As a Support Engineer, you will be working in a customer-facing capacity, helping to ensure they have a seamless experience using our products and navigating any issues that arise. Additionally, you will help the resolution of any problems that may arise, working cross-functionally internally to quickly come up with the most efficient solution to ensure customers have a continuous operation of our products.

Main Responsibilities:

Interacting with customers, responding in a professional and efficient manner, helping them identify and resolve technical issues. Showing a respect for all customers and team members at all times Meeting or exceed customer expectations on response quality, timeliness and overall customer experience Taking end-to-end ownership of assigned customer issues, including initial troubleshooting, identification of root cause and issue resolution. Showing dedication, patience and commitment to seeing problems through to resolution. Ability to think logically and creatively, with a detail-oriented working style, such that all angles of troubleshooting/resolution are covered and captured Communicating with customers and partners via the online support tool, and via audio and video calls and screen-sharing sessions Collaborating with Support, Engineering, SREs, Product Management and Customer Success teams. Showing a respect for all team members and customers at all times Reproducing customer problems internally, to enable the development and testing of a resolution Collecting information and documenting bugs with Engineering for product/service issues that are impacting customers Providing feedback to the training and documentation teams so that common or emerging issues can be addressed before they become serious or widespread Ensuring best practices are followed and processes are adhered to, especially with regard to ISO27001/9001 compliance, security incidents and data breaches Actively prioritizing tasks/workload with self-discipline and good timekeeping Adopting an 'always-learning' mentality, with a humble attitude about knowledge limitations, and the ability to learn from experience and informal/formal instruction. Showing a willingness to share knowledge with team members and customers Participating in the weekend queue manager/on-call rosters and scheduled public holiday coverage Clearly communicating with all stakeholders - customers, team members, other departments, management Participation in escalation calls, when required, to brief stakeholder management on support cases, and assist in the creation of action plans aiming to solve customer issues as quickly as possible. Showing empathy for the customer's situation and listening with the intent to understand the situation clearly Helping and advising other team members, with knowledge of tickets, best practices around customer service and troubleshooting and knowledge base articles Building a rounded knowledge of the product/service and considering a subject matter expertise

Required Skills & Qualifications

Excellent Communication - both verbal and written; support is conducted via web-based ticketing system and over web conferencing Excellent troubleshooting skills Experience of working on Linux, Unix & Windows Enterprise Server OS, with mixed skills around administration and troubleshooting Solid understanding of the technical fundamentals of the Internet - you should have a solid knowledge of protocols such as HTTP, SSL and IPv4/v6

Desired Skills

Working knowledge of Java, web containers (e.g. Tomcat, JBoss) and web servers (e.g. Apache, IIS) Experience of virtualisation in an enterprise environment Demonstrable collaboration and teamwork skills Ability to be a good listener; identifying key information in order to reproduce a customer’s problem remotely Cloud-based platform services - AWS, Azure, Google Cloud Platform DevOps deployments - Docker, Scripting, Kubernetes Networking infrastructure - Proxies, Load balancers, Firewalls Installing/tuning/code analysis of Java Java performance analysis - Heap maps/JMAP/GC Directory - LDAP, AD Databases – SQL Programming languages - JavaScript, Groovy