Technical Support Engineer

THE ROLE We are seeking an intelligent, highly motivated Technical Support Engineer with excellent troubleshooting and communication skills to join our support team. The ideal candidate is a proficient problem solver, self-directed and passionate in providing exceptional customer service. This is a terrific opportunity to join a successful company, in a role supporting our international client base and offers exposure to a variety of different technologies. RESPONSIBILITIES Logging and answering both technical and functional queries for international partners and customers Analysing and resolving application problems in complex, multi-tier customer deployments, often with no direct access to the affected system Participate in rota providing office cover from 8:00am to 10:30pm, Monday to Friday and out of hours on-call cover 24x7x365 Identifying and reporting defects in our application code, and managing fixes through Development Documenting solutions to grow our knowledge base Making recommendations on areas of process improvement Suggesting and adopting ways to improve the overall customer experience Providing internal feedback on our products from a customer and technical perspectiveKEY SKILLS AND EXPERIENCE BSc in Computer Science or equivalent relevant technical qualification, or professional work experience in a support function, ideally externally within a software company Experience of using case management tools Experience of using Virtual Machines Experience of multi-tier application support in a Microsoft environment, including: IIS TCP/IP MS SQL and MS SQL Server Azure Active Directory/LDAP COM/DCOM PKI Exceptional analytical and troubleshooting skills Strong written and verbal communication skills Able to multi-task and prioritise effectively Experience of some the following would be advantageous: Entra Certificate Authorities Smartcards and Middleware Firewalls Scripting languages and/or Development Mobile app support and technologies Salesforce administration desirableGENERAL REQUIREMENTS Must be customer facing and enjoy working with partners and customers You will possess strong communication skills Able to work effectively alone and with others within own and wider teams to achieve successful resolution of customer's issues in a timely manner Driven and pro-active, with a can-do attitude Self-motivated, working with a minimum of supervision Willing and able to undertake rare international travel, if required, in carrying out Support duties Eligible to obtain UK security clearanceThe salary is £35,000 to £40,000 plus benefits and offers hybrid working of 2x days per week on-site in Rugby