Stromasys is seeking a Technical Support Engineer to join the NetWitness cybersecurity team. In this role, you will provide expert technical support, troubleshoot complex customer issues, and act as a dedicated advocate for your assigned customers.

What You'll Do

Review technical solution articles for accuracy and provide constructive feedback to authors.
Act as a remote customer advocate, championing specific customer needs in collaboration with the field team.
Participate in and lead customer conference calls.
Contribute to eServices content creation and maintenance, including knowledge base articles, support forums, and chat.
Validate technical information and provide early warnings on emerging issues.
Interface directly with customers throughout the problem resolution process.
Assess when to engage or escalate to more senior resources.
Manage your own schedule of cases, determining priority levels and setting clear expectations with customers.
Work toward becoming a subject matter expert in one or more technical areas.
Mentor and coach less experienced Technical Support Engineers and help develop training materials.
Apply systems analysis techniques to diagnose hardware or software functionality issues.
Utilize advanced troubleshooting tools and technical knowledge to analyze and resolve problems.
Systematically gather information and analyze a broad range of factors to diagnose issues.
Determine the appropriate tools and tests to use for effective problem resolution.
Communicate procedural and technical issues clearly to both internal and external customers.
Maintain thorough documentation and 'closed loop' communication in all service request case notes.
Contribute to and develop knowledge-based articles.

What We're Looking For

Excellent troubleshooting and customer support skills.
Strong organizational skills and comfort with managing and prioritizing a customer caseload.
Ability to visualize, articulate, conceptualize, and solve both complex and straightforward problems.
Ability to work effectively in a team environment.
Excellent verbal and written communication skills.
Proficiency in two or more technologies from the listed technical stack.
Typically requires 3+ years of related experience in a professional role with a bachelor’s degree; or an advanced degree without experience; or equivalent experience.