Technical Support Engineer- Belfast – Hybrid – 6 Month Contract
As the Technical Support Engineer, your role will be customer facing, you will work with strategic customers supporting implementation and onboarding projects.
About You:
You will be an experienced Technical Support professional, with strong customer facing skills. Your experience and skills will also include;
- Proven 2nd and 3rd Line IT Support experience
- Ability to communicate effectively with Development, Quality Assurance, Security, and Sr. Management teams to resolve technical issues;
- Experience working with Cloud, Security or Network related products
- Knowledge of enterprise applications and Web Application Security
- Prior experience with Linux and other UNIX operating systems would be beneficial
- Demonstrated aptitude for mastering new software applications.
- Knowledge of a scripting language such as Perl, Python, Shell
- Demonstratable experience in working with Internet Security and Networking Technologies such as TCP/IP, HTTP, Load balancers, Proxies and Firewalls as well as experience with Relational Databases (MSSQL, Oracle, MySQL or DB2).
About Your Role:
As the Technical Support Engineer, your role will include;
- Supporting the cloud and on-premise security product deployments for assigned accounts.
- Act as a primary, single point-of-contact for assigned accounts.
- Keep customer teams up to date via ongoing status about onboarding, configuration, and tuning efforts, cases, feature requests (RFEs) and current news from the field on the latest security trends and developments as well as product release notes.
- Perform quarterly systems health checks and service reviews.
- Become a champion by accelerating case closures or increasing visibility on pain points with their deployments. Work with customers, partners, customer account teams and other internal teams to reach timely resolutions.
- Create and deepen customer relationships by performing on-site customer.
- Analyse customer data such as case trends, traffic, alert and attack information to make solid recommendations for improving systems health and overall security posture.
- Assessing the customer’s technical environment and requirements while managing expectations