We are looking for a Technical Support Engineer to provide enterprise-level assistance to our customers. This remote role will involve working alongside skilled and experienced engineers.
Technical Support Engineer responsibilities include assisting customers by investigating and diagnosing issues, reporting bugs and problems to our Development team, building lab environments, and testing products for the next release. Depending on the customer's preference and the situation's complexity, you will use a mixture of email, chat, phone, and remote support tools to help our customers.
This role is unique as we need people with skills in various backgrounds and disciplines, such as Linux, Microsoft (Windows Server & enterprise applications), and Networking (TCP/UDP, routing, etc.). Most importantly, they must be able to deal with customers in a professional and friendly manner. Our customer support reputation is among the best in the business, and that is because we genuinely care about the problems affecting our customers!
We encourage the team to collaborate when fixing issues; it is all about customer satisfaction for us.
In addition to covering the support desk, you'll have plenty of time allocated for projects, research, and self-directed learning, i.e., more of what interests you personally.
Responsibilities
- Respond to tickets in the helpdesk.
- Diagnose and troubleshoot technical issues.
- Ask customers targeted questions to understand the root of the problem quickly.
- Handle issues in the helpdesk through to resolution, within agreed time limits.
- Talk to the clients through a series of actions, either via phone, email, or chat, until they solve a technical issue.
- Appropriately escalate unresolved issues to the appropriate internal teams (e.g. software developers).
- Provide prompt and accurate feedback to customers.
- Refer to the internal database or external resources to provide accurate tech solutions.
- Work with colleagues to jointly investigate issues and share knowledge that may help achieve a resolution.
- Ensure all issues are properly logged.
- Prioritise and manage several open issues at one time.
- Document technical knowledge in the form of notes and manuals.
- Maintain jovial relationships with clients.
The ideal candidate will possess
- Excellent customer service skills.
- Knowledge of networking - TCP/UDP, routing, NAT, firewall configuration, etc.
- Knowledge of the Linux operating system: filesystem structure, commands, services, etc.
- Knowledge of typical Microsoft applications such as Exchange, RDS, SharePoint, and Microsoft Windows Server operating systems.
- Excellent communication skills, both written and verbal, in English. We work with customers with different experience levels, so adjusting how a question is answered can be essential depending on who you are dealing with.
Beneficial skills
- Prior experience with load balancing.
- Scripting capability (Bash, Python, Powershell, etc.)
- Working knowledge of common virtualisation platforms such as VMware, Hyper-V, etc.
- Working knowledge of common cloud platforms such as Amazon AWS, Microsoft Azure, etc.
- Understanding WAF (mod_security) rules, GSLB, PBR, etc.
Personal qualities
- The ability to work well and collaborate within a team, or the confidence to take ownership of and progress tasks independently as required.
- A "can-do" attitude and willingness to be flexible to get the job done.
- A keen and inquisitive mind, the ability to think outside the box, and to help our customers.
Benefits
- Working as part of an outgoing and friendly team.
- Exciting opportunity to develop new skills in a dynamic environment with a global customer base.
- Being part of a company that genuinely cares about our customers and staff.