Tech Support Engineer

Role Overview:

You will be part of Technical Services – providing Tier 3 support for technical and software support cases relating to our technology, which have been escalated by our Support Teams globally. You will be highly analytical and will be an excellent problem solver with the ability to undercover not only the problem but also the root cause. 

You will have excellent Technical/Application skills/in-depth Keyloop product knowledge and will be an outstanding communicator, working as part of a team and coaching our Tier 2 Support Analysts throughout Keyloop on case closure. 

You will utilize your skills to discover opportunities to reduce or prevent issues from happening and improve customer self-help. This is an excellent role for someone who has thirst to learn and enjoys challenging their own thinking. A flexible approach in terms of embracing new working practices and times is essential. 

Roles & Responsibility

• Mentoring Tier 2 Support Analysts to ensure calls are accurately investigated and ensuring the cause and the symptom of problems are identified and resolved. ·Analyzing and resolving complex product issues, using analytical, technical, or programming skills 

• ·Responding with empathy to customers, dealing with their needs, and acknowledging their operational pressures and deadlines 

• ·Developing your own skills whilst also guiding, advising, and coaching both colleagues and customers on issue and problem resolution 

• ·Documenting solutions and producing written guidance on resolution steps following the Knowledge Centric Service (KCS) process.  

• ·Leading the introduction of new Products into the support function and working closely with management to increase the technical level of skills and competence of colleagues. 

• ·Reporting issues and recommending process improvements to reduce/prevent incoming cases enabling our customers to focus on “experience first” 

• ·Perform initial troubleshooting for Platform services - including necessary roll back and restore to maintain the high platform availability. 

• ·Good architectural understanding of deployed services to provide early feedback to the engineering team (via Production Readiness checklist).  

• ·Create, maintain, and enhance monitoring, alerting, and debugging capabilities.  

• ·Collaborate with Engineering and your Technical Escalation team colleagues to implement performance improvements identified through tracking service latency figures, CPU utilization figures, etc. 

• ·Ensure effective communication is maintained with necessary stakeholders and support layers, detailing any changes to services or functionality and when these changes are scheduled. 

• ·Capacity and performance management of environments 

• ·Responsible for availability, latency, performance, efficiency, change management, monitoring, emergency response, and capacity planning of their service. 

• ·Deputizing in the absence of the Line Manager and Liaising with other Keyloop teams or departments to develop and to maintain high levels of customer service. 

• ·Excellent problem-solving skills 

• ·Ability to work across global teams and working with different cultures across time zones. 

• ·Highly analytical 

• ·Excellent written and verbal communication skills 

• ·A background in development or providing software support. 

• ·Demonstrable team working experience – working on joint projects or technical problems. 

Desirable

• Advanced level of programming skills in an object orientated language such as C++, Visual Basic, Java or .NET ·Experience with using UNIX is a plus, as it can be valuable in handling certain technical aspects of the role 

• CI/CD experience with Jenkins/Bamboo