Technical Support Senior Engineer providing support to distributors and end users in Comfort Chiller systems. Collaborating with teams for improved product performance and service solutions in the UK.
About the role
- Technical Support Engineer managing customer technical issues and providing RSA solutions. Assisting with identity and access management for RSA’s enterprise clients globally.
Responsibilities
- Acts as a remote customer advocate to champion specific customer needs in collaboration with field team
- Interfaces directly with customers at different stages of problem resolution process including understanding issues customers are facing, communicating plans for resolution, explaining developments, and conveying resolution
- Participates in and leads conference calls with customers
- Knows their audience and articulate accordingly
- Participates in eServices content creation (self-service) and maintenance such as Knowledgebase content, Support forums, etc.; regularly submits content to the knowledge database
- Validates technical information and issues early warning and disseminates information as needed
- Assesses when it is necessary to engage or escalate to more senior resources to resolve more complex issues
- Manages own schedule of cases, which includes determining priority levels and negotiating and setting expectations with customers
- Works toward becoming subject matter expert in a particular area or areas
- Applies systems analysis techniques and procedures to determine hardware or software systems functionality
- Contributes and develops knowledge-based articles; may perform senior or expert level tasks for assigned products and skills; prepares articles for other TSEs and/or customers regarding technical solutions
- Mentors and/or coaches less experienced TSEs
- Helps develop and participate in presentations and informal training for other TSEs
- Responsible for sharing all acquired knowledge concerning problem resolutions; leads efforts in facilitating problem re-creation and failure analysis systems level issues
- Contributes to centralized problem identification and resolution databases; may have senior level tasks similar to Engineering for assigned product and skills
Requirements
- 2+ years of relevant experience
- Excellent customer communication and handling skills
- Excellent interpersonal skills
- Excellent problem solving & logical thinking
- Ability to work under pressure
- Ability to work within a Team
- Flexibility in handling business needs
- Self-motivated and self-learner
- Ability to work on rotational shift basis
- Excellent knowledge of information and network security fundamentals
- SQL Language knowledge
- Active Directory Administration Fundamentals
- Hands-on knowledge of Linux, Network protocols and Web-based applications
- API or SDK troubleshooting and/or administration is a huge plus
- Storage Technologies troubleshooting and/or administration is a huge plus
- Hardware troubleshooting and/or administration is a huge plus
- CISSP, CEH, OSSP or similar security certification is a plus
Benefits
- 24x7x365 organization requiring shift work
- Flexible work arrangements
- Training and professional development opportunities
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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