“The difference Precise makes for Symantec customers is increased uptime and better performance-with less delay in getting results. We appreciate i3.”
Michael Mulville Director, Infrastructure Administrator, Symantec Corporation
Receptionist/Administrative Assistant - Redwood Shores, Ca.
Responsibilities include (but are not limited to):
RECEPTION
- Greet and assist visitors and guests
- Answer and transfer calls in a professional manner
- Order office supplies, to include food and beverages; maintain the kitchen area & common areas
- Manage catering requests/orders
- Receive and distribute mail/packages
- Provide some off-site tasking (post office trips, catering order pickups, etc.)
ADMINISTRATION
- Assist company management with various tasks such as appointment scheduling, event planning, expense reporting and travel arrangements
- Provide miscellaneous project support
- Provide administrative support to the CEO when his assistant is out of the office
QUALIFICATIONS
- Experience working in a fast-paced, dynamic environment. Start-up experience is a plus
- Excellent people skills
- Strong organizational skills and an ability to multitask in a high-energy environment
- Strong ‘can-do’ attitude. Excellent team player
- Excellent communication skills, both written and verbal
- Proficient in MS Office applications, including Word, Excel, Outlook, and PowerPoint
- High School diploma or equivalent required; college degree preferred
Online Support Manager
MAIN FUNCTION OF JOBReporting to the Director of Worldwide Customer Support, the Online Support Manager is responsible for the overall strategy, implementation and operation of Precise’s online support initiatives, including the Precise Customer Portal and the Knowledge Centered Support (KCS) methodology within Precise Customer Support. The manager’s goal is to ensure the effectiveness of the methodologies, tools and content to assist Customer Support with providing Precise’s customers and partners with world-class online service.
As part of this role, the manager will have responsibility for the health and viability of KCS within Precise Customer Support, including training, coaching, process, and analytics. In addition, the manager will be responsible for all aspects of the Precise Customer Portal, including the usability and accessibility of the knowledge on the portal; the community forums and other aspects of online support. The manager will have direct responsibility and control over the portal design, content and usability.
SPECIFIC DUTIES/RESPONSIBILITIES- Overall responsibility for managing and evolving the KCS Program in Precise Customer Support including content standards, certification, solution quality, training, coaching, tools, analytics and communication
- Overall responsibility for managing Precise Community Portal, including administration, tools, content, community management and integration
- Engaging cross-functional contributors
- Tracking analytics, assessing program health, and taking action as needed
- Maintaining overall knowledge and content quality (searchable, usable, timely)
- Degree level or equivalent experience
- Fluent English, written and spoken
- Previous KCS leadership experience
- Previous experience in Self Service Support Programs in a high tech company
- Thorough understanding of the processes, procedures, and expectations of a technical support operation
- Customer focused with the highest standards for delivering value & exceeding customer expectations
- Experience building online interaction among members of a technical community around complex technologies.
- Experience with, and passion for, creating and consuming content of all types: blogs, articles, wikis, videos, etc.
- A track record of autonomy, leadership and self-direction; identify a problem, propose a solution, and make it happen
- Understanding of social media technology and trends as they pertain to enterprise software support
- Preference for working in a fast paced, entrepreneurial, start-up environment
- Proven history of developing new, sustainable processes. A self-starter with the willingness, and desire, to "roll up your sleeves" and get the job done
- Technical experience or good understanding of website administration, web technologies and Salesforce.com and on-demand services (cloud)
Technical Support Engineer
If you love technical challenges, if you are an experienced Web/J2EE administrator and/or developer, if you find troubleshooting and solving complex issues gratifying, if you are experienced working with Enterprise Customers and if working in a dynamic environment is the what you are looking for, your place is with us!
GENERAL JOB DESCRIPTION
We are currently looking to hire a Technical Support Engineer in our Denver, CO and Boston, MA area offices to support our application product line which includes Web, J2EE and .NET. The individual selected will provide technical support assistance to any Enterprise customers' issues. Please note, this is not an IT helpdesk position.
You will be responsible for handling first tier and first encounter customer support issues related to the Precise product suite via phone and email. This involves working closely with customers to troubleshoot, research, test, and resolve support issues. You will also be responsible for escalating any unresolved client issues requiring more attention to appropriate parties and provide solutions back to the customer.
SPECIFIC DUTIES- Troubleshooting, research, problem resolution and root cause analysis for escalated product issues
- Track and document customer issues, recommendations and resolution utilizing specific call tracking tools/methodology
- Managing and writing technical documents on how to resolve or workaround complicated issues
- Respond immediately to any emergency customer situations
- Travel for this position will be kept to no more than 1-2 times per year
- Degree in Computer Science or equivalent
- Motivated, self-starter and strong team player
- Excellent communication skills (verbal and written)
- 3-5 years of technical experience in a distributed computing environment
- Knowledge of Web servers (such as IIS and Apache) and how web applications work
- Familiarity with Java environment components, particularly J2EE components including Classpaths, JREs, Servlets/JSPs, EJBs, JDBC drivers, etc.
- Knowledge of Windows and Unix operating system environments
- Experience writing technical documents
- Experienced working with Enterprise Customers
- Basic knowledge of Application Servers, specifically Weblogic or Websphere preferred
- Knowledge of Java and Object Oriented Methodologies
- Understanding and experience with SAP a definite plus
- Understanding of databases such as Oracle, MySQL and SQL Server
- Experience reading and editing configuration files utilizing XML
- Knowledge in ERP systems such as PeopleSoft or Siebel
- Understanding of server networking, including troubleshooting networking problems
- Experience with Database/Application Performance Management systems
Development and Quality Assurance
Senior Software Engineer, Database SAP Team Or-Yehuda, Israel
- At least 3 years of experience in C++ development
- Experience developing products in a Windows environment
- Experience working with SAP (Transports, SAP Internals, ABAP)
- Experience working with data bases - an advantage (DBA or development)
- Bachelor's degree in Computer Science / IDF Mamram
Senior Software Engineer - J2EE Team Or-Yehuda, Israel
- At least 4 years of experience developing with Java, C++, C
- Experience working with Java, Java internals - an advantage
- Knowledge and experience with multi-threaded applications
- Experience in J2EE environment - an advantage
- Kernel and Windows internal - an advantage
- Knowledge of WebSphere or WebLogic - an advantage
- Experience developing products (not applications) in a UNIX and Windows environment - an advantage
- Bachelor's degree in Computer Science / Mamram
- Works independently and learns quickly
Professional Services - Solutions Specialist Washington DC, USA
RESPONSIBILITIESThe APM Solutions Specialist (consultant), will team directly with Precise clients, project managers, consultants and support other Precise representatives to drive Precise APM consulting engagements to successful completion. The Solutions Specialist will manage consulting engagements to ensure clients receive maximum value from their APM investments.
A successful candidate will utilize their knowledge of APM techniques in tandem with Precise products (i³, Insight Inquire and Application Service Dashboard) and other client tools to:
- Implement, administer and customize i³
- Analyze collected data to identify performance issues
- Make application performance tuning suggestions for many different application tiers, including (prior expertise in all supported application tiers is not necessary):
- OS
- Database
- Application Servers
- Webservers
- Storage Subsystems
- Queuing Technologies
- ERP Systems
- Professional Services engagements typically consist of:
- Plan for and instal Precise i³, Insight Inquire and Application Service Dashboard
- Use Precise tools to analyze collected performance data and make tuning recommendations
- Client mentoring/training
- Integrate Precise tools with clients' business processes, including alerts, dashboards and reports
- Custom development activities typically necessary for these tasks
- Presentations, including consultant APM analysis, Precise tool knowledge transfer sessions, business positioning, etc.
- Facilitate informational sessions designed to understand clients APM business needs and translate those needs into deliverables (alerts, reports, dashboards, SLA measurements)
- Document delivery and creation skills are required to successfully complete assignments
- Necessary Skills and Experience
- Security Clearance: Minimum of Secret security clearance or better
- IT Experience: 5+ years experience in IT and/or in consulting
- Travel: Some travel is possible to deliver PS engagements at client locations Since this position requires Secret security clearance or better, the intent is that most engagements would be delivered in the Washington DC area
- Trouble Shooting: Strong technical and project trouble shooting skills
- OS: Strong UNIX, and Windows 2000/NT navigation and understanding
- Soft Skills:
- Strong oral and written communications skills
- Outstanding time management discipline
- Ability to consult and establish credibility / trust with customers
- Can handle multiple simultaneous priorities
- Readily adaptable to change
- Strong analytical problem-solving skills
- Motivation: Must be a self-motivated person who can identify appropriate and necessary work, implement solutions, and solve a problem without being supervised
- Must be technically resourceful, able to work quickly and come up with effective solutions.
- Beneficial Skills and Experience:
- Experience with SNMP, Tuxedo and MQueue Series
- Functional knowledge of TCP/IP and protocols such as HTTP, SNMP, FTP, SSH and Telnet Experience with web-based Client/Server applications in an intranet/internet environment with a specialty in database and application performance tuning
- 5+ years experience and expert knowledge with at least one of the following database packages: Oracle, Sybase, SQL-Server or DB2
- Knowledge and understanding of best practice design patterns for SQL development and database layout
- Knowledge of database and SQL optimization techniques including how to tune SQL or a database using hints, indexes, partitions, modifying parameters, etc.
- Knowledge of SQL syntax and its impact on performance
- Ability to diagnosis, research and make suggestions for rewriting poorly performing SQL
- Knowledge of database networking protocols such as Oracle's SQL*Net
- Experience with application development in any of the following technologies a plus: Web and related technologies, J2EE & .Net
- Experience with Application Server management with any of the following application servers a plus: Websphere, Weblogic, IIS, iPlanet, JRun, Tomcat
- Success will be measured by:
- Ability to be an effective advocate for adoption of Precise tools and APM techniques within the client environment
- Integrating i³ into client's business processes with the intent to provide business value and ROI
- Intellectual property contributions to the Precise consulting organization
Professional Services - SAP Solutions Specialist
RESPONSIBILITIESThe APM Solutions Specialist (consultant), will team directly with Precise clients, project managers, consultants and support other Precise representatives to drive Precise APM consulting engagements to successful completion. The Solutions Specialist will manage consulting engagements to ensure clients receive maximum value from their APM investments.
A successful candidate will utilize their knowledge of SAP basis and APM techniques in tandem with Precise products (i³, Insight Inquire and Application Service Dashboard) and possibly other client tools to:
- Implement, administer and customize i³
- Analyze collected data to identify performance issues
- Make application performance tuning suggestions for many different application tiers, including (prior expertise in all supported application tiers is not necessary):
- OS
- Database
- Application Servers
- Webservers
- Storage Subsystems
- Queuing Technologies
- ERP Systems
- Professional Services engagements typically consist of:
- Planning for and installing Precise i³, Insight Inquire and Application Service Dashboard
- Using Precise tools to analyze collected performance data and make tuning recommendations
- Client mentoring/training
- Integrating Precise tools with clients' business processes, including alerts, dashboards and reports. Custom development activities are typically necessary for these tasks.
- Presentations including consultant APM analysis, Precise tool knowledge transfer sessions, business positioning, etc.
- Facilitating informational sessions designed to understand clients APM business needs and translating those needs into deliverables (alerts, reports, dashboards, SLA measurements)
- Document delivery and creation skills are required to successfully complete assignments
- Necessary Skills:
- SAP Experience: 5+ years experience dealing with SAP basis team ideally with performance tuning responsibilities.
- IT Experience: 5+ years experience in IT and/or in consulting
- Travel: Extensive travel necessary to deliver PS engagements at client locations
- Trouble Shooting: Strong technical and project trouble shooting skills
- OS: Strong UNIX, and Windows 2000/NT navigation and understanding
- Soft Skills:
- Strong oral and written communications skills
- Outstanding time management discipline
- Ability to consult and establish credibility / trust with customers
- Can handle multiple simultaneous priorities
- Readily adaptable to change
- Strong analytical problem-solving skills
- Motivation: Must be a self-motivated person who can identify appropriate and necessary work, implement solutions, and solve a problem without being supervised
- Must be technically resourceful, able to work quickly and come up with effective solutions
- Beneficial Skills and Experience:
- Experience with SNMP, Tuxedo and MQueue Series
- Functional knowledge of TCP/IP and protocols such as HTTP, SNMP, FTP, SSH and Telnet
- Experience with web-based Client/Server applications in an intranet/internet environment with a specialty in database and application performance tuning
- 5+ years experience and expert knowledge with at least one of the following database packages: Oracle, Sybase, SQL-Server or DB2
- Knowledge and understanding of best practice design patterns for SQL development and database layout
- Knowledge of database and SQL optimization techniques including how to tune SQL or a database using hints, indexes, partitions, modifying parameters, etc.
- Knowledge of SQL syntax and its impact on performance
- Ability to diagnosis, research and make suggestions for rewriting poorly performing SQL
- Knowledge of database networking protocols such as Oracle's SQL*Net.
- Experience with application development in any of the following technologies a plus: Web and related technologies, J2EE & .Net
- Experience with Application Server management with any of the following application servers a plus: Websphere, Weblogic, IIS, iPlanet, JRun, Tomcat
- Success will be measured by:
- Ability to be an effective advocate for adoption of Precise tools and APM techniques within the client environment
- Integrating i³ into client's business processes with the intent to provide business value and ROI
- Intellectual property contributions to the Precise consulting organization
Professional Services - Solutions Specialist Phoenix Arizona, USA
RESPONSIBILITIESSolutions Specialist (consultant) will team directly with Precise clients, project managers, consultants, support and other Precise representatives to drive Precise APM consulting engagements to successful completion. The Solutions Specialist will manage consulting engagements to ensure clients receive maximum value from their APM investments.
A successful candidate will utilize their knowledge of Performance Tuning techniques in tandem with Precise products (i³, Insight Inquire and Application Service Dashboard) and possibly client tools to successfully deliver Professional Services engagements at client sites. Typical engagement activities include:
- Planning for and installing Precise i³, Insight Inquire and Application Service Dashboard
- Using Precise tools to analyze collected performance data and deliver performance tuning suggestions for different application tiers, including (prior expertise in all supported application tiers is not necessary):
- OS
- Database
- Application Servers
- Webservers
- Storage Subsystems
- Queuing Technologies
- ERP Systems
- Client mentoring/training
- Integrating Precise tools with clients' business processes including alerts, dashboards and reports. Custom development activities are typically necessary for these tasks
- Presentations addressing APM analyses, Precise tool knowledge transfer sessions, business positioning, etc.
- Facilitate informational sessions designed to understand clients APM business needs and translate them into custom deliverables: Alerts, Reports, Dashboards, SLA measurements
- Creating and presenting engagement documentation
- Necessary Skills and Experience:
- IT Experience: 5+ years experience in IT and/or in consulting
- Application Infrastructure: Strong understanding of typical 3 tier architecture: Web, Application Server and Database
- Application Tiers: Successful candidates will be an expert in at least one application tier (Web/Application Server/Database) and have strong knowledge in other application tiers
- Expert level experience, including tuning that technology for performance in one of the following application or ERP areas, is required: Databases: Oracle and/or SQL Server (Sybase and DB2 beneficial)
- Application Servers: Java and/or .Net
- ERP: SAP, Siebel, Oracle Apps or Peoplesoft
- Travel: Extensive travel could be necessary to deliver PS engagements at client locations.
- OS: Strong UNIX, and Windows 2000/NT navigation and understanding
- Professional Skills:
- Strong oral and written communications skills
- Outstanding time management discipline
- Ability to consult and establish credibility / trust with customers
- Can handle multiple simultaneous priorities
- Readily adaptable to change
- Strong analytical problem-solving skills
- Motivated: Must be a self-motivated person who can identify appropriate and necessary work, implement solutions, and solve a problem without being supervised
- Must be technically resourceful, able to work quickly and come up with effective solutions
- Beneficial Skills and Experience:
- Experience with SNMP, Tuxedo and MQueue Series
- Functional knowledge of TCP/IP and protocols such as HTTP, SNMP, FTP, SSH and Telnet
- Experience with web-based Client/Server applications in an intranet/internet environment with a specialty in database and application performance tuning
- Knowledge and understanding of best practice design patterns for SQL development and database layout
- Knowledge of database, application server and SQL optimization techniques including how to tune SQL or a database using hints, indexes, partitions, modifying parameters, etc.
- Knowledge of SQL syntax and its impact on performance
- Ability to diagnosis, research and make suggestions for rewriting poorly performing SQL
- Knowledge of networking protocols such as Oracle's SQL*Net, TCP/IP
- Experience with Application Server management with any of the following application servers a plus: Websphere, Weblogic, IIS, iPlanet, JRun, Tomcat
- Success will be measured by:
- Ability to be an effective advocate for adoption of Precise tools and APM techniques within the client environment
- Integrating i³ into client business processes with the intent to provide business value and ROI
- Intellectual property contributions to the Precise consulting organization
Channel Manager - EMEA
The Channel Manager will manage all business development aspects of Precise's partnerships, with a primary focus on sales revenue and lead generation. The role will balance sales support, partner management, and salestraining with the focus of growing the sales funnel.
The Channel Sales Manager in acting as the interaction between Precise and its Channel Partners will be responsible for:
- Meeting and exceeding set sales quotas while adhering to Precise's sales rules of engagement.
- Manage and be the main point of contact for existing alliance partners.
- Aggressively drive partners to maximize sales and total partnership potential through sales best practices, training and support.
- Manage sales orders and provide status to partners and/or manager.
- Communicate effectively with partners on new products and service offerings.
- Create systems and procedures to streamline partner management.
- Work with marketing to drive programs and events to extend the relationships to new prospects.
- Managing a complex, enterprise solution sale with Precise's partners; to include managing the RFP process.
- Continually learning about new products and improving selling skills.
- Demonstrating industry knowledge.
- Providing weekly reporting of pipeline and forecast using the SalesForce automation tool.
- Keeping abreast of competition, competitive issues and products.
- Attending and participating in sales meetings, product seminars and trade shows.
- Preparing written presentations, reports, and price quotations.
- Conducting contract negotiations.
- Managing sales pipeline of 4 to 8 million.
- Defining and executing partner sales plans.
- Quota attainment.
- Pipeline quarter over quarter growth.
- Training and support of partners.
- Bachelors degree required
- 5+ years' sales experience in the solution software sales industries.
- Excellent communication skills (verbal and written).
- Successful achievement of 1M+ quotas, consultative enterprise/solution or technical sales.
- Ability to manage a pipeline with multiple accounts and partners.
- Ability to work in a team environment.
- Proven success prospecting, building a pipeline, moving opportunities through the sales cycle; proposing, presenting and discussing solutions with C-level and other decision-makers.
- Ability to craft a solution with appropriate products and services that meets business goals based on client discussions.
- This position requires the individual to be based in Southern Europe (France / Spain / Portugal / Italy).
- Must be able to travel up to 40-50% of the time.
Support Services Sales Representative (SSSR) - EMEA (UK)
Support Services Sales Representative (SSSR) is responsible for selling, renewing and expanding software maintenance contracts, migrating support contracts and upgrading licenses through indirect and direct sales channels. SSSR is responsible for maximizing customer retention and support revenue for EMEA. SSSR will work closely with the EMEA account team to optimize company revenue and enhance customer satisfaction.
RESPONSIBILITIES- Achieve/exceed quarterly and annual maintenance renewal quota targets
- Aggressively drive partners to maximize sales and total partnership potential through renewal sales best practices, training and support
- Up-sell support contracts and multi-year agreements and minimize support cancellations
- Effectively manage pipeline and provide timely and accurate forecasts
- Work with customers and partners on support contract migrations and product upgrades
- Serve as the primary point of contact for customers, partners and internal sales teams for all support and renewal related questions
- Participate in the negotiation of terms and conditions for support agreements
- Ensure the integrity of customer and renewal information in the Salesforce.com CRM system
- Assist with enhancing and improving systems and processes to increase efficiencies
- Minimum of 3+ years of sales, renewal contract management experience
- Inside sales or call center experience desired
- Experience in complex business and contract negotiations within the IT industry
- Persuasive communicator with excellent interpersonal and customer service skills
- Self-starter with strong organizational and time management skills
- Bachelors degree required
- Fluency in multiple languages (English+) preferred. German, French and Spanish preferred
- 0-25% travel required. Individual must be based in the United Kingdom
- Proficiency with SFDC or other CRM applications and MS Office required
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