Senior Technical Support Engineer

2 weeks ago

United Kingdom DiverseJobsMatter Full time

This is a fantastic opportunity for an senior level customer-facing Technical Support Engineer to join our team in Cambridge. You’ll be helping make our customers successful by providing high-quality, efficient support for our virtualization-based security solutions and cloud customers. The Senior Technical Support Engineer interacts with our customers and takes ownership of technical issues through to resolution, using a variety of tools, resources, and expertise.

Our ideal candidate will have a passion for customer satisfaction and excellent technical and time management skills. You’ll work well within a team but will be able to work through hard problems independently and have a self-motivated enthusiasm for continuous learning.

What you’ll be doing as a Senior Technical Support Engineer:

  • Fulfil incoming incidents, requests, and escalations, assisting customers and stakeholders in a courteous and professional manner
  • Perform technical problem diagnosis and resolution
  • Schedule, manage and deploy configuration changes/endpoint updates to our customer cloud environments
  • Schedule, manage and health-check customer cloud environments
  • Provision and deprovision customer cloud environments
  • Assess, analyse and make technical recommendations to improve customer supported cloud platforms
  • Schedule, manage and deploy configuration changes/endpoint updates to our customer cloud environments
  • Through effective communication, ensure customers are well informed
  • Where appropriate, perform customer follow-ups to gather further information to drive issues through to resolution
  • Follow support and business processes accurately with attention to detail. Proactively look for opportunities to improve the efficiency and quality of our services
  • Responsibility for customer-facing support of pre-sales prospects, customers and partners.
  • Serving as a our subject matter expert, educating customers on best practices.
  • Communicating with customers and stake holders via e-mail, ticket systems and remote conference calls.

Requirements for the Senior Technical Support Engineer:

  • Exceptional customer service skills, particularly the ability to empathise and follow through tasks to ensure customer satisfaction
  • Excellent organisation to ensure that many concurrent incidents are all being taken care of in a timely manner
  • Direct work experience in a similar environment (ideally supporting external clients)
  • Experience with managing and supporting customers in a cloud environment or SaaS style service
  • Prior experience troubleshooting and maintaining Windows Operating environments
  • Knowledge of enterprise endpoint deployment tools
  • Solid understanding of networks and networking protocols
  • Solid understanding of virtualization products and concepts

A great Senior Technical Support Engineer will have-

  • Bachelor’s degree in Computer Science/Engineering or related technical degree or equivalent
  • Experience deploying, configuring and/or supporting endpoint security products

The important criteria for joining our Technical Support team are:

  • Good analytical skills, demonstrating the ability to break down complex problems and a desire to get to the bottom of things.
  • Rich technical skills and passionate about new technology and the tech industry.
  • Detail-oriented, diligent and with the ability to multi-task and follow through on multiple cases.
  • Confidence to operate in a customer facing role, with excellent communication skills.
  • Ability to work with minimal direction, pick up new concepts and technologies quickly are highly desirable.

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