Job Title:
Carbon Black Technical Support Engineer
Job Description
Technical Support I, IT Operations

• Carbon Black and Symantec Certification
• Provide exceptional customer service while responding to phone, e-mail and online requests for technical support
• Provide Tier1, first point of contact and basic troubleshooting for customer issues
• Clearly identify, document, and find solutions for customer issues and product problems
• Escalate critical customer situations to the appropriate level of management and Backline support
• Participate in Knowledge Centered Service training to become a licensed publisher and contribute to the company knowledge base
• Participate in a variety of team projects to ensure data integrity and usefulness of the knowledge base