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Technical Support Engineer
Technical Support Engineer
\nCarbon Black is now part of VMware.\n\nWe are looking for a Technical Support Engineer that is hard-working and committed to customer success. 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. This is an excellent opportunity to join a dynamic and fun Technical Support team. You will have significant career growth and opportunity with a company that has grown 100% year over year for the past three years!\n\nThe 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.\n\nThe 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! \n\nWe have an incredibly talented team and a performance-based and collaborative culture. You will be able to learn from some extraordinary colleagues and leaders as well as bring your own talents and ideas to the team to help us continue to grow the offerings.\n\n\nThis position is available to all U.S. locations.\n\nEssential duties & responsibilities:\nTo perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Other duties may be assigned to meet business needs. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.\n\nWhat you’ll do:\n\n\n* \n\nProvide exceptional customer service while responding to phone, e-mail and online requests for technical support\n\n\n* \n\nRepresent the customer to ensure serviceability and product quality issues are being tracked, prioritized, resolved, and incorporated into the product release cycle\n\n\n* \n\nAssist customers in the installation and deployment of VMware Carbon Black’s software products\n\n\n* \n\nTrack and monitor all support cases to ensure timely resolution and follow-up\n\n\n* \n\nClearly identify, document, and find solutions for customer issues and product problems\n\n\n* \n\nEscalate critical customer situations to the appropriate level of management and engineering expertise\n\n\n* \n\nCommunicate technical issues and solutions to the engineering, QA, sales, and support teams as well as to the customer base\n\n\n* \n\nParticipate in Knowledge Centered Service training to become a licensed publisher and contribute to the company knowledgebase\n \n\n\n* \n\nModel VMware core values: Execution, Passion, Integrity, Customers and Community\n \n\n\n\n\n\nWhat you’ll bring:\n\n\n* \n\n3+ years relevant experience supporting a distributed software technology in a Windows and Mac, or Linux environment, ideally an agent based product\n\n\n* \n\nPreferred OSX or Linux platform experience with supporting technologies/products\n\n\n* \n\nOperational experience with SQL technologies a plus\n\n\n* \n\nExperience in the enterprise security space\n\n\n* \n\nExperience supporting multiple, simultaneous engagements\n\n\n* \n\nFamiliarity with software distribution, patch management, and anti-viral technologies\n\n\n* \n\nGood analysis and debugging skill\n\n\n* \n\nAbility to function as an individual contributor and/or a member of a team\n\n\n* \n\nAbility to work a day shift with possible responsibilities a few times a year for an on call after hours rotation\n\n\n\n
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