Technical Support Engineer

Data Engineering

Ref: 212Friday 14 January 2022

Are you tech-savvy, eager to learn with a positive and professional attitude? If you enjoy learning new technologies, and helping customers with your problem-solving skills, then now is an exciting time to join a fast-growing, ambitious, highly successful, and multi-award-winning software security company. 

After many years of organic growth, we have recently secured private equity investment and will be continuing our journey with ambitious growth targets, We are now looking for Technical Support Engineers to join our growing team. 

Responsibilities – What will I be working on? 

  • Provide technical support to customers via phone, email and chat, troubleshooting issues and answering queries – in a professional and friendly manner 
  • Partner with the development team to identify and document product defects 
  • Write and manage escalation issues/tickets to fully describe customer issues and deep dive to root causes, working with other departments where required 
  • Obtain, evaluate and research relevant data to resolve customer enquiries and issue  
  • Help development docs, KB articles and FAQs to improve responses as a team  
  • Work with a continuous improvement mindset, looking for solutions to problems and proposing improvements if something could work better 
  • Collaborate with Customer Success and Sales teams to ensure a thorough understanding of our products and get customer feedback channeled to the right place 
  • Work as part of the team to provide an excellent customer experience on a 24/5 basis 

Skills – What we need you to bring to the table 

  • Experience working in a similar role, providing technical support to customers from creation through to resolution 
  • A degree in an IT or computer science is good but experience most important  
  • Customer-focused with a right-first-time approach and a desire to exceed expectations 
  • Strong verbal and written communication skills, with experience in writing technical information / documentation an advantage 
  • Excellent interpersonal skills with a diplomatic approach to managing difficult customer issues 
  • Excellent problem solving & troubleshooting skills, with a logical and systematic approach 
  • Able to work under pressure, prioritising and managing several open issues at once 
  • Flexible and adaptable 
  • Good attention to detail, with ability to provide step by step instructions 
  • Ability to communicate technical information in a non-technical language to customers 
  • Flexibility to work a variety of shifts to cover a 24/5 rota 

Technical experience of any of the following areas would be a distinct advantage: 

  • Networking, email and web protocols (DNS, SMTP, TCPIP, etc)
  • Linux servers/3DS Operating systems
  • Cloud Infrastructure – AWS
  • Python or any scripting languages