Ref. 213809477 | 2021-05-21 15:12:34
Town: Dublin | Country: Republic of Ireland
Desccription: Job Description
The Global Technical Support team is diverse, creative, fast-growing team! We provide technical support round the clock. Support Centres are located in Australia, India, Ireland, Japan, Netherlands, UK and US. We are looking for engineers who have passion for technology, problem solving and eager to help customers. We work with different internal teams to provide great customer experience. We thrive to meet objectives, maintaining work focus despite obstacles or setbacks.
As a Senior Technical Support Engineer, you will enable our customers with your passion and knowledge of the companies Platform. You will be responsible for managing and resolving the most challenging issues and escalation for the customer and provide technical guidance in addressing their business needs. You will be the voice of the customer into the product and development teams for product feedback and improvements. You will play an integral role in building knowledge and be part of strategic initiatives for process improvements.
What you get to do in this role:
Customer Advocate providing support to users/administrators of our platform. Contributing to the growth of best practices for delivery of support services.
Understand our platform, cloud technologies and troubleshooting practices to ensure successful resolution of challenging technical situations.
Experience assessing, troubleshooting, resolving and providing root cause analysis for Product issues.
Manage customers' expectations and experience in a way that results in high customer satisfaction.
Maintain technical expertise in assigned areas of product functionality and use that expertise to help customers.
Opportunity to become Subject Matter Expert in assigned areas of product functionality and utilize that expertise effectively to help customers. Share and deliver knowledge sessions with peers globally.
Opportunity to create scripts to automate repetitive tasks or scripts to enable faster troubleshooting.
Help in development and mentoring of team members in various technologies and Platform.
Suggest and implement improvements to internal processes.
Work on technical and non-technical projects.
Communicate with customers and our teams through case, phone and other electronic methods.
Create knowledge base materials dedicated towards operational efficiency while also empowering and enabling the customers.
Maintain impeccable case hygiene and customer related files and records.
Role requires working in 24/7 shifts on a rotational basis.
To be successful in this role you have:
Bachelor's in Computer Science (or related technical degree) or 4+ years of related experience within technical support or software coding environment
Advanced understanding of Object-oriented programming languages like Java.
Advanced knowledge of the components in web applications stack.
Strong Experience with relational databases (e.g. MySQL, Oracle).
Strong Experience using Linux/Unix.
Demonstrated ability to understand the problem statement and troubleshoot complex technical issues with ease.
Excellent written and verbal communication skills with the ability to clearly articulate solutions to complex technical problems.
Personal commitment to quality and customer service.
Ability to multi-task and efficiently manage the case queue.
Proven ability to maintain a professional demeanour when handling complex user issues (difficult customers).
Leading investigation and resolving complex issues and escalations while demonstrating exceptional technical understanding, business process and customer needs in timely manner.
* Experience providing SaaS / PaaS support.
* Experience working with the Platform.
* A fundamental understanding of ITIL framework.
* Experience diagnosing application performance related issues.
* Experience in developing, maintaining or supporting Web Applications.
* Knowledge of command line tools for log analysis such as awk, grep, sed
Salary Type: Annum
Salary: £43100 – £86100/annum
To apply for this job please visit www.cv-library.ie.