First Line Support Engineer

Checkmarx   All Jobs First Line Support Engineer Support India - Pune Junior Full time ID: P1940 Description Who are we?Checkmarx is the leader in application security and ensures that enterprises worldwide can secure their application development from code to cloud. Our consolidated platform and services address the needs of enterprises by improving security and reducing TCO while simultaneously building trust between AppSec, developers, and CISOs. At Checkmarx, we believe it's not just about finding risk but remediating it across the entire application footprint and software supply chain with one seamless process for all relevant stakeholders. We are honored to serve more than 1,800 customers, which includes 40 percent of all Fortune 100 companies, including Siemens, Airbus, Salesforce, Stellantis, Adidas, Walmart, and Sanofi.We are looking for a technical support engineer to join our First Line Support team.The First Line Support Engineer will be the first to assist our customers with their demanding and complex cases. You will be expected to analyze and understand the problem quickly, suggest a solution, or ask for essential information. You will be expected to learn new products and technologies. In addition, you are expected to have excellent communication and customer service skills.Essential Duties and Responsibilities:Provide the first response to customers mainly through the Salesforce support system and occasional phone callsConduct initial analysis and classification of customer casesUse various resources (acquired knowledge, knowledge base, product documentation, etc.) to solve casesGather essential information needed for the skill-based teams to further handle the case Smart routing – based on the case analysis, route to the correct skill-based team Contribute to knowledge sharing (writing articles, including Root Cause Analysis (RCA) for resolved cases) Proactively seek to exceed customer expectations, leading to high customer satisfaction ratings Requirements Requirements:Engineers are expected to have intermediate knowledge of the following technologies, along with the ability to quickly advance those skills.English as a spoken/written language, with excellent communication skillsExcellent problem-solving abilitiesBS degree in Information Technology, Computer Science, or relevant field At least 1- 2 year of proven work experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician, or similar roleFamiliar with Windows/Linux OS environmentsAbility to think on one’s feet, learn complex products and discover creative methods to assist customers.Ability to diagnose and troubleshoot technical issuesAbility to provide step-by-step technical help, both written and verbalBasic knowledge of Networking/Internet Services is an advantageBasic knowledge Experience working with authentication protocols is an advantageBasic knowledge with IIS, Apache, Certificates, Docker, and MS SQL Server is an advantageFamiliar with Salesforce is an advantageAdditional Requirements:Ability to work in a team and communicate effectivelyGet stuff done attitude!Willing to take on challenges anytime. Going above/beyond the call of dutyRemote work in IndiaSatisfactory working in Night Shift (11:00 PM to 7:00 AM) The candidate will have fixed shifts Apply for this job   All Jobs