Remote - Tier 3 Technical Support Representative (US Only)

Client Support Remote - United States


Position at J2 Cloud Services

As the primary support for our customers, Technical Support Representative can take inbound calls and respond to emails/chats regarding our software. Tier 3 Technical Support Representatives provide exceptional customer support acting as liaison with front line support, engineering, product development, and management

The target is to ensure excellent service standards, respond efficiently to customer inquiries and maintain high customer satisfaction.

Essential Functions & Expectations

  • Provide technical and customer focused feedback to Engineering about an upcoming product release, during the CTP / BETA phase of the Product lifecycle. 
  • Inform all levels of VIPRE Technical Support of all product enhancements and/or changes as new VIPRE products are released.
  • Review and verify software bugs before escalation to development.
  • Act as an additional resource for Tier 1 and Tier 2 support as needed
  • Collaborate with Engineering, Product Management and other internal departments to resolve critical product issues, develop solutions to minimize cycle time for problem resolution, and make improvements for future releases.
  • Review documentation (user manuals, technical manuals, knowledgebase articles, etc) for technical accuracy and completeness.
  • Responsible for reporting, reproducing, and confirming product defects as reported by our customers or found during testing.  Requires a deep knowledge of VIPRE as well as the technologies being used within VIPRE and the environments VIPRE is used within.
  • Escalate trending and critical issues to management in a timely fashion to ensure the success of our customers.
  • Help train and onboard new technicians ensuring they are ready for their role.
  • Review, respond, and/or reassign existing support tickets to ensure customers are properly taken care of in a timely fashion.
  • Promote and maintain a high quality, professional, service-oriented company image among internal and external customers.


  • Must have in-depth knowledge of the following:
  • Microsoft Operating Systems (Microsoft XP – Windows 10 including Server Editions)
  • Microsoft Exchange
  • Microsoft Active Directory
  • LAN/WAN Networking
  • Antivirus / Endpoint Security
  • SaaS & Cloud Technologies
  • Be able to find solutions to simple/complex SQL database related issues
  • Ability to read dump files
  • Wireshark, Netmon, and Autoruns
  • Minimum 1-3 years’ experience in Technical Support or related field required.
  • Technology certifications preferred MCSA, MCSE, MCITP, Network+, Security+, CCNA, or related certification is desirable as this role extends beyond the VIPRE product lines.


Skills & Traits

  • Strong customer service skills; ability to convey message in a clear and concise manner, set expectations and follow through on issues to keep customers regularly updated, as well as quickly build a rapport with customers.
  • High level of initiative; motivated to enthusiastically and professionally provide the highest quality of service.
  • Strong analytical and problem-solving skills.
  • Ability to plan, prioritize, flex and adapt to change, and effectively multi-task.
  • Excellent communications skills (verbal and written).

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