Senior International Technical Engineer

Contenuto del lavoro

Summary

Responsible for the execution of technical wins, driving revenue and pipeline. Provide support in the sales process with new and existing clients and meet or exceed sales goals. Organize, plan and direct all aspects of the technical pre-sales engagement. Provide support to the channel partners on enablement of their team in order to sell AccessData / Exterro products and services. Possess in-depth knowledge of computer forensics and eDiscovery concepts.

Manage strategic partner and account relationships in scoping and implementation of AccessData / Exterro commercial products and services related to International market. Coordinate with clients and management in order to strategically plan environments as well as marshal implementation issues to resolution. Work with clients to develop appropriate workflows and assist in investigations where Professional Services have been sold.

Essential Duties and Responsibilities

· Communicate effectively with different client organizations both internally and externally to meet needs of AccessData / Exterro Commercial Products.

· Collaborate extensively with peers, Sales and Product Management in problem resolution while actively contributing to a growing knowledge network to improve the effectiveness of the team and provide valuable information to our clients.

· Develop and manage strategic partner and account relationships to maintain high client satisfaction levels, effective communications and maintaining a thorough understanding of applicability of AccessData / Exterro products and services to the client.

· Develop and implement project plans that include goals to achieve desired business results.

· Coordinate with the Partner Enablement group to develop effective training and enablement programs for the partners; monitor and manage partner performance by being knowledgeable of AccessData / Exterro training offerings and making recommendations to clients and business partners on specific programs that would be of benefit.

· Work closely with members of sales team and internal departments (training, support, development, and marketing) and others to ensure company goals are met, and customer satisfaction is maintained at a superior level.

· Resolve customer complaints to ensure a favorable outcome is reached on the customer’s behalf as well as the company’s.

· Serve as a business resource to the customer and provide “Industry expert” executive level selling practices while delivering clear differentiation.

· Provide support to the sales organization to ensure timely and successful closing of sales.

· Drive strategic account opportunities and work with existing customers to identify new business opportunities.

· Monitor and maintain customer accounts, in addition to identifying specific customer needs and transferring that information to product specialists who can fulfill requirements.

· Provide pre- and post-sales assistance to domestic and international key accounts and new clients through the on-site and remote implementation, troubleshooting and maintenance of AccessData / Exterro commercial products.

· Support clients in conducting computer forensic examinations, review and eDiscovery.

· Provide on-site technical knowledge transfer sessions for clients and liaise with internal training and support staff to ensure that client is able to fully utilize the products in place.

· Troubleshoot complex AccessData / Exterro software applications utilizing diagnostic skills related to software and hardware setup, database management, data analysis, and operating system configuration of AccessData / Exterro or third party products.

· Provide superior customer service through effective communication, responsive follow-through, and advocacy for client issues within internal departments.

· Take ownership of reported issues and resolve within an acceptable time frame.

· Analyze new computer forensic technology with AccessData / Exterro solutions and provide appropriate feedback to Engineering and Management. Assess customer related trends and report potential areas of risk or reward.

· Perform other duties as assigned.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and/or Experience

Bachelor’s degree (BSc) in Computer Science, Forensic Computing, CyberSecurity or similar; or 5+ years related experience and/or training; or equivalent combination of education and experience. Previous experience with AccessData / Exterro products or ACE certification is preferred, but not required. The position requires a blend of business and technical knowledge in the areas of digital forensics, litigation support, risk remediation and eDiscovery.

Complexity of Work & Decision Making

Wide variety of duties requiring considerable judgment to work independently devising new methods, adapting or changing standard procedures to meet new conditions and making decisions guided by precedent and within the limits of established policies.

Difficult work on highly complex or involved projects requiring significant judgment, initiative, creativity and the ability to deal with complex factors and make decisions based on conclusions for which there is little precedent.

Computer Skills

To perform this job successfully, an individual must have advanced skills in computer hardware, Windows operating systems and file systems (with working knowledge of Linux and OSX). Must be able to demonstrate ability to leverage advanced tools such as Virtual Appliances (VMare, Citrix). Must possess knowledge of structured data source (Lotus Notes, Exchange, SharePoint) is preferred. Must possess a working knowledge of database systems to include MSSQL 2008 R2, 2012, 2014.

To perform this job successfully, an individual must have intermediate to advanced working knowledge of:

• Networking and security infrastructure devices and applications (firewalls, IPS/IDS, VPN, IP Networking)
• Architectural knowledge of major enterprise applications (operating systems, standard business applications, web-based applications, etc.)
• Network protocols, troubleshooting of Active Directory, DNS, TCP/IP, DHCP, IIS.
• Scripting language such as PERL or Python
• Network packet tools (Wireshark, Snort)
• Cloud Computing Principles (AWS, Azure)

Language Skills

Ability to speak effectively before groups of customers or employees of organization and deliver polished presentations. Must be able to demonstrate an ability to read, write and speak at a high level and comprehend complex environments and topics relating to AccessData / Exterro Commercial Software.

Ability to read, analyze and interpret general business periodicals, professional journals, technical procedures or governmental regulations. Ability to write reports, business correspondence and procedure manuals. Must be able to demonstrate the ability to effectively present information and respond to questions from management, clients or the general public.

Proficient in English and German.

Mathematical Skills

Ability to calculate figures and amounts such as discounts, interest, commissions, proportions and percentages.

Reasoning Ability

Must possess the ability to solve complex practical problems and deal with a variety of concrete variables in situations where only limited standardisation exists. Ability to interpret a variety of instructions furnished in written, oral, diagram or schedule form.

Other Skills and Competencies

Must be able to obtain a Government clearance if required. Must possess strong enterprise infrastructure background.

Candidate must be able to travel regularly 50-75% of time on a regional basis, with farther international travel as required.

To fully perform the essential duties of the job, an individual should be able to multi-task and understand process to research and resolve problems using a variety of resources and skills.

An individual should be able to work independently in a fast-paced environment and prioritise in order to meet or exceed project requirements and deadlines.

Certifications

To perform this job successfully, it is preferred that the individual possesses industry certifications such as ACE, CFCE, ENCE, CISSP and SCERS.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

While performing the duties of this job, the employee is occasionally required to sit, stand and walk; reach with hands and arms and talk and hear. The employee is required to travel using public transportation (taxis, trains, buses, planes). Specific vision abilities required by this job include close vision, distance vision. The employee must occasionally lift and/or move up to 50 pounds.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment from quiet to moderate (dependent upon work location).

Job Types: Full-time, Permanent

Education:

• Bachelor’s (Preferred)

Work Remotely:

• Temporarily due to COVID-19