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Technical Support Specialist

2 months ago

Wokingham, Wokingham, United Kingdom Loftware Full time
About the Role

We are seeking a highly skilled Technical Support Engineer to join our team at Loftware. As a Technical Support Engineer, you will play a critical role in ensuring that our customers receive the highest level of technical support possible.

Key Responsibilities
  • Analyze complex technical challenges and provide advanced resolutions and solutions to customers' issues in a timely, professional, and customer-friendly manner.
  • Act as an in-house advocate for Loftware customers by providing a positive, unified, and technically invaluable voice of Loftware to the customers.
  • Collaborate with internal and external departments to resolve complex technical incidents and work in coordination with Professional Services, QA, Development, and other teams.
  • Provide technical guidance, thought leadership, and support to customers and other resources at Loftware with the goal of improving TTR and reducing escalations to Development.
  • Review production performance and provide analysis and reaction plans for errors/failures.
  • Collaborate with product management and other internal teams regarding resolution of issues requiring hot fixes or patches.
Requirements
  • Analytically minded with a deep understanding of all logs and data being gathered.
  • Ability to diagnose and quickly resolve customer and product issues.
  • Competence in handling escalations requiring attention beyond the scope of the Technical Support Team.
  • Ability to analyze infrastructure issues and communicate those issues to Operations and Development teams.
  • Basic knowledge of C++, Java, HTTP protocols, web browsers, database architecture, and operating systems.
  • Moderate skill level reading and interpreting logs, including Log4J and Log4J2.
  • Bachelors or master's degree in a technical discipline, or equivalent work experience.
  • 3-5 years' experience supporting customers directly in a technical environment.
Why Loftware?
  • We are the undisputed global leader in a business-critical industry, offering unparalleled possibilities for growth and development.
  • Our team is made up of talented, curious, and inspiring individuals who bring unique perspectives and skills to the table.
  • We prioritize employee development and offer comprehensive training to ensure our employees have the skills and knowledge needed to succeed.
  • We are committed to inclusion, diversity, and belonging, and we strive to create a culture where everyone feels valued and empowered to contribute.