Responsibilities
1. Own, investigate, and solveplex customer technical issues.
2. Collaborate within and across teams and leverage troubleshooting tools and practices.
3. Engage with Engineering and Supportability teams to investigate potential product defects.
4. Reviewplex issues and contact customers to understand the issue.
5. Ensure customers stay informed about the status and solution of their issues.
6. Utilise troubleshooting tools to help resolve customer issues.
7. Act as an advisor to the customer and handleplex, repeatable, or escalated cases.
8. Create technical articles for internal or customer-facing knowledge bases.
9. Provide best practices and education to customers.
10. Performplex product troubleshooting and remediation when needed.
11. Work alongside development teams to drive incident resolution.
12. Analyse patterns of problems and optimise support engineering delivery.
13. Collaborate on cross-team and cross-product technical issues.
14. Provide feedback to senior engineers or serviceability teams on product functionality.
15. Engage with the engineering team to investigate product bugs and provide business impact.
16. Contribute to or develop automation techniques and diagnostic tools.
17. Translate feedback and create processes for case resolution.
18. Participate in case triage meetings to share knowledge with other engineers.
Essential Skills
19. Technical support experience or experience working with customers in the IT industry.
20. Excellentmunication skills.
21. Strong understanding of network security principles and practices.
22. Knowledge of cybersecurity fundamentals such as encryption, authentication, and authorization.
23. Understanding of cloudputing concepts.
24. Familiarity with the TCP/IP stack.
25. Understanding of DNS principles and protocols.
26. Familiarity with Microsoft Azure cloud service provider.
27. Understanding of network protocols.
28. Familiarity with Windows and Linux server environments.
29. Familiarity with Active Directory and Azure Active Directory/ENTRA.
Additional Skills & Qualifications
30. Basic skills in scripting languages are a plus.
31. Fluency in English, with reading, writing, and speaking proficiency.
32. Proficiency in other European languages such as French or German is preferable.
Work Environment
The work environment involves supporting products like Defender for Cloud Apps, Defender for Identity, and Analytics. You'll be part of a team that values proactive problem-solving and continuous learning. The role may require flexible working hours to amodate customer needs and ensure optimal service delivery.
Location
Bracknell, UK
Job ID JP-005387092