Tek Experts

Overview

We are seeking a Frontline Technical Support Engineer (CB&IMS) to join our team. As a key member of our support organization, you will be responsible for providing the first level of contact for customer inquiries via phone, email, and online channels. You will specialize in at least one Carbon Black product and serve as a mentor and resource for other team members. Additionally, you will participate in team training and lead training sessions on specific topics.

Accelerating Progress. Securing Futures.

At TeKnowledge we help governments, businesses, and technology providers not only navigate but thrive in today’s complex technology landscape. Our services provide unparalleled value and impact to our clients across cybersecurity, advanced technical skilling, and enterprise technical support. We are committed to enabling technology, AI, CX, and security, uniquely positioning us in the market, and ensuring our customers are equipped to achieve their strategic goals.

Responsibilities

• Provide exceptional customer service while responding to customer cases.
• Prioritize cases according to Service Level Agreements and customer status.
• Serve as the primary point of contact and provide basic troubleshooting for customer issues.
• Conduct customer follow-ups on existing cases.
• Clearly identify, document, and resolve customer issues and product problems.
• Escalate critical customer situations to the appropriate level of management or Tier 2 support.
• Participate in team training on various topics as coordinated by the Frontline Tech Leads.
• Act as a mentor and resource for Frontline TSEs L1 who need guidance.
• Promote team processes and help implement them.
• Identify areas for improvement and work with the team's tech leads and manager to achieve them.
• Receive mentorship from TSEs to increase and deepen product knowledge.
• Participate in Knowledge Centered Service training to become a licensed publisher and contribute to the company knowledgebase.
• Participate in various team projects to ensure data integrity and the usefulness of the knowledgebase.
• Model Carbon Black's core values: Accountability, Creativity/Resourcefulness, Energy/Passion, Leadership, Integrity/Honesty, Smart/Critical Thinking, and Teaming.

Qualifications

• English B2
• 2 years of experience in technical support,
• In-depth knowledge of various operating systems, web servers, application servers, virtualization technologies, directory servers, databases, networking, and software development concepts.
• Previous experience supporting Carbon Black or IMS products. (Desired)