your resume.

GridNetworks brings to market the first technology to empower HD quality, ad-supported video on the internet by combining the cost savings and scalability of a peer-to-peer network with the stability, reliability and security of a traditional CDN. Our patent pending technology provides digital broadcast quality to customers who include film makers, television producers, software, games and music companies, rich media portals, and web integrators. It is the highest quality, most cost-effective and reliable solution for anyone who wants to deliver internet television.

Customer Support Engineers (CSE) are the primary customer contact for all technical issues regarding GridNetworks’ services. Our CSEs provide exceptional technical support by proactively notifying customers of technical issues as well as responding to customer requests. They are critical members of the Grid technology team and collaborate with other engineering staff in providing the best possible service to our customers.

RESPONSIBILITIES:

• Communicate the identification and status of technical issues to customers by providing quick and accurate response to systems alerts and/or customer communications via phone, email or tickets.
• Provide accurate, efficient, and customer-focused problem management by actively working open issues including but not limited to: keeping tickets up to date, providing regular status and updates to customers.
• Utilize monitoring tools to asses the state of production systems, networks and applications.
• Research complex customer issues and drive escalation to other internal and external teams.
• Work with other technical teams to understand system design and interactions.
• Manage status of escalations with service providers and vendors.
• Assist in the creation and maintenance of internal and external training and support documentation.
• Assist in the training and mentorship of other CSEs.

QUALIFICATIONS:

• 3+ years experience providing technical troubleshooting support to customers in helpdesk, tech support or NOC roles.
• Very strong analytical skills.
• Exceptional verbal and written communication skills demonstrated by clear, concise and accurate information for customers.
• High attention to detail as applied to the prioritization, analysis, troubleshooting, and escalation of multiple technical issues.
• Experience providing technical support to customers for services built on complex systems composed of Linux servers, network equipment, web applications, databases and PC/s (both Mac and Windows).
• Experience troubleshooting problems with the following technologies: Linux servers; Apache/Squid (or HTTP/HTML); DNS; basic javascript; Layer2/3 routers and switches from major vendors such as Cisco, Juniper, and Foundry; IP routing; VLANs; and LAN/WAN performance problems.
• Experience troubleshooting multimedia streaming and content delivery issues.
• Experience with SNMP monitoring and alerting tools such as Nagios, Cacti or similar.
• Experience using a trouble ticketing system.
• Desire and ability to collaborate on a strong technical team and as a self-directed individual.
• Bachelors in Computer Science, Mathematics or Engineering.
• Candidates must be a legal U.S. citizen or possess a Green Card.

Managed by executives from some of Seattle’s most successful technology companies, GridNetworks team members work in a dynamic startup environment. This is a place where individuals are empowered and collaboration and passion drive innovation and product excellence. Performance and integrity are rewarded through competitive salaries, benefits, a generous stock option program, and the opportunity to grow with one of Seattle’s most progressive new companies.

your resume.

GridNetworks does not accept agency resumes through its website. Please do not forward resumes to our jobs alias or GridNetwork employees. GridNetworks is not responsible for any fees related to unsolicited resumes. Please contact the Recruiting Department if you would like your agency to be considered for the GridNetworks Agency Partner Program.