About the Role

Technical Support Engineer – UK

Remote UK

Responsibilities:

Act as an escalation point for the Technical Support and Technical Account Management team
Analyze and troubleshoot incidents with a one-touch resolution mindset
Interpret customer questions on product usage and provide detailed and timely answers

Write detailed and thorough escalation notes for sending tickets to senior engineering teams
Perform routine follow-ups and ticket management via email and the case management system
Write and maintain the internal and external knowledge bases
Communicate with customers and internal parties about existing tickets and identify common patterns

Must have all of these:

Must have experience talking to customers in a business-to-business role
- Confident in the ability to discuss and troubleshoot issues via email and Zoom calls
- High level of professional resilience to work in a pressurised environment
- Ability to communicate complex technical subjects to external and internal parties
Experience with heavy software troubleshooting
- Provide a troubleshooting mindset, a customer-focused approach, and a strong sense of ownership over results
- Must be able to have fun in tough situations while working closely with an international Technical Support organization

Must have half of these:

Industry experience in a Technical Support role within software and/or technology.

Experience with and knowledge of networking topologies, routing between subnets TCP/IP protocols, validating firewall rules, and investigating proxy connectivity.
- Must be able to use system-level tools to check network connectivity and troubleshoot network-level issues (such as validating open ports)
Experience with RESTful APIs, their usage, and how they are leveraged in corporate environments

Strong written communication skills
- Experience and ability to write internal and external knowledge-base articles
- Comfortable with writing how-to’s, troubleshooting guides, and other documents
Professional enterprise experience with Linux.
- Must be able to proficiently navigate and perform basic tasks within a Linux Shell
Ability to read and interpret application logs and apply the interpretation to tickets
- Understanding how to extract useful information from various data sets and error logs

Capable of coordinating multiple tickets and prioritizing those tickets based on business requirements

Advantages:

Culture is important to us; we are seeking a diligent candidate who also enjoys teamwork and camaraderie.
Experience reading or writing code.
- Strong preference for Python.

Ability to build cURL commands and use them as a troubleshooting tool
Experience with TLS and Certificate troubleshooting
Basic understanding of and experience with SAML
Experience with database platforms and ability to troubleshoot reading from databases
Experience handling technical escalations within your team and to external teams