Technical Support Engineer

We are seeking a talented, Technical Support Engineer to join our outstanding Global Technical Support team, providing world class support to our customers.

Our ideal candidate is an energetic, responsible and motivated self-starter with a desire to learn new technologies and concepts, and solve complex technical questions.

This individual should have strong technical knowledge, and understanding, of IT, networking, system and security concepts, combined with the ability to troubleshoot technical customer issues, analyse and identify the technical details described in submitted customer reports, formulate a clear plan for resolution, and maintain a clear, concise, and efficient, customer interaction.

This position directly reports to the Technical Support Team manager as part of a team of professionals, responsible for handling a major part of our customers’ support experience.

Key Responsibilities

• Provide post-sale case resolution via email, phone, chat and CRM cases

• Read through and develop a clear assessment of the reported issue

• Formulate a clear hypothesis of possible root cause and path to resolution

• Plan and communicate the pre-requisites and process required for resolution

• Effectively gather, and document, all information and resources needed

• Perform case investigation, research and reproduction of case scenario, using our extensive set of supporting technical and knowledgebase tools

• Develop and communicate a concise and efficient customer response

• Qualify and test the procedures and solutions, to validate full issue resolution

• Develop and document a full root cause analysis report, to be provided to the customer

• Develop knowledge base articles and canned responses for customer communications

• Uphold SLA and service-level commitments to the customer

• Maintain a high level of integrity and quality in his technical and customer-facing activities
  

Qualifications

Educational background:

Computer Science, IT and/or security certification from a recognized institution or 2 years of proven relevant professional experience in a similar position. Internships are not counted.

Good understanding of:

• Networking and data transport and encryption

• Cloud infrastructure, Machine, network and services virtualization

• Security concepts and methodologies

• System administration and IT
  

Must haves:

• Microsoft System Administration (Windows Server, Virtualization)

• PowerShell, Bash or other OS scripting languages

• Web and application servers (IIS, Apache, Tomcat)

• Active directory, LDAP and Radius

• Relational databases (especially MS-SQL 2014 and above) and SQL language proficiency

• Cloud infrastructure, business applications and distributed services

• Operating systems – Windows, Linux, Unix, MAC-OS
  

Preferred:

• Previous experience as a technical support agent

• Identity Management platforms

• Transport and application-level Firewalls

• .NET applications
  

Personal traits and skillset:

• Troubleshooting and problem deconstruction

• Strong written and verbal English communication skills

• Ability to work diverse, international, customer and team environments

• Other languages (e.g. Spanish, French, Chinese) – a plus

• Trustworthy, self motivated and reliable

• Accountability, transparency and ownership

• Desire to work in a fast-paced, dynamic and technologically challenging environment

• Organized and methodological with great attention to detail

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