Expires soon gemalto

Senior Technical Support Engineer

  • Camberley (Surrey)
  • Design / Civil engineering / Industrial engineering

Job description

Summary:

Provides technical support to customers, answering more complex questions on function and usage of product via phone and/or Internet/Support Portal to Global customers. Serves as primary support liaison between company and customer. Conveys customer feedback to product development staff. Possesses thorough knowledge of company's products used by customers. Responsible for resource planning and allocation, managing customer expectations and project deliverables, and providing cross-functional escalation and communication.

· Diagnosis of customer issues using knowledge of SafeNet/Gemalto products, and interpreting logs and error messages as well as interrogation of customer environment (i.e. isolating failures to be inside or outside of the product). Environments can be highly complex and require a high degree of technical expertise on the part of the engineer.
· On-site problem diagnosis and troubleshooting at customer premises for critical and/or complex issues as required.
· Recommends solutions and workarounds to known problems and advises the customer on how to apply the solution or workaround.
· Ability to reproduce unknown customer issues and to demonstrate these to the R&D team.
· Identify and document issues consistently and clearly using group tools.
· Perform sanity tests of hotfixes and patches to minimize risk of unexpected issues and ensure that the fix resolves the customer problem.
· Acts as an incident program manager for issues that require help from other groups such as R&D, Product Management, Order Fulfillment, professional services, presales etc. This includes communicating with the customer according to documented communication periodicity SLAs.
· Familiarizes with new product releases including new features and how to troubleshoot problems with those features.
· Provides work assistance to lower level support engineers or engineers less skilled in a particular product
· Support customers on technical Level-2 and Level-3 product issues.
· Ensuring overall customer satisfaction throughout ownership of support case.
· Creation of knowledge base articles detailing new problem resolution in real-time (i.e. immediately after product resolution) so that future incidents of the problem can be solved more efficiently.
· Improve existing knowledge base
· Periodic 24x7 on-call support duties
· Independently manage time and prioritize tasks to achieve results within cost and schedule constraints.
· Any other duties as required by department manager/director.

Scope of Responsibility:

Must be a team player. Working for a global organization. We work within a tiered support structure (1 st , 2 nd , 3 rd line), and the successful candidate will be part of the 2 nd line team. We adhere to an escalation process where we must always keep the customer updated in order to resolve their technical issues in the most efficient and effective manner.

We use a global database to record customer communication therefore good discipline and organizational skills are essential.

Desired profile

Qualifications :

Qualification Requirements:

Education:
Degree in Computer Science or IT related activity or equivalent
CCNA, MCSE, CISSP or security related certifications would be plus

Skills
·  Excellent communication skills, both written and verbal
·  Excellent organizational skills
·  Strong working knowledge in both Unix/Linux and Windows.
·  Familiarity with virtual environments (VMWare or equivalent)
·  Ability to work in a fast-paced environment with changing priorities is essential.
·  Ability to learn and integrate new technologies in a fast-paced environment.
·  Computer networking knowledge is required
·  Excellent collaborative and interpersonal skills at all levels are essential.
·  Should possess Technical support bent of mind
·  Enthusiasm to learn new technologies and to face new challenges

Experience:
2 - 3 years industry experience working in a customer support role, providing technical application support, in-depth trouble-shooting and diagnostics, and development in the area of either network security products and/or application support (Enterprise TS)

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