Overview
Technical Support Engineer - German Speaking — Trellix, Aylesbury, England, United Kingdom
Role
Technical Support Engineer, reporting to the Manager of Technical Support. You will be part of the support team and provide end-to-end case ownership, working with Support, Engineering and Product Management to identify and implement technical solutions and to share feedback to improve quality. As a trusted support advocate, you will partner with Customer Success Managers, Sales, Professional Services and Engineering to deliver best-in-class experiences and outcomes for customers, while identifying opportunities to improve products, documentation and processes.
Responsibilities
* Work on issues raised by customers from creation to closure
* Assess and understand impact, severity and urgency of issues
* Provide support to customers and build rapport through relationship building
* Participate in escalation calls with internal and external audiences
* Achieve outstanding results across goals such as Customer Satisfaction scores, resolution times and adherence to service levels
* Set and manage expectations with customers, including regular communications
* Conduct remote sessions to quickly resolve and progress issues
* Collaborate with engineering and peers to accelerate solutions; work in a hybrid setup
* Identify data requirements and assist with data collection
Qualifications
* 3+ years of applicable experience in a customer-supporting IT environment
* Experience in supporting customers in medium to large enterprises
* Customer-focused, patient, flexible and eager to progress quickly
* Team player, able to build rapport and communicate calmly
* Ability to explain complex issues at multiple levels and tailor communication to the audience
* Strong problem-solving skills
* Track record of outstanding results and personal development
* Document customer interactions to a high standard
* Ability to manage a sizeable workload and multiple priorities in a dynamic environment
* Experience managing and resolving critical issues
* Desire to learn and build on experience
* Cloud/AI knowledge desirable
* Fluent in English and German
Company Benefits and Perks
* Retirement Plans
* Medical, Dental and Vision Coverage
* Paid Time Off
* Paid Parental Leave
* Support for Community Involvement
We prohibit discrimination and harassment based on race, color, religion, gender, national origin, age, disability, veteran status, marital status, pregnancy, gender expression or identity, sexual orientation or any other legally protected status.
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