Reporting to the Manager of Reporter and Triage Customer Support, the Triage Support Engineer III is responsible for assisting customers with deploying our next generation Phishing Threat Management solutions.
The successful candidate will be expected to possess a desire to learn, strong verbal and written communication skills, be adept in multi-
tasking under tight deadlines, and possess basic technical skills in server engineering and Microsoft & Linux technologies.
Provide technical guidance, remotely, to customers deploying Cofense’ s solutions
Document and address client specific needs that arise due to variability in computing environments
Document enhancement requests
Develop FAQs and best practice implementation guides to improve the speed of delivery for Cofense solutions
Develop support reference documentation for Technical Operations Center staff
Act as Level 3 support and escalation point for troubleshooting activities
Other duties as assigned
The above statements are neither intended to be an all-inclusive list of the duties and responsibilities of the job described, nor are they intended to be a listing of all of the skills and abilities required to do the job.
Rather, they are intended only to describe the general nature of the job. This job description is not a contract of employment, either express or implied.
Employment with Cofense will be voluntarily entered into and your employment is considered at will. Cofense reserves the right to alter the job description at any time without notice.
Knowledge, Skills and Abilities Required
Working knowledge and understanding of Proxies, LDAP / Active Directory, Mail Infrastructure and other enterprise related technologies
Advanced Linux and Windows troubleshooting understanding basic partitioning, system services, standard logs files, and system commands
Advanced TCP / IP networking skills
Advanced understanding of enterprise email clients
Working knowledge of SMTP, IMAP, HTTP and other Internet protocols
Familiarity with Virtual Environments preferred
Excellent verbal and written communications skills, and strong keyboarding and telephone etiquette
Ability to sit and type for an extended amount of time while taking calls and cases through phone and email (wireless headset) desired
A self-starter who is willing to identify out of the box solutions for new issues to minimize escalations to Product / Engineering Teams desired
Able to work effectively and be pragmatic as part of a remote team in a dynamic business environment, a team player who is willing to work collaboratively with other teams, improving inter-
departmental communication desired
Can multi-task and is able to manage changing or conflicting priorities, and multiple support cases simultaneously
Comfortable working independently and able to escalate problems when necessary
Superior attention to detail and accuracy skills desired
Eager to learn; able to understand and apply new things relatively quickly
Willing to mentor and guide fellow team members kindly and constructively
Able to travel occasionally for team meetings and events
Enjoy sharing knowledge and creating procedural documentation
Knowledgeable of best practices, but open to introducing reasonable technical debt when necessary in order to meet business needs
Education and / or Experience :
Experience in troubleshooting solutions deployed in enterprise networks
Advanced Network communication troubleshooting experience
IT Security experience (Familiarity with Computer Incident Response / Forensics a plus) desired
Basic Experience with sandboxes (i.e., cuckoo, lastline, etc.) desired
Some scripting experience (Ruby, Bash, Python, etc.) desired