Description - Senior Technical Support Engineer
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.