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Websense, Inc. (NASDAQ: WBSN), a global leader in integrated Web, data and email security solutions, provides Essential Information Protection™ for more than 44 million employees at organizations worldwide. Distributed through its global network of channel partners, Websense software and hosted security solutions help organizations block malicious code, prevent the loss of confidential information and enforce Internet use and security policies. For more information, visit www.websense.com.


Are you searching for a Tech Support position that offers more technical challenge? Are you looking to make an impact? Then come join the Websense Tech Support team! The Websense group is a teamwork oriented department where you will be constantly challenged by diverse and stimulating technical issues. The team also offers members custom tailored classes so both newbies and seasoned reps can stay up to date with technology and continue to learn and grow. At Websense, you will feel that your presence makes a difference every day!





Summary:

Answer complex telephone and written inquiries from customers regarding Websense and select third-party products, analyze software and system configurations to identify and diagnose customer-reported issues and recommend corrective actions. Maintain records of customer contact to track customer history and report recurring problems to software development group. Duplicate and escalate complex issues to appropriate functional team, act as a technical advisor to assist Technical Support Analysts and Technical Support Specialists and perform special projects as assigned.



This position offers the opportunity to work at a very senior level with a highly-skilled team of enterprise technical support specialists. The successful candidate will work directly with customers a small portion of the time but will primarily be acting in an advisory capacity to other senior technicians and will act as an interface to Websense product development teams.



Candidates will be seasoned, experienced technical support professionals with the ability to resolve a wide range of issues in imaginative and practical ways, the ability to work on problems of a diverse scope where analysis of situations or data requires evaluation of identifiable factors. The candidate will demonstrate good judgment in selecting methods and techniques for obtaining solutions.



Primary Responsibilities:

· Provide technical support via phone and email for Websense software products: answer technical inquiries, diagnose reported problems or configuration issues, recommend possible solutions, follow issue through to resolution or escalate if no resolution can be found.

· Document all technical inquiries and customer-reported problems in the customer tracking database and in the escalation tracking system, including the nature of the inquiry, and the resolution recommended. Multi-task, prioritize and organize all calls and e-mails sent and assigned.

· Research difficult configuration, compatibility or product-defect issues and track results of investigations in appropriate systems. Update the Knowledge Base with solutions as appropriate.

· Adhere to company policies and procedures regarding customer handling processes, service entitlement verification, customer registration and problem escalation.

· Contribute potential technical workarounds or resolutions via interaction in technical discussions and via knowledge base documentation.

· Perform special projects and duties as assigned.



Education and Experience:

· BS degree or higher in Information Systems, Computer Science, or related experience.

· Five years of technical and customer service experience in a professional industry, in an end-user computing environment, utilizing effective phone and email communication skills.

· Strong hands-on experience with most of the following technologies required: TCP/IP, Firewalls, Routing, Network Administration, DNS/DHCP, Proxy Servers, Windows 2000, NT, Novell, Directory Services, SQL, Unix, Linux, Solaris.

· Extensive Linux and proxy experience: how to set up IP/DNS/system configuration, how to check system resources. Good understanding of file system and permissions, performing custom installs, configuring services, troubleshooting service related issues, reading/modifying config files, simple shell scripting. Deep knowledge of Perl and/or Python strongly preferred, Knowledge of MySQL/Postgres SQL preferred.

· Deep SMTP knowledge required. Extensive experience with installation, configuration, troubleshooting and maintenance of proxies and how they integrate with related technologies. Experience with IIS, Inktomi, Squid proxy preferred.

· Experience in one or more of the following areas strongly preferred: Cisco and Checkpoint firewalls, Microsoft Proxy/ISA Server, SQL Server.

· Certifications and/or coursework in several of the following technologies strongly preferred: Websense, TCP/IP, Firewalls, Routing, Network Administration, DNS/DHCP, Proxy Servers, Windows 2000, NT, Novell, Directory Services, SQL, Unix, Linux, Solaris.



Knowledge, Skills and Abilities:

· Strong understanding of customer-support standards and processes, including problem resolution, in an end-user computing environment.

· General knowledge of Microsoft Office and experience creating procedural documentation.

· Thorough understanding of how computers operate, including familiarity with hard-drives, memory, networks, and other hardware. Basic understanding of TCP/IP, Firewalls, Routing, Network Administration, Proxy Servers, DNS/DHCP, Windows 2000, NT, Directory Services.

· Seasoned, experienced Technical Support professional with a full understanding of industry practices and company policies and procedures. Resolves a wide range of issues in imaginative and practical ways.

· Able to work on problems of diverse scope where analysis of data requires evaluation of identifiable factors. Demonstrates good judgment in selecting methods and techniques for obtaining solutions. Ability to interact professionally with senior internal and external personnel.

· Works effectively with little instruction on day-to-day work and general instructions on new projects or assignments.

· Committed to providing exceptional customer service and providing measurable results that demonstrate quality customer care.

· Professional and effective communications skills – both verbal and written. Ability to effectively interact and maintain professionalism with customers at all levels via phone and email.

· Ability to work independently and as part of a team in a customer-driven, fast-paced environment.

· Accurately type 35-50+ wpm.

· Solid knowledge of e-mail systems and their connectivity including MS Exchange, GroupWise, sendmail and/or Lotus Notes is a plus.





Websense offers a comprehensive compensation and benefits package which includes Medical / Dental / Vision Insurance Plan options, Flexible Spending Accounts, 401K Retirement Plan with Employer Match, Employee Stock Purchase Plan, Vacation, Sick and Holiday Paid Time Off, Tuition Reimbursement, a Commuter Program including Public Transit and Coaster Subsidy, Gym Discounts and more.


No relocation will be provided for this position. EOE.


No agencies, please. Websense does not accept unsolicited resumes.


To Apply go to: www.websense.com/careers

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