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Consumer Tech/ Malware Analyst Tier 1
Boulder, CO :: Technical Support

Webroot Software, Inc., founded in 1997, is a highly successful, private security software & services company and the creator of the award-winning Spy Sweeper® line of products. Globally recognized, we have an outstanding history of delivering award-winning, best of breed security solutions for consumers, small businesses and enterprises. Webroot defined and pioneered the anti-spyware market building it into a $100 million business. Webroot continues to develop innovative security and privacy protection products for internet peace of mind including anti-virus and parental controls applications. Our headquarters are located at the base of the beautiful Rocky Mountains in Boulder, Colorado, and our Advanced Development campus is located in Mountain View, California in the heart of Silicon Valley.

Webroot is seeking a Consumer Tech/Malware Analyst Tier 1 to work as an escalation point of contact on both product and potential threat escalations.

Responsibilities

• Utilize skill sets to resolve initial Customer Support for Professional Services COP’s Offerings and up sell/cross sell Webroot products as needed
• Represent the voice of the customer within Webroot and to the AMR Team
• Monitor and answer phone calls when necessary and when requested to do so by Supervisor.
• Utilize existing and recommended tools to remove infections on an individual customer basis
• Gather file and registry information for definition development using only sanctioned utilities
• Follow sanctioned processes to identify new distribution methods and techniques for removal
• Prioritize and switch among several projects simultaneously while quickly learning a breadth of new concepts and technologies
• Work closely with the AMR Team on fixes and future lifecycles, providing critical customer feedback on Webroot’s products
• Serve as the leading point of contact into the AMR Team for COP’s Professional Service AMR only

Required Skills and Experience

• Bachelor’s Degree in a technical field or equivalent experience
• 5+ years experience in a call center environment
• 3-5 years experience resolving complex product issues, Consumer security software products preferred
• Understanding of Windows file/folder structures and file access methods
• Ability to perform in-depth searches for keywords within the registry and files/folders
• Knowledge of Windows Security features
• Excellent customer service skills addressing the needs of both the external and internal customer with strong communication and process skills

DESIRED SKILLS AND EXPERIENCE

Knowledge of the following:

• Trojans
• System Monitors
• Adware
• Viruses
• Keystroke Loggers
• Personal Firewalls
• Anti-virus
• Anti-spam
• Anti-spyware
• System utilities such as HijackThis, Regmon, Filemon and Procexp

Privately held and backed by some of the industry's leading top tier venture capital firms, including Technology Crossover Ventures, Accel Partners and Mayfield, Webroot is continuing to build and capitalize upon proven successes and leadership in the security market. Our employees are our most valuable resource and we provide them with the benefits, compensation and stock they deserve. Candidates should be self-directed and able to balance a team approach with personal initiative. Webroot Software, Inc. is headquartered in Boulder, CO with offices in Silicon Valley, Europe and Asia.

If you would like an opportunity to work with this widely recognized worldwide leader in security technology, send your resume to rcirulli@webroot.com for consideration.

Principals only- no third parties, please. Webroot Software, Inc. is an Equal Opportunity Employer.