This is an excellent opportunity to join a dynamic and fun Technical Support team. The Technical Support Engineer (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 TSE is part of a team that is the first line of contact for customers experiencing issues with installation, configuration, operation and management of VMware Carbon Black solutions. They are, in many ways, the post-sale “face of VMware Carbon Black” and must be passionate about helping our customers solve problems.

This is expected to be a Remote Worker position located in Eastern time zone unless you are located near one of our offices and would like to work from there.

Essential duties & responsibilities:

• ​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 VMware Carbon Black’s software products.
• Communicate technical issues and solutions to the engineering, QA, sales, and support teams as well as to the customer base.
• Participate in Knowledge Centered Service training to become a licensed publisher and contributor.

What you bring:

• 3+ years relevant experience supporting a distributed software technology in a Windows, Mac, and Linux environment, ideally an agent based product
• Experience supporting multiple, simultaneous engagements
• Familiarity with software distribution, patch management, and anti-viral technologies
• Good analysis and debugging skill
• Ability to work a shift with additional responsibilities a few times a year for an on call after hours rotation
   

Bonus:

• 1+ years supporting enterprise level software
• Experience in the enterprise security space
• Operational experience with SQL technologies

Category : Client Support
Subcategory: Technical Support
Experience: Manager and Professional
Full Time/ Part Time: Full Time
Work From Home: Yes
Posted Date: 2020-02-25

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