Technical Support Engineer

You will be part of Technical Services – providing support for Environment support cases relating to our technology, which have been raised by our customers globally. You will be highly analytical and will be an excellent problem solver with the ability to discover 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 to deliver concise communication to our customers and resolution of their cases. 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 a thirst to learn and enjoys challenging their own thinking, A flexible approach in terms of embracing new working practices and times is essential.

• Ensure cases are accurately investigated and ensure the cause and the symptom of problems are identified and resolved.
• Analyzing and resolving complex product issues, using analytical or technical 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.
• Reporting issues and recommending process improvements to reduce/prevent incoming cases enabling our customers to focus

on “experience first”

• Capacity and performance management of environments
• Follow Case Handling Standards expected
• Follow & Use 5W2H Problem Solving Methodology
• Follow & Use 5WHY Root Cause Methodology
• Follow CRI Processes

Knowledge

1.  Level of knowledge of principles, concepts within speciality area and company business:

We look for people with the right cultural fit. That means being passionate and enthusiastic and having what it takes to drive our business forward. We also look for people who are keen to develop new knowledge and skills, because our growth is ultimately dependent on yours.

Problem Solving

1. Nature of problems solved and decisions made:

Essential:

1. • 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
   • Demonstrable team working experience – working on joint projects or technical problems.
   •  Strong programming and Linux skills, regardless of programming background. Willingness to learn KCML, our proprietary language. 

Desirable:

1. • Experience with using UNIX is a plus, as it can be valuable in handling certain technical aspects of the role
   • Basic to Intermediate Programming Code Reading Capability
   • BTECH or Master’s Degree in Engineering or Computer Science

1. Nature of influence on people, project, processes, strategy:
   • Good written and verbal English skills