Technical Support Engineer Bit9
The Support Engineer is the first line of contact for customers experiencing issues with installation, configuration, operation and management of Bit9 solutions. They are, in many ways, the post-sale --??face of Bit9--? and must be passionate about helping our customers solve problems.
The Support Engineer 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 analytical and troubleshooting skills. This resource will be responsible for diagnosis and analysis of customer issues and will be expected to bring first level detailed diagnosis over from Support into Engineering.
This role will need to be filled by a hard-working individual who is committed to customer success and is comfortable living in both the Support and Engineering environments; translating internal Engineering-speak into clear concise directions for customers and vice-versa.
Essential duties & responsibilities
To 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.
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 Bit9--??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
Contribute to documentation and knowledgebase article library
Model Bit9 core values: Accountability, Creativity/Resourcefulness, Energy/Passion, Leadership, Integrity/Honesty, Smart/Critical Thinking, Teaming
Qualifications & requirements
2+ years relevant experience supporting a distributed software technology in a Windows, Mac, and Linux environment, ideally an agent based product
Required OSX and Linux 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
Excellent analysis and debugging skill
Ability to function as an individual contributor and/or a member of a team
||Waltham, MA |