Serve as customer contact for field engineering and support issuesCollaborate with other functional team to ensure customer success and to retain high renewals rateTroubleshoot, research, reproduce, and escalate to Engineering to resolve bug and improve product via enhancementProvide on site support, training and advisory to customer

- Being a key player in ensuring the region meets and exceeds its revenue targets- Demonstrate outstanding technical expertise to solve technical escalations for customers from companies of all sizes ranging from small business to fortune 100- Work directly with clients via Phone, Email and screen-sharing sessions- Contribute actively to our knowledge base to enable customers to solve their own problems- Reproduce and frame bug reports to Engineering to continue to improve the… Show more - Being a key player in ensuring the region meets and exceeds its revenue targets- Demonstrate outstanding technical expertise to solve technical escalations for customers from companies of all sizes ranging from small business to fortune 100- Work directly with clients via Phone, Email and screen-sharing sessions- Contribute actively to our knowledge base to enable customers to solve their own problems- Reproduce and frame bug reports to Engineering to continue to improve the Datameer application- Provide top-notch customer service, contributing to outstanding results in our renewals-based business- Provide consultation to customer and product demonstration- Assist to troubleshoot Hadoop Ecosystem, example Spark but not limited to it Show less

- Serve as a single point of contact within FireEye Customer Support for assigned Platinum Priority Plus clients- Provide outstanding customer service and support to our Customers, Partners and Internal FireEye functions aligned to our published service level objectives, with due diligence and fast response.- Develop ongoing relationship with customers, operating as their advocate.- Orchestrate the status for customer communications as they relate to service requests, product… Show more - Serve as a single point of contact within FireEye Customer Support for assigned Platinum Priority Plus clients- Provide outstanding customer service and support to our Customers, Partners and Internal FireEye functions aligned to our published service level objectives, with due diligence and fast response.- Develop ongoing relationship with customers, operating as their advocate.- Orchestrate the status for customer communications as they relate to service requests, product feature requests, defects and customer project plans, providing clear verbal and written communication with appropriate cadence of regular updates aligned to agreed expectations. Driving elimination of any customer or internal bottlenecks leading to a timely resolution.- Provide proactive guidance and encourage adoption, assisting in deployment of new product releases.- In partnership with the Sales Account Teams conduct Quarterly Business Reviews (QBRs) of service delivery, pre-emptive maintenance, capacity planning and architecture review alongside industry threat insights.- Primary interface for critical escalations that require coordination across time zones and geographies. Manage in collaboration with our Support and Escalation Management leads, Platinum Priority Plus customer escalations.- Travel to customer sites to expedite problem resolution, provide FireEye visibility, facilitate communication and project manage initiatives.- Collaborate with other internal functions such as Product Management on behalf of assigned accounts to ensure best in industry customer experience. Use skills to successfully negotiate and resolve issues.- Advanced Security Expertise: Develop and extend comprehensive domain knowledge with particular emphasis on the FireEye Product Portfolio Show less

- A member of Asia-Pac Riverbed TAC team.- Assisting customers and resellers in worldwide with configuration and troubleshooting network and system issues.- Provides support for Riverbed WAN acceleration core products – such as, SteelHead/SteelHead Mobile/CMC/Interceptor products. - Subject Matter Expert on non-core products – such as, SteelApp, Web Application Firewall- Involving configuration, troubleshooting, logs & core dump cross analysis with Linux command line tools… Show more - A member of Asia-Pac Riverbed TAC team.- Assisting customers and resellers in worldwide with configuration and troubleshooting network and system issues.- Provides support for Riverbed WAN acceleration core products – such as, SteelHead/SteelHead Mobile/CMC/Interceptor products. - Subject Matter Expert on non-core products – such as, SteelApp, Web Application Firewall- Involving configuration, troubleshooting, logs & core dump cross analysis with Linux command line tools, tcpdump sniffing and Wireshark analysis. Show less

- Provided pre-sales technical support to sales account manager throughout the sales cycle to achieve business objectives.- Generated technical network/system proposals based on technology and product offerings.- Conducted technical solution presentation, product update and technical training.- Offered technical consultancy and analysis to customers.- Worked with post-sales team to ensure solution is delivered as proposed.- Maintained good rapport with customers and… Show more - Provided pre-sales technical support to sales account manager throughout the sales cycle to achieve business objectives.- Generated technical network/system proposals based on technology and product offerings.- Conducted technical solution presentation, product update and technical training.- Offered technical consultancy and analysis to customers.- Worked with post-sales team to ensure solution is delivered as proposed.- Maintained good rapport with customers and vendors.- Performed Proof of Concept (POC) testing and solution evaluation. Show less

- A member of Asia-Pac Riverbed TAC team.- Assisting customers and resellers in worldwide with configuration and troubleshooting network and system issues.- Provides support for Riverbed WAN acceleration core products – such as, Steelhead/Steelhead Mobile/CMC/Interceptor products. - Involving configuration, troubleshooting, logs & core dump cross analysis with Linux command line tools, tcpdump sniffing and Wireshark analysis.

- Provided pre-sales technical support to sales account manager throughout the sales cycle to achieve business objectives.- Generated technical network/system proposals based on technology and product offerings.- Conducted technical solution presentation, product update and technical training.- Offered technical consultancy and analysis to customers.- Worked with post-sales team to ensure solution is delivered as proposed.- Maintained good rapport with customers and… Show more - Provided pre-sales technical support to sales account manager throughout the sales cycle to achieve business objectives.- Generated technical network/system proposals based on technology and product offerings.- Conducted technical solution presentation, product update and technical training.- Offered technical consultancy and analysis to customers.- Worked with post-sales team to ensure solution is delivered as proposed.- Maintained good rapport with customers and vendors.- Performed Proof of Concept (POC) testing and solution evaluation. Show less