Technical Customer Support Engineer

About the Role

This is a Technical Customer Support Engineer role. This position can be based in a variety of European countries. We're looking for someone with 2-3 years of technical support experience in a customer facing role. You will be responsible for ensuring that the customer experience remains positive throughout the lifecycle of their support interactions. You are likely to already be an authority in your field, the individual your colleagues come to for assistance and the individual that customers ask for when they're in difficult situations.

At a Glance

• Working a customer-facing support queue (Salesforce)
• Diagnosis of customer issues, quantifying customer impact and prioritising solutions
• Engaging with both customers and the Sales organisation through email, telephone and remote management sessions (e.g. WebEx, Teams)
• Engaging with Engineering teams to provide prompt and high-quality workarounds and solutions.
• Identifying and documenting product, hardware, software, and process improvements
• Rotational on-call/out-of-hours support
• Developing customer-facing content (e.g., knowledgebase, how-to guides)
• Collaborate with your colleagues on investigations and critical issues.
• Being the embodiment of an excellent teammate; multi-functional teamwork and communication is vital.

What Will Impress Us

• Experience supporting a global customer base
• Working in technical support or escalation engineer role
• Experience in diagnosis and resolution of complex customer technical issues
• Experience solving in Linux-based systems, their management, operation and application stacks.
• Understanding of network connectivity and IP addressing and some familiarity with packet capture analysis.
• Understanding of current security technologies and risks
• Basic understanding of SQL and non-SQL databases
• Able to work as part of a geographically dispersed global Support team
• Some exposure to virtual and cloud environments
• Support of cloud/SaaS Applications
• Business proficiency in English (another European language is desired).

Preferred

• Design and understanding of enterprise and data-centre networks
• Scripting/programming, especially in Python and bash shell
• Proven understanding of SQL and non-SQL databases
• Good understanding of virtual environments and cloud environments
• Experience in security appliances and security software
• Experience in data interchange between dissimilar systems
• Basic knowledge of: APIs, SAML and TLS

Sounds like this could be a match? We are looking forward to receiving your application!