Technical Support Engineer

Job Description

The Technical Support Engineer (TSE) provides support for Comodo's software products, helping to diagnose and troubleshoot software and environmental problems that impact our products' value to our customers.

You will work with customers to collect associated diagnostics information, forward it to Comodo's advanced diagnostics teams and help manage these escalations to ensure customer issue resolution.

Responsibilities

• Assist customers through tickets, phone calls and remote sessions.

• Research, identify and remediate issues as required.

• Facilitate the collection of additional diagnostics information that is necessary for root cause analysis and remediation efforts.

• Work collaboratively with advanced diagnostics teams to facilitate remote sessions with customers in order to further diagnose complex issues.

• Manage customer expectations during the issue resolution process.

• Maintain a positive and helpful attitude when interacting with our customers and other internal teams.

Experience/Skills

- Very good English communication skills (verbal and written).

- 1 year minimum of Windows troubleshooting:

• Windows services.

• Windows registry structure.

• Windows directory structure.

- Proficient in:

• Firewall and Anti-Virus programs (Usage, Installation, Configuration and Troubleshooting).

• Enterprise software products (Usage, Installation, Configuration and Troubleshooting).

• Gathering diagnostics information from customers.

• macOS and Linux (basic knowledge).

• Networking (basic knowledge).

Criteria for success

Your success will be measured by:

• The quality of your responses to customer requests.

• The timeliness of your responses to customer requests, within our Service Level Agreements.

• The results of our customer surveys scores.