Principal Support Engineer

1 month ago

Reading Berkshire, United Kingdom Orama Solutions Full time

Orama are working closely with a Series D start-up who have raised $175m in funding, have a valuation over $2 billon and have been backed by some top VCs in the cyber space.

The tech:

A secure Enterprise Browser that aims to secure BYOD (bring your own device), work-from-anywhere patterns, and contractor access. Beyond security, it also helps customers boost workforce productivity and improve user experience.

Responsibilities:

Provide exceptional technical support to enterprise customers, promptly addressing their queries and issues via various communication channels (email, phone, chat).

· Demonstrate a deep understanding of our products and its integration with clients' systems to offer effective solutions and guidance.

· Collaborate with cross-functional teams, including development and QA, to escalate and resolve critical customer issues promptly.

· Document customer interactions, technical solutions, and best practices to create an organized knowledge base for both internal and external use.

· Actively contribute to product improvement by providing valuable feedback and insights gained from customer interactions.

· Work independently with a self-sufficient and proactive approach while adhering to established SLAs and performance metrics.

· Ability to work off-hours when needed.

Must have:

This position is based in Reading (3 days in office.)

· 5+ years of hands-on experience in support roles, working directly with enterprise customers.

· 5+ years of proven experience in troubleshooting methodologies and problem-solving skills.

· 3+ years of working in a startup environment and the ability to thrive in a fast-paced, agile atmosphere.

· In-depth knowledge of network and security devices, such as Okta, Zscaler, and Siem.

· Expertise in OS systems, including, Windows, Mac and Linux.

· Strong debugging skills for Windows applications and a solid understanding of the protocol.

· 5+ years of experience with IT tasks like installing virtual machines and configuring IT environments.

· 5+ years of experience with support methodologies and tools (Confluence, Salesforce, Jira).

· 3+ years of experience working with Log systems like Coralogix, and Sentry.

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