This publicly traded US-based infrastructure software company specializes in securing online communications and accelerating business applications across the distributed enterprise. With more than 25,000 installations worldwide, Bluecoat is ranked #1 in the Secure Content and Application Delivery market.

The Opportunity
Take the reins of a challenging and important role that will exercise your leadership and organizational skills as often as it does your technical expertise.

You’ll lead a growing team of engineers (team growth is estimated at 500-600% in the next two years) as they manage support resources and delivery mechanisms for the East Coast- and possibly extending to Latin America in the future.

Your job will be to champion productivity, quality and customer satisfaction. Effectiveness will be easy to prove in this metric-driven role where performance measurements are consistent and well-defined. Your team will look to you for the leadership and structure that come with strong management skills.

Because you’re so close to the customer, you’ll also sit at the table with product design, adding your feedback and experience to feature or enhancement reviews and implementations.

This opportunity has substantial latitude in day-to-day decision making, and the door to career growth is wide open.

Responsibilities
• Work with case management tools to ensure that support engineers provide case monitoring, status updates, documentation, notification, and customer communication
• Maintain 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
• Work with the NA and WW Support management team to ensure that standard process and procedures are utilized.
• Ensure complete and accurate issue documentation
• Investigate, develop and present formal and informal training
• Oversee the processing of urgent issues from system engineers in the field
• Provide innovative process improvement recommendations reducing support costs, complexity, and/or improving customer service levels
• Report on operational metrics and provide improvement action plans as needed

Who Should Apply
• Experience working directly with customers in a high-tech, service-related position
• Strong technical troubleshooting ability
• Must be able to quickly learn new technologies
• Strong organizational and customer service skills
• Experience dealing directly with large Enterprise, Internet organizations
• Flexible with the aptitude to manage multiple tasks in a fast-paced, dynamic environment while meeting critical deadlines
• Ability to conduct scientific analysis of facts, information gathering, and create test plans
• Strong verbal and written communication skills including the ability to interface with multiple organizations and management levels (end-users, Systems Engineers, Product Management, and Development)
• Application and routing protocol knowledge including TCP, IP, routing, NAT, DNS, DHCP, HTTP, MMS, RTSP, FTP, IM, Sockets; TCP/IP skills are very important
• Working knowledge of the interoperation of various remote access technologies – e.g. RADIUS, LDAP, NTLM, firewalls, etc.

Cash and Prizes
Base salary plus profit sharing. RSP plan, employee stock purchase plan and health benefits.

Contact
To make an inquiry or to submit a resume, please contact: Penny Curtis