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5 Oct 2018

Full-timeReporter Support Engineer III

Cofense – Posted by Cofense Anywhere

Job Description

Reporting to the Manager of Reporter and Triage Customer Support, the Reporter Support Engineer III is responsible for assisting customers with deploying our next generation detection solutions.

Essential Duties/Responsibilities:

Provide Level 3 technical guidance to customers deploying Cofense’s integrated email client solutions
Document and address client specific needs that arise due to variability in computing environments
Researching and investigating new and unique software or configuration combinations that could affect Reporter’s success in a customer’s environment
Monitor a ticketing queue for incoming support requests, with appropriate prioritization
Receive and managed incoming calls and chats when assigned
Code all tickets appropriately and respond in a timely manner to customer requests
Document enhancement requests
Develop FAQs and best practice implementation guides to improve the speed of delivery for Cofense solutions
Develop Level 2 reference documentation for Cofense’ s Customer Support staff
Act as Level 2 support for troubleshooting activities
Manage L2 Support case escalations through resolution and initiate escalations to Product Engineering team, if necessary
Other duties as assigned

The above statements are neither intended to be an all-inclusive list of the duties and responsibilities of the job described, nor are they intended to be a listing of all of the skills and 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 verbal and written communications skills, and strong keyboarding and telephone etiquette
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 multitask 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
Flexibility to adjust schedule, on occasion, to facilitate global client troubleshooting calls when multiple time zones require discussions outside of normal business hours.
Can travel occasionally for team meetings and events
Can share knowledge and create procedural documentation
Knowledgeable of best practices, but open to introducing reasonable technical debt when necessary in order to meet business needs
Must be proficient in German and English (Native German speakers preferred)

Education and/or Experience:

Some experience in troubleshooting solutions deployed in enterprise networks
IT Security experience (Familiarity with Computer Incident Response/Forensics a plus) preferred
Basic Experience with sandboxes (i.e., cuckoo, lastline, etc.) preferred
Some scripting experience (Ruby, Bash, Python, etc.) preferred
Working knowledge of basic Windows desktop troubleshooting
Advanced understanding of software installation
Advanced familiarity with SMTP, HTTP and other internet protocols
Advanced networked communication troubleshooting skills


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, federal, state or local laws and ordinances. We adhere to these commitments in all aspects of employment, including recruitment, hiring, training, compensation, promotion, benefits, and discipline.

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

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