Technical Support Engineer (Tier 3)
CurrentProvide 3rd level software support to the customer and assist in resolving any non-standard anti-virus issueWork closely with the other departments to resolve outstanding issuesProvide virus samples to the appropriate groups for analysis and respond appropriately to the findingsRespond to, and remediate virus infections in the customer’s infrastructurePerform remote analysis, diagnosis, and resolution of complex desktop/server problems for customers, and recommend and implement corrective solutionsProvide Root Cause Analysis to determine the cause of Malware infections and the steps needed to remediate the issue as neededTroubleshooting, resolving and documenting support calls and casesAssist with producing reports by ensuring accurate tracking of customer issues Writing and reviewing articles and documentation for new products Project a positive attitude and be a mentor for other employeesMay be periodically required to be on callField requests for assistance from customers, partners and other employees (both technical and sales)Replicate and test reported issuesAssist the QA department with testing released and pre-production softwareContribute to product knowledge base and training documentationConsistently meet and exceed quality improvement goalsMeet and exceed quarterly goals set forth by Customer Care ManagementProvide back up support for Technical Support Level 2 volume when necessaryHelping customers solve technical issues with our widgets.Answering questions from customers and prospective customers about the features and capabilities of our widgets.Developing customer-facing documentation for our website on an as-needed basis.Communicating customer needs and wishes to our development and engineering staff.Work is done primarily via email, with some phone contact.Working and testing with exchange servers, windows servers, linux servers and also MAC computers, gateways and its networks.
