Technical Support Specialist

  • Location:
    Waltham, Massachusetts, US
  • Area of Interest
    Sales - Services, Solutions, Customer Success
  • Job Type
    Professional
  • Technology Interest
    Cloud and Data Center
  • Job Id
    1208026
New
Cloudlock was launched in 2011 with one simple goal in mind: to transform cloud security into a business enabler. From that initial goal, we’ve built out a unified cloud security platform that helps organizations protect their sensitive data in public cloud applications such as Google’s G Suite, Salesforce, Dropbox, Box, ServiceNow, and many others. After being acquired by Cisco in August 2016, Cloudlock now is part of the Cisco Cloud Security Business Unit, and remains a cohesive team that is headquartered in Waltham, Massachusetts, with remote offices in London and Israel. The cloud is our passion and cloud security is our mission. Cisco is one of the largest security companies in the world, with solutions ranging from Next-Generation Firewalls to Advanced Malware Protection and DNS-layer security. As part of Cisco, the opportunities here are endless as we continue to redefine cloud security.

Responsibilities:

As a Technical Support Specialist you’ll have a crucial role in helping our customers achieve success by managing relationships and responding to their questions and service requests. You aren’t afraid to get your hands dirty to tackle any issues with the product, and you’ll work very closely with the Engineering team to prioritize and resolve support issues. You’ll also interact with the Product Management team to build a solid ongoing understanding of customer needs, core requirements and trends in product usage.

Customers contact us for support in various ways. We use tools like email, phone calls, and Google Hangouts and GoToMeeting to assist customers, and we track all of our activities in our case management system. Technical Support Specialists collaborate internally within the team and with engineering, and work alongside and learn from individuals who will help you troubleshoot issues that may arise.

Must Haves

      • A passion for helping people succeed with technology
      • Excellent verbal / written communication as well as organizational skills
      • Outstanding problem solving skills
      • Ability and desire to create and manage knowledge base articles
      • An intense curiosity about how systems work
      • A “can do,” attitude
      • Bachelor's degree or 2+ years experience in a customer-facing Technical Support role

Nice to haves

      • API Support Experience
      • Experience in one or more of the following:
      • Salesforce Support Case system or Jira
      • SaaS/Cloud environments
      • Enterprise IT Mgmt/Security
      • Experience supporting international customers
      • Google Apps
      • ServiceNOW
      • DropBox and Box
      • Office 365