L2 Technical Support Engineer

About the Role

We are seeking a Level 2 Support Technician to provide triage, investigation, and resolution support for Carbon Black Endpoint Security solutions. This role will field queries via phone, email and web portal in our CRM solution. Queries will range in complexity from “how to” questions through involved debugging and troubleshooting efforts when tracking down operational anomalies. The individual should be comfortable living in both the Support and Engineering environments; translating internal Engineering-speak into clear concise directions for customers and vice versa. The Level 2 technician will serve as an escalation point for Level 1 and collaborates closely with Level 3 engineering, incident response, and command center teams for complex or high-impact incidents.

This is a great opportunity for someone with a background supporting commercial software that has a passion for diving into complex technical issues and also has an interest in b...