Product Support Engineer

Product Support Engineer

We are seeking a Product Support Engineer to join our vibrant organization and contribute to our award-winning customer support team. As a proactive and collaborative team player, you'll centre your approach around customer satisfaction.

In this pivotal role, you'll provide world class technical support to our global enterprise customers. We're seeking a confident communicator with the ability to interact seamlessly with clients and internal teams alike, someone who is self-motivated and customer obsessed.

Core Responsibilities:

  • Provide Level 1 + 2 product support, onboarding/installing configuration and training of new customers, and if required support with pre-sales should the situation arise.
  • Take ownership of technical cases, ensuring completion through to resolution, including reproducing customer scenarios in our comprehensive test environment.
  • Identify future enhancements and solutions to empower customers in utilizing our software more effectively, ranging from product improvement suggestions to comprehensive documentation.
  • Collaborate closely with our software engineering team on feature requests, testing, bug submissions, and contributing innovative ideas to enhance our products.
  • Contribute to the development and improvement of online knowledge repositories.
  • Undertake any other duties as assigned.

Experience Required:

  • Diploma or Bachelor’s Degree in Computer Studies.
  • A minimum of three years' experience in Support or Service delivery teams.
  • Proficiency in basic Ethernet LAN networking, Windows, Linux, or macOS.
  • Solid understanding of IP networking protocols.
  • Swift comprehension and troubleshooting skills for complex problems.
  • Experience with at least one email server platform and one database platform.
  • Familiarity with JIRA, Service Cloud, M365, Slack, API’s, and data pattern creation is a plus.
  • Experience in implementing and supporting security solutions is highly desirable.
  • Programming/debugging/scripting skills are a distinct advantage.
  • Ability to work independently, with a clear understanding of technical concepts.
  • Knowledge of data discovery, data compliance/governance, data security would be valuable but not essential.
  • Willingness to work EMEA shift hours to meet the needs of our global customer base, and flexibility to cover other time zones as necessary.
  • Fluent in English (speech and written), additional languages a bonus.

If you're ready to bring your technical expertise to a global stage and play a pivotal role in customer satisfaction, we'd love to welcome you to our team. Apply now and be part of our exciting journey!