Associate Support Engineer

As an Associate Support Engineer, you will be working in a customer-facing capacity, helping to ensure they have a seamless experience using our products and navigating any issues that arise. Additionally, you will help the resolution of any problems that may arise, working cross-functionally internally to quickly come up with the most efficient solution to ensure customers have a continuous operation of our products.

Main Responsibilities:

• Typically requires a Bachelor’s degree and a minimum of 2 years of related experience; or equivalent work experience
• Interacting with customers, responding in a professional and efficient manner, helping them identify and resolve technical issues. Showing a respect for all customers and team members at all times
• Meeting or exceeding customer expectations on response quality, timeliness and overall customer experience
• Taking end-to-end ownership of assigned customer issues, including initial troubleshooting, identification of root cause and issue resolution. Learning dedication, patience and commitment to seeing problems through to resolution
• Communicating with customers and partners via the online support tool, and via audio and video calls and screen-sharing sessions
• Collaborating with Support, Engineering, SREs, Product Management and Customer Success teams. Showing a respect for all team members and customers at all times
• Reproducing customer problems internally, to enable the development and testing of a resolution
• Collecting information and documenting bugs with Engineering for product/service issues that are impacting customers
• Providing feedback to the training and documentation teams so that common or emerging issues can be addressed before they become serious or widespread
• Ensuring best practices are followed and processes are adhered to, especially with regard to ISO27001/9001 compliance, security incidents and data breaches
• Learning how to prioritise tasks/workload with self-discipline and good timekeeping
• Adopting an 'always-learning' mentality, with a humble attitude about knowledge limitations, and the ability to learn from experience and informal/formal instruction
• Participating in the weekend queue manager/on-call rosters and scheduled public holiday coverage
• Clearly communicating with all stakeholders - customers, team members, other departments, management
• Shadowing escalation calls, when required, to brief stakeholder management on support cases, and assist in the creation of action plans aiming to solve customer issues as quickly as possible

Required Skills & Qualifications

• B.S. degree in an Engineering, Technology or Science Discipline, or equivalent experience in a technical application support, developer or QA role.
• Excellent Communication - both verbal and written; support is conducted via a ticketing system and phone.
• Excellent troubleshooting skills.
• Solid understanding of the technical fundamentals of the Internet. You should have a solid knowledge of protocols such as HTTP, SSL and IPv4.
• Considerable experience of working on Linux, Unix, Windows Enterprise Server OS, with mixed skills around administration and troubleshooting.
• Working knowledge of Java, web containers (e.g. Tomcat, JBoss) and web servers (e.g. Apache, IIS).
• Experience of virtualisation in an enterprise environment.
• Demonstrated strong collaboration and teamwork skills.
• The ability to be a good listener and to be able to identify the key customer information to identify and reproduce the customer’s problem remotely.

Preferred: 

• Cloud-based platform services - AWS, Azure, Google Cloud Platform
• DevOps deployments - Docker, Scripting, Kubernetes
• Networking infrastructure - Proxies, Load balancers, Firewalls, Wireshark
• Installing/tuning/code analysis of Java
• Java performance analysis - Heatmaps/jmap/GC
• Directory - LDAP, AD
• Databases - SQL
• Programming languages - Javascript, Groovy