Job offer

Job Purpose

We are currently recruiting for a number of German Technical Support Engineers for our Client, a worldwide leader in next-generation cybersecurity,

Working as part of our Network Support Group, you must be capable of delivering technical support to both our partners and global customer base on our Next-Gen Firewalls and other associated network products. You will work as part of a pod of engineers and aim to deliver a great support experience to our customers and partners. You will use primarily Phone and Email to support our customer set ensuring to adhere to our support best practices and the Service Level Objectives in our support agreements. As well as working within the pod you will liaise with other parts of Technical Support and cross-functional teams on a day-to-day basis.

Main Duties

· Collaboration: An ability to work collaboratively with customers, partners, and colleagues to drive the best solution for the customer.

· Technical Curiosity: A demonstrable knowledge of Computer Networking and a desire to keep building on that knowledge and share it with others

· Customer Obsession: Place our customers front and center in every decision and action carried out in the role

· Initiative: Voluntarily take the steps needed to identify and address existing and potential obstacles, issues, and opportunities

Key Responsibilities

· Work as part of a pod of engineers who are responsible for resolving customers’ product issues via phone, email, and chat

· Build a strong and demonstrable knowledge of our products

· Solve problems and deliver a top-quality support experience to our customers which will, in turn, drive customer loyalty and advocacy

· Collaborate with the next tier of Support and other departments within the company

· Perform technical training and presentations of software and processes to other staff.

· Mentor and share information with colleagues to increase the knowledge in the team

· Create online help content to document helpful solutions for customers & colleagues

· Actively contribute to the development of new or changed processes and procedures

Experience required:

· Experience of supporting customers via phone & email within an IT environment

· Know how to frame and understand a customer issue and troubleshoot it through to resolution

· Demonstrable knowledge of fundamentals of networking and systems principles including DNS, DHCP, VLANs, Subnetting, Routing Protocols, Email, SSO, Client Security, and Antivirus

· Experience in troubleshooting protocols like HTTP, SMTP, FTP, SMB, DNS, and DHCP

· Troubleshooting using Wireshark or similar for packet captures

· Professional certifications from Cisco, Microsoft, etc not essential but desirable

· Demonstrated self-starter who can adapt quickly between roles, duties and tasks

· Excellent verbal and written communication skills, inspiring confidence while leading customers through the steps to resolve issues

· Knowledge of Virtualization, Linux and Windows systems advantageous

Apply now