Technical Support Engineer

Important to note, this is a 24x7 shift role 

Responsibilities – What will I be working on? 

·        Provide technical support to customers via phone, and tickets, troubleshooting issues and answering queries – in a professional and friendly manner 

·        Partner with the development team to identify and document product defects 

·        Write and manage escalation issues / tickets to fully describe customer issues and deep dive to root causes, working with other departments where required 

·        Obtain, evaluate and research relevant data to resolve customer enquiries and issue 

·        Help development docs, KB articles and FAQs to improve responses as a team 

·        Work with a continuous improvement mind-set, looking for solutions to problems and proposing improvements if something could work better 

·        Collaborate with Customer Success and Sales teams to ensure a thorough understanding of our products and get customer feedback channelled to the right place 

·        Work as part of the team to provide an excellent customer experience on a 24/5 basis 

Skills – What we need you to bring to the table 

·        Experience working in a similar role, providing technical support to customers from creation through to resolution 

·        A degree in an IT or computer science is good but experience most important 

·        Customer focused with a right first-time approach and a desire to exceed expectations 

·        Strong verbal and written communication skills, with experience in writing technical information/ documentation an advantage 

·        Excellent interpersonal skills with a diplomatic approach to managing difficult customer issues 

·        Excellent problem solving & troubleshooting skills, with a logical and systematic approach 

·        Able to work under pressure, prioritising and managing several open issues at once 

·        Flexible and adaptable 

·        Good attention to detail, with ability to provide step by step instructions 

·        Ability to communicate technical information in a non-technical language to customers 

·        Flexibility to work a variety of shifts to cover a 24/5 rota 

Technical experience of any of the following areas would be a distinct advantage: 

·        Networking, email and web protocols (DNS, SMTP, TCPIP, etc) 

·        Linux servers/Linux Operating Systems 

·        Cloud Infrastructure – AWS 

·        Python or any scripting languages