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Vanguard Integrity Professionals, Inc.
  Company Profile
Vanguard offers an integrated suite of security software products that are designed to meet today's unprecedented security challenges. The products bring together formerly separate functions of security administration, access and authentication, reporting and analysis, and policy compliance.
  Job Details 

Sr. Customer Support Engineer : RACF, OS/390, z/OS, Linux, Unix, Solaris, HP, AIX, AS400 : Las Vegas

Posted On:  10/17/2020 7:42:45 AM

Sr. Customer Support Engineer

No. of vacancies:  1
Qualifications:  Bachelor Degree
Essential Skills: 
Minimum Total Experience:  5
Job Tenure:  Full-time Only
Salary Offered:  DOE
Job Location:  Las Vegas NV United States

  Job Description

Professionally facilitates customer satisfaction by promptly resolving all customer issues

o Research customer inquiries and report case status
o Handle all customer calls directly and escalate other calls as appropriate
o Maintain a high level of customer communication via email, phone, fax, etc.
o Issue product temporary datecodes for product evaluation and disaster recovery

Maintain Support Database via Heat

o Record every incoming request for service
o Write clear, concise and detailed information in Heat case records
o Maintain current customer data in appropriate data fields
o Maintain audit trail of customer contacts
o Distribute release upgrades to customers

Provide after hour's support; carry a cell phone and laptop for on-call service.

Provide Sales Engineering duties

o Performs customer "walk-throughs" and demos of various product features to support sales team in obtaining customer's understanding of Vanguard's products
o Assist in training of sales personnel
o Used in-depth knowledge of Vanguard's products to provide product support for all sales personnel, which will alleviate the company's need to divert other staff to perform that role

Maintain in-depth knowledge of all company products, environments and services

o Maintain an understanding of security and system RACF, OS/390 and z/OS environments. Knowledge of RACF must be extensive enough to allow you to teach a basic or advanced RACF training class to our customers.
o Maintain extensive knowledge of all company products.
o Maintain a broad understanding of the customer service environment for internal and external customers
o Provide training to staff on departmental procedures and products
o Provide product support for Security Expo and attendance during conference week
o Participate in industry related conferences, expos and training

Work with Quality Control and Quality Assurance to test new product releases and PTF's.
Provide Pre and Post Sales Support.

Perform other duties as required by manager and management team.


* 5 years of experience with RACF and z/OS
* Extensive use and knowledge of Vanguard's products, with an in-depth understanding of the products environment.
* Strong organizational skills.
* Excellent verbal and written communication skills.
* Strong software application analysis skills.
* Familiar with relevant business issues as they relate to use of products within the industry.
* In-depth knowledge of various hardware, software, platforms, and operating systems to include but not limited to Windows, Linux, Unix, Solaris, HP, AIX, AS400 and IBM z/OS and related software (knowledge of z/OS and Windows is absolutely required)
* Ability to handle multiple project assignments; project leadership skills.


Minimum requirements include a bachelors degree, experience in software products technical support and/or development, and knowledge of at least 2 of the following 3: RACF, z/OS and Vanguard products.

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# This position is for Las Vegas, United States.

  Contact Information
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