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5 Oct 2018

Full-timePhishMe Support Engineer III

Cofense – Posted by Cofense Anywhere

Job Description

Reporting to the Manager of PhishMe Technical Operations Center, the PhishMe Support Engineer III is responsible for assisting internal and external customers with ad-hoc support requests. This position is an integral part of both the product development and service teams and is responsible for raising client issues to Development and Engineering that cannot be resolved within Level I or Level II Technical Support and following through to resolution.

Assist Level I and II personnel to solve advanced client technical problems and for investigating elevated issues by confirming the validity of the problem and seeking for known solutions related to these more complex issues
Document troubleshooting steps, analyze results and recommend solutions; this information is then used by product developers, managers and quality assurance specialists to remediate at the system level and create a higher-quality product
Liaise with clients to investigate and resolve problems associated with client-facing web applications
Provide feedback and recommendations to Product Development on software usability and functionality from a client-based perspective
Collaborate with Product Development to evaluate or diagnose problems and recommend possible solutions
Maintain record of resolutions within Knowledge Base
Maintain work record for all incidents through Zendesk, Salesforce, and JIRA systems
Escalate and coordinate incidents to Management when required
Provide training to Tier I and Tier II as necessary
Research client questions and issues
Install and configure recreations of client software environments to allow testing of software performance to replicate client environment and experience
Train and assist LII resources in User Management for the Intel platform
Troubleshooting client access to Intel data stream and portal
Create and Maintain Splunk queries to aid in account data audits
Troubleshoot issues with LMS courses, enrollments, notifications and reports.
Resolve LMS incidents and problems, alone and through collaboration with internal Sales, LMS Manager, Product Teams and PhishMe customers
Develop internal processes to facilitate effective issue management
Develop documentation, FAQs and canned responses to improve consistency and accuracy of support responses
Other duties as assigned

The above statements are not an all-inclusive list of the duties and responsibilities of the position described, nor are they intended to be a listing of all of the skills or abilities required to do the job. Rather, they are intended only to describe the general nature of the job. This job description is not a contract of employment, either express or implied. Employment with Cofense will be voluntarily entered into and your employment is considered at will. Cofense reserves the right to alter the job description at any time without notice.

Knowledge, Skills and Abilities Required

Excellent communication with external clients and technical skills are required for this position as it involves direct contact with clients and departments of varying degrees of knowledge to assist with resolving technical problems
Ability to sit and type for an extended amount of time while taking calls and cases through phone and email (wireless headset)
A self-starter who is willing to identify out of the box solutions for new issues to minimize escalations to Product/Engineering Teams.
Able to work effectively and be pragmatic as part of a remote team in a dynamic business environment, a team player who is willing to work collaboratively with other teams, improving inter-departmental communication
Can multi-task and is able to manage changing or conflicting priorities, and multiple support cases simultaneously
Comfortable working independently and able to escalate problems when necessary
Superior attention to detail and accuracy skills
Able to understand and apply new things relatively quickly
Willing to mentor and guide fellow team members kindly and constructively
Can travel occasionally for team meetings and events
Can share knowledge and creating procedural documentation
Knowledgeable of best practices, but open to introducing reasonable technical debt when necessary in order to meet business needs
Working knowledge of Microsoft Office versions 2003, 2007 and 2010
Working knowledge of LAN/WAN configurations and topologies
MySQL knowledge in production preferred
Advanced Mail system knowledge, Sendmail
Must be proficient in German and English (Native German speakers preferred)

Education and/or Experience:

Bachelor’s degree preferred
Customer support experience (retail, help desk, consulting, etc.)
Expert experience and knowledge of DNS
Experience managing domain reputations and removal from blacklisting sites
Basic knowledge and experience with LMS environments


Munich, Germany office

Cofense is committed to equal employment opportunity. We will not discriminate against employees or applicants for employment on any legally recognized basis [protected class] including, but not limited to: veteran status, uniform service member status, race, color, religion, sex (including pregnancy), gender identity, sexual orientation, national origin, age, physical or mental disability, marital status, genetic information or any other status or characteristic protected by applicable national,

How to Apply

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Job Categories: Featured and Other Jobs. Job Types: Full-time. Job Tags: customer support.

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