Careers

Support

Level II Technical Support Engineer

Everyone.net is a dynamic, fast growing company offering SaaS email and collaboration to the small and medium business and service provider (ISPs, TELCOs and Cable operators) markets. The company has provisioned over 30 million mailboxes for over 300,000 domains since 1998. Our solutions are built on a highly scalable infrastructure and include advanced services like IMAP and LDAP as well as anti-spam and virus protection.
 
To support our growing customer base, the Level II Technical Support Engineer will be responsible for providing comprehensive technical support of Everyone.net's products and services. This position is critical in maintaining the trust of our customers and you will have numerous resources, such as our NetOps and Engineering teams to resolve open issues. Our focus is to deliver Best in Class services for our customers and this position is an important resource for customer feedback and to drive customer driven enhancements.
 
We are looking for creative problem solvers, with the ability to multi-task and "think outside-the-box". You must be an excellent communicator who can disseminate information in a clear concise manner. Outstanding customer service skills and techniques that promote customer satisfaction and retention are a strong requirement.

Principal Responsibilities:

• Utilize technical ability to prioritize Level II support issues and respond appropriately to multiple critical situations simultaneously.
• Excellent customer support, communications and problem-solving abilities.
• Facilitate resolution of complex technical issues by collecting the necessary information, replicating the issue in-house, and working with the sustaining engineering team.
• Recommend workarounds and/or fixes for technical issues and insuring bug fixes resolve the customer's issue to their satisfaction.
• Keep the customer updated on the status of reported problems, as well as keeping the CRM system updated with current case information, recommendations, and resolutions.
• Work closely with other teams including Network Operations, Product Management and Engineering, when escalation of the problem is required.
• Assume a technical account management role for designated Premium customers by analyzing existing technical issues and proposing solutions.
• Author knowledge-base articles.
• Must be able to work after hours occasionally to provide support during service outage or disruption.

Required Skills:

• Minimum of 5 years experience dealing with technically complex questions in a well structured and professional fashion preferably in a Software Development or Email Hosting Company.
• Minimum 2 years experience working with hosted email systems.
• Knowledge of POP3, IMAP, SMTP, LDAP.
• Excellent technical understanding of Operating Systems, networking technologies, software applications and communication protocols.
• Strongly developed analytical and troubleshooting skills.
• Team player with high level of self-motivation, a strong desire to solve problems and multi-task with priority.
• Outstanding verbal and written communication skills.
• Should have the ability to maintain self control while defusing stressful customer situations.

Education:

BS in Computer Science/Engineering, MIS or related engineering/science fields.

This position has outstanding career and growth opportunities. We offer competitive salaries and a comprehensive benefits package, including stock options for all eligible employees.
 
Please include a cover letter, addressing your specific suitability for this position, when submitting your application to Job11106@everyone.net.

About Everyone.net

Everyone.net is a profitable, Silicon Valley based, pre-IPO Company with customers such as DirecTV, Netscape, Wolfgang Puck, and True Value Hardware and are backed by Silicon Valley venture firms El Dorado Ventures and Labrador Ventures.
 
At Everyone.net, you will join a motivated team of professionals, developing leading edge products in a fun and rewarding environment.