Audible Magic is looking for a customer focused Engineer to
join its established Customer Support team in Los Gatos California. This
position will work in a variety of areas: 1) Supporting Copy Sense Appliance
(CSA) customers, 2) supporting hardware partners, and 3) acting as an network
subject matter expert for the Engineering organization.

The primary task of this position will be supporting Copy
Sense Appliance (CSA) customers and Audible Magic Field personnel with design,
bring-up, maintenance, and upgrades of CSA at Internet Service Provider,
University and Network Operator sites.

Initially this responsibility will focus on the design and roll-out of CSA at a
major European Internet Service Provider. Working in Los Gatos with London and
Paris based technical counterparts, you will be responsible for resolving
support issues, interfacing with the product development team as the customer
advocate, and proactively resolving other design and implementation issues.

Longer term the position will expand to include other ISPs and Network
Operators, as well as customers in the University and Web 2.0 marketplaces.
Responsible tasks will continue to include call taking and logging, incident
reporting, diagnosis, appliance updates, and other responsibilities needed to
maintain a smooth running production environment for customers.

In addition to moving into new markets, Audible Magic is
expanding the scope and depth of work it does with network equipment
manufacturers (NEM) and Music Service Providers (MSPs). This will include  bring-up, certification, integration and
trouble-shooting with partner hardware and systems. Responsibilities will
include working with NEMs on certification, integration, and joint customer
issues.

The third area of responsibility is to function as an
internal network technology and ISP infrastructure resource within Audible
Magic. In addition to working with external customers and partners, this
position will also work with Audible Magic R&D and Software Quality
Engineering (SQE) teams to create and support the various network
configurations needed to bring new and cutting edge content management services
to the marketplace.

We’re looking for a an positive can-do problem solver with
experience at a national or major regional ISP, network equipment provider, or
cable operator who loves working with other team members to understand and
solve complex network and media management problems. This job will work with
sophisticated customers, product development, SQE, sales and other parts of the
organization. Support at Audible Magic plays a central and pivotal role in
insuring our success in the marketplace.

Tasks

1. Working
   with Field and Los Gatos based Technical Account Managers, the Product
   Development team, and SQE resolve requests for support from ISP, Network
   Operator, and University customers.
2. Log
   all call related information including problem description, diagnosis,
   resolution, and follow-up information into the defect tracking and CRM
   systems.
3. Proactively
   monitor the health and status of appliances installed at customer sites,
   and perform problem detection and resolution, software update, and
   trouble-shooting as needed.
4. Work
   with other members of the Support and Field teams to support pre-sales
   introductions to prospects and new customers.
5. Work
   with SQE and development teams to insure Audible Magic releases products
   of the highest quality.
6. Assist
   with definition and implementation of new processes and improvement of
   existing procedures as Audible Magic grows.

Required Qualifications

1. Hands-on
   technical experience with a Tier-1 Internet Service Provider, Cable
   Provider, or large Network Operator technologies
2. Detailed
   working knowledge and experience with networking technologies implemented
   at a large regional or national ISP, including IP, routing, network
   definition, architecture and implementation, MPLS, ATM, Load Balancing,
   peer-to-peer protocols, etc.
3. First-rate
   and positive interpersonal, customer, and creative problem solving skills.
4. Attention
   to detail and excellent written and oral communication skills.
5. Experience
   with Unix/Linux/BSD and Windows operating systems, and scripting
   language(s).
6. Bachelor’s
   degree in Computer Science/Engineering, Math, Science, Engineering.
7. 5+
   years of experience working with and supporting network infrastructure
   environments.
8. Ability
   to creatively work in a fast-paced multi-company cross-functional
   environment.

Desired Qualifications

1. Advanced
   degree in a technical field
2. Experience
   with CRM systems such Siebel, Sales Force, or SugarCRM.
3. Experience
   working with, maintaining, and enhancing support knowledge repositories
   and wiki’s.