Job Title:

VMware Carbon Black Frontline Technical Support Engineer - L2

Job Description

As a Frontline TSE L2, you will provide the first level of contact for queries via phone, email and UeX. In addition, you will serve as an expert for at least one of the Carbon Black products and act as a go-to and buddy for the other Frontline TSEs L1. You will participate in training for the team and lead sessions for specific topics of focus. A successful candidate will have excellent customer service skills as well as good analytic and troubleshooting skills, proven success in exceeding personal goals, a team motivator and leadership skills.

Senior Service Desk Analyst Job Duties:

Provide exceptional customer service while responding to customers casesPrioritize cases according to Service Level Agreements and customer statusFirst point of contact and basic troubleshooting for customer issuesConduct customer follow ups for existing casesClearly identify, document, and find solutions for customer issues and product problemsEscalate critical customer situations to the appropriate level of management and Tier2 supportParticipate in training to the team on various topics as coordinated by the Frontline Tech Leads (e.g. On boarding, specific product topics).Act as a go-to and as a buddy for Frontline TSEs L1 who need guidance on their cases and product knowledgePromote team processes and help implementing them with the teamIdentify areas of improvement for the team and work with the team’s tech leads and manager to achieve themGet mentored by TSEs to increase and deepen product knowledgeParticipate in Knowledge Centered Service training to become a licensed publisher and contribute to the company knowledgebaseParticipate in a variety of team projects to ensure data integrity and usefulness of the knowledgebaseModel Carbon Black core values: Accountability, Creativity/Resourcefulness, Energy/Passion, Leadership, Integrity/Honesty, Smart/Critical Thinking, Teaming

Qualifications & requirements:

1.5+ years of experience working with all Carbon Black productsDeeper knowledge with at least one of the Carbon Black productsCertification obtained on the product(s) of expertiseAbility and motivation to work with customers independently via webexExcellent training and mentoring skillsTeam motivator who currently serves as an example for their team matesConsistently exceeds personal goal expectationsCertification in the enterprise security spaceGood time management skills and ability to multi taskAdaptable, professional, courteous, motivated and works well on their own or as a member of a teamExcellent Customer Service skills and a demonstrated success exceeding customer expectationsStrong communication (verbal and written) and customer handling skillsStrong attention to detail and focus on producing quality work products and resultsFamiliarity with analysis and debugging skill a plusProgramming experience a plusBS in Computer Science or equivalent

Location:

CRI Work-at-Home

Language Requirements:

Time Type:

Full time

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