Technical Support Engineer

**Technical Support Engineer**

A powerhouse within the cloud computing platform industry is looking for a Technical Support Engineer contractor to join their team in Staines on an initial 12 month assignment with the flexibility to work remotely.

The successful Technical Support Engineer contractor will be a Customer Advocate providing support to users/administrators of our platform. Contributing to the growth of best practices for delivery of support services.

**Responsibilities**
- Understand our platform, cloud technologies and troubleshooting practices to ensure successful resolution of challenging technical situations.
- Manage and resolve all issues.
- Experience assessing, troubleshooting, resolving and providing root cause analysis for Product issues.
- Manage customers' expectations and experience in a way that results in high customer satisfaction.
- Maintain technical expertise in assigned areas of product functionality and use that expertise to help customers.
- Opportunity to become Subject Matter Expert in assigned areas of product functionality and utilise that expertise effectively to help customers. Share and deliver knowledge sessions with peers globally.
- Opportunity to create scripts to automate repetitive tasks or scripts to enable faster troubleshooting.
- Help in development and mentoring of team members in various technologies and platform.
- Suggest and implement improvements to internal processes.
- Work on technical and non-technical projects.
- Communicate with customers and our teams through case, phone and other electronic methods.
- Create knowledge base materials dedicated towards operational efficiency while also empowering and enabling the customers.
- Maintain impeccable case hygiene and customer related files and records.
- Participate in the weekend support on-call rotation.

**Skills / Experience Required**

Must have experience implementing, maintaining or supporting one (or more) of the following:

- Bachelors in Computer Science (or related technical degree) or 4+ years of related experience within technical support or software coding environment
- Demonstrated ability to troubleshoot the most difficult technical issues in time critical situations
- Experience diagnosing performance related issues.
- Ability to understand and communicate complex technical systems
- Proven ability to maintain a professional demeanour when handling complex user issues
- Solid background in Linux, UNIX or other OS
- Strong experience working with dynamic HTML components: AJAX, Java/JavaScript, CSS, XML, HTML, XHTML
- Experience and understanding of Object Oriented Design
- Experience with relational databases such as MySQL, Oracle
- Ability to read, analyse Application & Database logs
- Strong experience working in Java or similar backend programming language
- Excellent written and verbal communication skills in English - with the ability to clearly articulate solutions to complex technical problems
- Ability to work with high-value customer administrators and developers
- Excellent time management skills
- Personal commitment to quality and customer service

Must have experience in working with one (or more) of the following technologies / languages:

- Scripting languages (e.g. JavaScript, Python, Perl, Unix Shell, Windows Shell).
- Experience providing SaaS support
- Experience working with the ServiceNow Platform
- A fundamental understanding of ITSM or ITIL framework
- Experience diagnosing network related issues.
- Experience using tools like Splunk, Elk, and handling Network Devices & Load Balancers

Huntress Search Ltd acts as a Recruitment Agency in relation to all Permanent roles and as a Recruitment Business in relation to all Temporary roles.