We are seeking an individual who is proactive and supportive team player who is extremely customer-centric in everything you do to join our group as a Product Support Engineer to support our EMEA region. Our head office is based in Singapore with subsidiary offices in Australia, Ireland and the United States. Your role is to provide quality technical advice to our clients globally. This is a challenging role that will require someone who is able to interact well with clients and internal team members, and be self-motivated and driven.

As part of a specialised team spread across the globe, you will be responsible for delivering expert technical guidance to customers on using our software and assisting with resolution of any technical support cases they may raise. Being a highly technical person yourself, you will become a mentor to all in passing through your experience and knowledge. You will also be responsible for customer technical consulting, product documentation and product testing.

Key Responsibilities

• Take ownership of technical cases raised by customers and partners to ensure they are completed through to resolution. This may have involved re-producing the customer's situation within our test environment compromising of 7 the different operating systems (and many of their variants!) that we support
• Identify future enhancements and solutions to make it easier for customers to make the best use of our software for their use cases, which might include product improvement suggestions, better documentation, or some other ideas tackle their issues without them having to rely on our assistance in the future
• Working closely with our software engineering team in areas of feature requests, testing, bug submission, or offering completely new and innovative ideas in our products that no one has ever thought of before
• Working on and improving our product documentation so that customers can understand all the powerful features that are available at their fingertips in a simple and easy to read manner
• Spend time developing and improving the online knowledge repositories for security and PCI compliance
• Any other duties as assigned

Requirements

• Diploma or Bachelor’s Degree in Computer Studies
• At least three years experience in Support or Service delivery teams
• Experience with basic Ethernet LAN networking, Wi-Fi, VPN technologies, Windows, Linux or macOS
• Experience of at least one email server platform and one database platform
• Solid understanding of IP networking protocols
• Experience with implementing and supporting other security solutions is a big plus
• Programming/debugging/scripting skills are a distinct plus
• Excellent written and spoken English
• Good interpersonal skills
• Able to work and research solutions independently
• Be flexible and enjoy working in a dynamic environment with a structure that is ever changing
• Clear understanding of technical concepts
• Ability to quickly grasp and troubleshoot complex problems