Technical Support Engineer

Expert Executive Recruiters
London (South)
From £60,000 to £80,000 per annum
27 Sep 2016
20 Oct 2016
Contract Type
Our client helps organizations understand and optimize the entire digital lifecycle of their customers and online visitors. Leveraging big data, they provide solutions around online behavioral analytics, customer support optimization and regulatory compliance. They are currently seeking a Technical Solution Engineer to support the sales process and the product delivery from initial demo stage to customer support and success manager. This position is part of the company’s global Customer Success Group that provides a 24/7 support service. We are looking for an ambitious, flexible candidate with drive and passion for customer support for this challenging role. Responsibilities: Providing ongoing phone/email service support on a 24/7 basis as part of the Global Customer Support team Ability to participate in shift work (to receive calls and provide support service to customer over the weekend and outside office hours) Providing answers to clients by identifying problems; researching answers Delivering technical trainings, product demonstration & workshops Improving system performance by identifying problems; recommending changes Monitoring compliance with service agreements (SLA) Providing feedbacks and insights to the business and R&D teams Skills & Experience: Bachelor's degree, or equivalent, in related discipline - Computer Science or Engineering degree preferred A minimum of 3 years experience in a Technical Support function (B2B) Understanding of network protocols (HTTP/S, TCP) and experience diagnosing connection-related issues (eg Wireshark) . Experience with enterprise software deployment, implementation and support on Windows and Linux environment, (Linux admin is preferred). Previous experience working in product support teams and sales processes including product demonstration and training. Experience with web analytics and monitoring tools is preferred. Principle knowledge of website construction and infrastructure, including HTML, JavaScript and understanding of OS and browser distinctions. Outstanding customer service skills and a passion for customer service Passionate commitment to quality and success. Excellent verbal and written communication skills Ability to work independently and in a team Strong troubleshooting and problem solving skills Building Customer/Partner relationships Team player, good interpersonal skills Ability to manage multiple competing priorities, and work effectively under the pressure of time constraints in a fast-paced, collaborative environment Willingness to travel occasionally This job was originally posted as