THE TEAM:

We are a skilled team of Technical Support professionals with unrivaled experience and expertise. From assisting with technical issues to providing advice on deployment, installation or configuration, the team is always available to ensure customers success in detecting & responding to Insider Risk.

THE ROLE:

Working as part of a focused team, you will be managing chats, emails and scheduled callbacks with our customers. You will be doing a lot of writing, too. Clear, step-by-step, instructions with tact and discretion. You will also be working to streamline internal processes while dealing with an ever-increasing workload as Code42’s growth explodes. 

WHAT YOU’LL BE DOING:

• Taking ownership of reported customer issues and seeing problems through to resolution
• Facilitating customer communication, education and retention
• Collaborating with your team on issues and their solutions
• Performing thorough analysis of varied log and system files related to Code42 products
• Recreating, tracking, and verifying software defects reported by customers in the field or under lab conditions 
• Utilizing remote secure access technologies to diagnose and resolve customer issues
• Reviewing manuals, release notes, and patch documentation for possible issue resolution
• Staying on the cusp of the latest and greatest technologies as well as changes in Code42 products and processes
• Meeting service level agreements and ensuring proper documentation of all issues

WHAT YOU BRING:

• 2 to 3 years of relevant work experience, or combination of education and relevant work experience
• The ability to make decisions on your own, and consult with team leaders as needed
• Fluent in the following: Windows, Mac and Linux operating systems
• Excellent problem-solving skills
• Understanding of the technical fundamentals of the Internet and server administration, such as: SSH, HTTPS, SSL/TLS, TCP/IP, traceroute, and ping
• Strong writing skills and good telephone etiquette
• Record of consistently offering superior levels of customer service
• Strong command line Linux skills. You have set up and run your own Linux servers before.
• Ability to communicate with high technical knowledge and efficiency
• Ability to support Pacific and Mountain time, expected hours are 9:00am - 6:00pm MT
• Where permitted by applicable law, must have received or be willing to receive the COVID-19 vaccine by date of hire to be considered for employment, if not currently employed by Code42.
• Ability to work hybrid, reporting to the Denver office two days a week 

ADDITIONAL SKILLS THAT CAN SET YOU APART:

• Knowledge of security software or previous experience at a security organization
• Some scripting experience (e.g. Bash, PowerShell, Python, JavaScript)
• Strong knowledge of database technologies
• General knowledge of varied operating system and application deployment methodologies such as virtualization, containers, PaaS/Infrastructure as Code