Service Desk Analyst- Carbon Black - Gss Job in Vmware

Job Description

Service Desk Analyst

We are looking for a Technical Support Engineer that is hard-working and committed to customer success. The Service Desk Analyst should be comfortableliving in both the Support and Engineering environments; translating internal Engineering-speak into clear concise directions for customers and vice-versa.

The TSE is part of a team that helps customers experiencing issues with installation, configuration, operation and management of our products.

Queries will be complex by nature and may involve debugging and forensic efforts when tracking down operational anomalies. The ability to visualize problems remotely is key to being successful in this role along with excellent analytic and troubleshooting skills. This is a great opportunity for someone with a background supporting commercial software directly with customers, that has a passion for diving into complex technical issues and also has an interest in building their security expertise.

Essential duties & responsibilities:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Other duties may be assigned to meet business needs.

• Provide exceptional customer service while responding to phone and online requests for technical support
• Represent the customer to ensure serviceability and product quality issues are being tracked, prioritized, resolved, and incorporated into the product release cycle
• Assist customers in the installation, configuration and deployment of Carbon Blacks software products
• Track and monitor all support cases to ensure timely resolution and follow-up
• Clearly identify, document, and find solutions for customer issues and product problems
• Escalate critical customer situations to the appropriate level of engineering
• Communicate technical issues and solutions to the engineering, QA, sales, and support teams as well as to the customer base
• Participate in Knowledge Centered Service training to become a licensed publisher and contribute to the company knowledgebase
  
  Qualifications & requirements:

• A least 3-5 years relevant experience supporting software directly to customers, ideally an agent based product
• Strong troubleshooting skills in both Windows and Linux, working knowledge of DB (MS SQL Server) and MAC an advantage demonstrable customer escalation skill
• Experience supporting multiple, simultaneous engagements
• Familiarity with software distribution, patch management, and anti-viral technologies
• Good analysis and debugging skills
• Ability to function as an individual contributor and/or a member of a team
• Ability to work on a rotation of APAC or Middle East day shifts with a few times a year for an on call weekend