Support Engineer
đź“Ť Location: EMEA (Remote - UK Preferred)
đź“… Posted: 24/06/2024
đź•’ Job Type: Full-Time
Overview
Our client, a rapidly growing global software company, is seeking a talented and enthusiastic Support Engineer to join their technical support team. This is a great opportunity for someone who is passionate about technology and enjoys solving complex customer issues.
In this role, you will serve as the primary technical point of contact for customers, embodying a customer-first mindset. The ideal candidate will be driven by continuous learning, thrive in a dynamic environment, and be committed to delivering exceptional support to enterprise customers.
This position is remote, with a preference for candidates based in the UK.
Key Responsibilities
* Provide prompt and effective technical assistance to customer inquiries via phone and email, adhering to SLA requirements.
* Remotely troubleshoot and resolve software issues; escalate complex incidents to appropriate teams as needed.
* Accurately document customer interactions, incidents, and solutions in the internal ticketing system.
* Collaborate with other support engineers and cross-functional teams to ensure issue resolution.
* Reproduce and analyze customer-reported incidents to assist in root cause analysis.
* Contribute to the customer knowledge base by creating clear and helpful articles.
* Participate in on-call rotation for out-of-hours support.
* Engage in ongoing training to stay up to date on product developments and expand technical skills.
* Maintain a professional and empathetic attitude, even in high-pressure or challenging support situations.
* Analyze application log files to support troubleshooting and resolution.
Required Skills and Experience
* Strong ability to build rapport and trust with customers.
* Excellent verbal and written communication skills.
* Solid problem-solving abilities and a solution-driven approach.
* Proven technical knowledge in Windows and Linux environments.
* Experience supporting business-critical systems and prioritizing escalations.
Preferred Qualifications
* In-depth knowledge of both Windows and Linux operating systems.
* Experience with technologies such as Virtualization, Networking, High Availability, and Backup.
* Previous collaboration with internal development or engineering teams to resolve issues.
* Ability to manage multiple cases and work efficiently in a high-volume environment.
* Familiarity with enterprise storage platforms (e.g., NetApp, Dell, Nutanix).
* Working knowledge of Microsoft Server and domain administration.
* Exposure to cloud infrastructure like AWS or Azure.
Benefits
* Remote work flexibility
* Pension contribution
* Cycle-to-work scheme (if applicable)
* Training and development support
If you are passionate about providing world-class technical support and want to work with a forward-thinking organization, we encourage you to apply today.