Technical Support Engineer

Day to day

• Respond to customer inquiries via phone and email in a professional and timely manner
• Obtain evaluate and research relevant data to resolve customer inquiries and issues and record detail including actions taken in the tickets
• Provide technical guidance remotely to customers deploying Cofense solutions
• Monitor the Support queue to ensure tickets are properly processed coded and assigned
• Manage product specific support tickets through resolution and initiate escalations to Senior Technical Support Engineers or Management if necessary
• Replicate troubleshoot and properly document product bugs and defects for escalation
• Develop documentation FAQs and canned responses to improve consistency and accuracy of support responses
• On-call rotation coverage as needed
• Other duties as assigned