Technical Support Engineer (US Remote)

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Written by AI from the job title and company, not by COFENSE, so some details may not match this job. The employer's own page has the real description.

Job Overview

The Technical Support Engineer at COFENSE is responsible for providing exceptional technical support and assistance to our customers. This position requires troubleshooting complex technical issues related to our products and services, assisting in installations, and ensuring timely resolution of customer inquiries. The role demands a strong understanding of our technologies while demonstrating effective communication skills to interact with both technical and non-technical audiences. You will collaborate with various teams to enhance customer experience, providing insights based on customer feedback, and contributing to product improvements.

Job Responsibilities

• Provide expert technical support via email, chat, and phone for customer inquiries and issues.
• Diagnose and troubleshoot software issues, effectively documenting problems and resolutions.
• Perform installations and configuration of COFENSE products as needed.
• Collaborate with engineering teams to communicate user issues and escalate bugs as necessary.
• Develop and maintain support documentation, knowledge base articles, and training materials.
• Assist in identifying and implementing process improvements to enhance support efficiency.
• Participate in on-call rotations as needed to provide after-hours support.
• Engage with customers directly to gather feedback and improve product functionalities.

Qualifications

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• Minimum of 2 years experience in a technical support role or similar position.
• Strong understanding of networking concepts, protocols, and application troubleshooting.
• Proficiency in Windows and Linux operating systems and general application support.
• Ability to work independently in a remote environment and manage multiple priorities.
• Excellent written and verbal communication skills, with a customer-focused approach.
• Familiarity with helpdesk software and ticketing systems is preferred.

Technologies & Tools

The Technical Support Engineer will utilize various technologies and tools, such as remote desktop applications, ticketing systems, SQL databases, and monitoring software. Familiarity with programming languages such as Python or JavaScript may be advantageous. Additionally, experience with specific security technologies and email filtering solutions will contribute to delivering effective support.

Ideal Candidates

An ideal candidate for the Technical Support Engineer position at COFENSE is someone who possesses strong analytical and problem-solving skills, demonstrating a passion for technology and helping others. They thrive in dynamic environments, adapting quickly to new challenges while maintaining professionalism and a customer-centric attitude. A proactive communicator who actively seeks to understand customer needs and fosters positive relationships will excel in this role. Attention to detail, a commitment to continuous improvement, and a collaborative spirit are essential traits for success in our team.