Customer Support Engineer

3 weeks ago

England, United Kingdom Kinect Full time
  • REQUIRED - Fluency in English
  • REQUIRED - HPE NonStop Systems experience
  • Will be remote in Europe


As a primary point of contact for our customers, you'll tackle technical challenges, address inquiries, conduct in-depth research on complex issues, and offer comprehensive guidance on utilizing our suite of cutting-edge cybersecurity and database management solutions.


Reporting directly to the Senior Manager of Customer Support, your responsibilities will include:


  • Diagnosing and resolving customer-reported issues related to cybersecurity products.
  • Analyzing customer-provided data such as logs, traces, and debugging details to identify root causes.
  • Documenting reported product defects and gathering customer enhancement requests.
  • Delivering prompt and professional responses to technical inquiries from both customers and team members.
  • Participating in User Acceptance Testing processes to uphold product quality standards.
  • Contributing to the development and upkeep of our Knowledge Base by crafting informative articles.


To excel in this role, you should meet the following qualifications:


  • A minimum of 3 years of experience in customer support roles.
  • Excellent written and verbal communication skills.
  • Proficiency in troubleshooting MS Windows applications and fundamental networking issues.
  • Familiarity with HPE NonStop systems is highly desirable.
  • Availability for after-hours on-call support, which will be part of a rotation following a 90-day training period.
  • General knowledge and experience in cybersecurity are advantageous.
  • Experience with Linux/Unix, Salesforce, and JIRA would be beneficial additions.

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