Senior Technical Support Engineer

| Greater Boston Area

We are looking for a Senior Technical Support Engineer that is hard-working and committed to customer success. The Senior Technical Support Engineer (Sr. TSE) should be comfortable living in both the Support and Engineering environments; translating internal Engineering-speak into clear concise directions for customers and vice-versa.

The Sr. TSE will field queries via phone, email and web portal of the CRM solution. Queries will range in complexity from how to questions through involved debugging and forensic efforts when tracking down operational anomalies. The ability to visualize problems remotely is key to being successful in this role along with excellent analytic and troubleshooting skills. This is a great opportunity for someone with a background supporting commercial software that has a passion for diving into complex technical issues and also has an interest in building their Security expertise!

What You’ll Do

  • Participate in Knowledge Centered Service training to become a licensed publisher and contribute to the company knowledgebase
  • Provide exceptional customer service while responding to phone, e-mail and online requests for technical support
  • Represent the customer to ensure serviceability and product quality issues are being tracked, prioritized, resolved, and incorporated into the product release cycle
  • Assist customers in the installation and deployment of Carbon Black’s software products
  • Track and monitor all support cases to ensure timely resolution and follow-up
  • Clearly identify, document, and find solutions for customer issues and product problems
  • Escalate critical customer situations to the appropriate level of management and engineering expertise
  • Communicate technical issues and solutions to the engineering, QA, sales, and support teams as well as to the customer base

What You’ll Bring

  • 5+ years relevant experience supporting a distributed software technology in a Windows and Mac, or Linux environment, ideally an agent based product
  • Preferred OSX or Linux platform experience with supporting technologies/products
  • Operational experience with MS SQL Server technologies
  • Experience in the enterprise security space
  • Experience supporting multiple, simultaneous engagements
  • Familiarity with software distribution, patch management, and anti-viral technologies
  • Ability to work a day shift with flexibility for on-call rotation a few times a month after hours
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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • C++Languages
    • JavaLanguages
    • JavascriptLanguages
    • PerlLanguages
    • PythonLanguages
    • ScalaLanguages
    • HTMLLanguages
    • D3JSLibraries
    • ReactLibraries
    • AngularJSFrameworks
    • Node.jsFrameworks
    • MySQLDatabases
    • Google AnalyticsAnalytics
    • OptimizelyAnalytics
    • IllustratorDesign
    • PhotoshopDesign
    • SketchDesign
    • AsanaManagement
    • ConfluenceManagement
    • JIRAManagement
    • Microsoft ProjectManagement
    • WordpressCMS
    • SalesforceCRM
    • MarketoLead Gen

Location

Waltham HQ - 1100 Winter Street, Waltham Boston Location - 201 South Street, Boston

An Insider's view of Carbon Black

What does career growth look like on your team?

We consider the Sales Development Representative Program an important first step in building out the foundation of a future leader. Whatever your first steps are at Carbon Black won’t be your last. Our program isn’t just about getting SDRs to be a good quota carrying rep; it’s also about helping them develop the next best step in their careers.

Susan

Sr. Director, Corporate Sales

How do you make yourself accessible to the rest of the team?

My leadership style is all about empowering my teams. I work in a way that is transparent and honest and want to help people achieve personal and professional goals. I want to foster technical abilities and make sure our people are keeping up with the leading edge technologies.

Tarun

VP of Product Infrastructure & Operations

What are some social events your company does?

Our culture club, Life at CB, focuses on a range of events. From company parties and sports leagues to philanthropy and learning and development, there's a ton of ways we get together. Also, a lot of communities were created by our employees, such as the Hiking Club, Women in the Workplace, and more.

Ashley

Sr. Talent Brand Ambassador

What are Carbon Black Perks + Benefits

Culture
Volunteer in local community
Partners with Nonprofits
Friends outside of work
Eat lunch together
Intracompany committees
Daily stand up
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Documented equal pay policy
Dedicated Diversity/Inclusion Staff
Unconscious bias training
Diversity manifesto
Mean gender pay gap below 10%
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Wellness Programs
Onsite Gym
In our Waltham HQ location.
Retirement & Stock Options Benefits
401(K)
Employee Stock Purchase Plan
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Company Outings
Game Room
Stocked Kitchen
Some Meals Provided
Happy Hours
Parking
For our Waltham HQ
Recreational Clubs
Relocation Assistance
For some roles, we will offer relocation assistance.
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences
Diversity Program
Lunch and learns
Promote from within
Mentorship program
Time allotted for learning
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