Reporting to the Manager of Global Technical Support, the Technical Support Engineer is responsible for assisting customers with support requests from customers and will interact with Cofense customers assisting with questions related the use of Cofense products and engaging Cofense’s Senior Support Engineer’s as needed.
Essential Duties/Responsibilities
- Respond to customer inquiries via phone and email in a professional and timely manner.
- Obtain, evaluate and research relevant data to resolve customer inquiries and issues; recording detail, including actions taken, in the tickets.
- Provide technical guidance, remotely, to customers deploying Cofense solutions.
- Monitor the Support queue to ensure tickets are properly processed, coded, and assigned.
- Manage product specific support tickets through resolution and initiate escalations to Senior Technical Support Engineers, or Management, if necessary.
- Replicate, troubleshoot, and properly document product bugs and defects for escalation.
- Develop documentation, FAQs and canned responses to improve consistency and accuracy of support responses.
- On-call rotation coverage as needed.
- Other duties as assigned.
Knowledge, Skills and Abilities Required
- Excellent verbal and written communications skills, and strong keyboarding and telephone etiquette
- Passion for providing excellent customer-service and a commitment to achieve outstanding customer satisfaction.
- Can multi-task and is able to manage changing or conflicting priorities, and multiple support cases simultaneously
- Experience using ticketing systems (we use Zendesk but any similar system is acceptable)
- Moderate Network communication troubleshooting experience
- Moderate RHEL/Ubuntu troubleshooting – understanding basic partitioning, system services, analyzing logs files, and system commands
- Experience with Cloud hosting technology (AWS, Azure)
- Basic understanding of enterprise email clients
- Familiarity with SMTP, IMAP, HTTP and other Internet protocols
- Familiarity with Virtual Environments preferred
- Basic HTML skills preferred
- Basic IT troubleshooting abilities preferred
- Basic understanding of messaging, SMTP and email hygiene products preferred
- Basic understanding of phishing and the risk it presents to large enterprises preferred
- Team Player who respects other’s ideas, and is an excellent listener
- Strong critical thinking skills, a problem solver who thinks “Outside the box”
Education and/or Experience:
- Bachelor’s degree in Computer Science, Engineering is preferred, or equivalent work experience
- 1 - 2 years of technical support experience with demonstrable skills in troubleshooting solutions deployed in enterprise networks
- Basic IT Security and familiarity with Incident Response a plus
Cofense is committed to equal employment opportunity. We will not discriminate against employees or applicants for employment on any legally recognized basis [protected class] including, but not limited to: veteran status, uniform service member status, race, color, religion, sex (including pregnancy), gender identity, sexual orientation, national origin, age, physical or mental disability, marital status, genetic information or any other status or characteristic protected by applicable national, federal, state or local laws and ordinances.
We adhere to these commitments in all aspects of employment, including recruitment, hiring, training, compensation, promotion, benefits, and discipline.
