Technical Support Engineer

Overview:

We are seeking a Frontline Technical Support Engineer (CB&IMS) to join our team. As a key member of our support organization, you will be responsible for providing the first level of contact for customer inquiries via phone, email, and online channels. You will specialize in at least one Carbon Black product and serve as a mentor and resource for other team members. Additionally, you will participate in team training and lead training sessions on specific topics.

At TeKnowledge, your work makes an impact from day one. We partner with organizations to deliver AI-First Expert Technology Services that drive meaningful impact in AI, Customer Experience, and Cybersecurity. We turn complexity into clarity and potential into progressin a place where people lead and tech empowers.

Youll be part of a diverse and inclusive team where trust, teamwork, and shared success fuel everything we do. We push boundaries, using advanced technologies to solve complex challenges for clients around the world.

Here, your work drives real change, and your ideas help shape the future of technology. We invest in you with top-tier training, mentorship, and career developmentensuring you stay ahead in an ever-evolving world.

Why Youll Enjoy It Here:

• Be Part of Something Big A growing company where your contributions matter.
• Make an Immediate Impact Support groundbreaking technologies with real-world results.
• Work on Cutting-Edge Tech AI, cybersecurity, and next-gen digital solutions.
• Thrive in an Inclusive Team A culture built on trust, collaboration, and respect.
• We Care Integrity, empathy, and purpose guide every decision.

Were looking for innovators, problem-solvers, and experts ready to drive change and grow with us.

We Are TeKnowledge. Where People Lead and Tech Empowers.

Responsibilities:

• Provide exceptional customer service while responding to customer cases.
• Prioritize cases according to Service Level Agreements and customer status.
• Serve as the primary point of contact and provide basic troubleshooting for customer issues.
• Conduct customer follow-ups on existing cases.
• Clearly identify, document, and resolve customer issues and product problems.
• Escalate critical customer situations to the appropriate level of management or Tier 2 support.
• Participate in team training on various topics as coordinated by the Frontline Tech Leads.
• Act as a mentor and resource for Frontline TSEs L1 who need guidance.
• Promote team processes and help implement them.
• Identify areas for improvement and work with the team's tech leads and manager to achieve them.
• Receive mentorship from TSEs to increase and deepen product knowledge.
• Participate in Knowledge Centered Service training to become a licensed publisher and contribute to the company knowledgebase.
• Participate in various team projects to ensure data integrity and the usefulness of the knowledgebase.
• Model Carbon Black's core values: Accountability, Creativity/Resourcefulness, Energy/Passion, Leadership, Integrity/Honesty, Smart/Critical Thinking, and Teaming.

Qualifications:

• English B2
• 2 years of experience in technical support,
• In-depth knowledge of various operating systems, web servers, application servers, virtualization technologies, directory servers, databases, networking, and software development concepts.
• Previous experience supporting Carbon Black or IMS products. (Desired)