Senior Escalation Engineer

4 weeks ago

Dublin, Dublin City, Ireland O'Farrell Recruitment Full time

We are currently looking for a Senior Escalation Engineer for our client, a leading multinational software company in Dublin.Resolve escalated customer issues and maintain ownership until the problem is resolved with minimal oversight from management.Is able to self-prioritize work items based on customer requirements and minimal guidance.Act as a resource for less senior members of the team as needed, to troubleshoot and resolve specific customer issues.Act as an effective technical interface between the customer and 3rd Level Engineering / Product Development teams - by providing clear issue documentation and by leveraging cross-functional working relationships in their area of expertiseProvides problem report prioritization for the Engineering team.Write & review complex technical articles and case studies for the knowledge base, leveraging the customer reported cases, product specifications, and previous experience.Participate in training new team members.Possesses good problem solving and analytical skills.Strong written and verbal communication skills, to be able to communicate with senior managementUnderstands the operating system resource management and builds OS level and/or network debugging skills in position.Builds code or script literacy while in position with the goal to have the ability to read and understand existing code and/or scripts.Must possess a Bachelor of Science in Computer Science or equivalent experience.Must have 3 to 5 years of experience in a technical customer support environment or field experience, working in enterprise level environments.A successful candidate will have experience in the following areas:Windows Server, including Windows 2008, and MS ExchangeClear understanding of DNS and how it worksFirewall/DMZ configurationLDAP/Active Directory & ActiveSyncExperience in the following areas is highly desirable:Smartphone and tablet devices like Apple iOS, Android, Windows PhoneSoftware based on Apache Tomcat or Windows IISMySQL, Postgres or SQLServerCloud-based SaaS productsFunctional Area:The Perks: Competitive compensation and a comprehensive benefits package.The company offers a continuum between work and life by allowing people to work whenever, wherever, and however they choose.You'll enjoy a workstyle within an incredible culture.
You will be given all the tools you need to succeed so you can grow and develop within the companyApply nowPosition: Senior Escalation Engineer
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