Posted by: "Jon Landau" JLandau@webroot.com
Date: Thu May 28, 2009
Enterprise Technical Support Engineer- Tier 3
Webroot currently has a career opportunity for an Enterprise Tier 3
Technical Support Representative. We are seeking highly self-motivated
individuals who thrive in a collaborative, fast-paced, dynamic
environment and possess an entrepreneurial attitude.
RESPONSIBILITIES
* Receive escalated customer calls and email inquiries, analyze
customer problems, research solutions and provide quantitative, easily
understood answers for our customers
* Provide customers with user-friendly explanations and follow
up via email and telephone communication
* Handle difficult situations in a calm, professional manner
* Document issues appropriately based on existing guidelines
* Escalate customer concerns to Development, QA, Advanced
Malware Removal or management, as necessary
* Ownership and management of all calls taken, including
responsibility for the resolution, escalation and final call close
* Training of customers and re-sellers via on-line training aids
* Develop technical solutions to be posted to both internal and
external knowledge base
* Test customer issues to replicate them for escalation to
Development
* Report and track issues that have been escalated to
Development, providing on-going communication between the customer and
internal Webroot teams until issue resolution
* Provide training, coaching, and assistance to T1 and T2
support engineers
* Manage, update, refresh the online Knowledgebase; inclusive of
reviewing/editing articles submitted by T1 support
* Participate in escalation meetings with Development and QA as
necessary
* Interface between Dev, QA, Product Management, Sales and
Support teams to maintain status updates on any new releases or upgrades
of the product.
* Test updates or new releases as needed, typically pre-release
* Manage any customer beta programs from start to completion
* Review, edit, add to product Release Notes, Known Issues, and
other technical documents for any product updates
* Provide and/or contribute content for Admin Console News page,
Tech Bulletins; creation of other customer-facing technical
documentation as needed
REQUIRED SKILLS AND EXPERIENCE
* Bachelor's Degree in a technical field or equivalent
experience
* Minimum of 5 years experience in a call center environment
* Minimum of 5 years experience resolving complex product
issues, security software products preferred
* Technical proficiency in: Windows, desktop applications,
networking, security, and/or web applications
* Ability to read Windows Memory dump logs, Network trace logs
(Wire Shark, Trace Route, ProcMon, Etc.)
* Knowledge of Active Directory structure
* Prefer knowledge of LDAP configuration, MS Exchange, or MCSE
Certification
* Excellent customer service skills addressing the needs of
both the external and internal customer with strong communication and
process skills
* Basic grammar skills, a stellar attitude, and ability to work
with diverse personalities required
If you would like an opportunity to work with this widely recognized
worldwide leader in technology security, send your resume to
jlandau@webroot.com for consideration.
Principals only- no third parties, please. Webroot Software, Inc. is an
Equal Opportunity Employer.
About Webroot Software
Webroot
industry-leading Internet security solutions for consumers, enterprises
and small and medium businesses worldwide. Webroot products consistently
receive top review ratings by respected third parties and have been
adopted by millions globally. In addition to our award-winning business
and consumer software, Webroot now protects enterprises with Webroot(r)
Security Software-as-a-Service (SaaS). Webroot Web Security SaaS and
Webroot E-Mail Security SaaS are subscription-based services that
provide on-demand web, email and archiving solutions, giving
organizations a flexible and cost-effective alternative to on-premise
security.
Founded in 1997, Webroot is globally recognized for providing
innovative, best-of-breed security solutions that protect personal
information and corporate assets from online and internal threats. The
company is privately held and backed by some of the industry's leading
venture capital firms, including Technology Crossover Ventures
Mayfield
300 employees worldwide. Our headquarters are located in Boulder,
Colorado, with offices in Mountain View, California, Europe, Japan and
Australia.
Jon Landau | Technology Recruiting Manager
______________________________________________
Webroot Software, Inc.
2560 55th Street
Boulder, CO 80301 USA
Phone: 303.450.5989
E-mail: jlandau@webroot.com
