Customer-Facing Technical Specialist

2 weeks ago

Cork, Cork, Ireland beBeeProduct Full time €60,000 - €80,000

We are the leader in human-centric cybersecurity, protecting organizations from vulnerabilities in people. With an integrated suite of cloud-based solutions, we help companies stop targeted threats, safeguard their data, and make their users more resilient against cyber-attacks.

The Role

As a skilled Product Support Engineer, you will assist our customers with all technical issues around our products on the Insider Threat Management (ITM) Platform. This is a customer-facing role, requiring you to respond to customer tickets and assist via phone, email, and chat, resolving technical support issues.

You should have in-depth knowledge of IT systems, cloud platforms (AWS/Azure), excellent communication skills, and the ability to work independently and as a team player.

Responsibilities:

  • Responding to technical support tickets and providing remote support to customers
  • Working with customers to find, diagnose, and resolve technical issues within specific response guidelines
  • Managing product escalations and liaising between customers and various levels of tiered support
  • Installing/upgrading software related to this product area
  • Diagnosing and troubleshooting ticket issues related to software, networking, and hardware
  • Documenting work in the ticketing system (Salesforce experience preferred)

Requirements for the role:

  • Previous work experience as a Technical Support Engineer or Escalation Support Engineer
  • Previous work experience with at least one major cloud platform (AWS/Azure)
  • Knowledge of hardware and networking systems
  • Knowledge of operating systems, web services, read XML/JSON files, and APIs
  • Ability to troubleshoot complex software and hardware issues
  • Excellent communication skills (verbal and writing)
  • Fast thinker
  • Technical diagnostic skills
  • Good people skills
  • Experience with at least one from each of the following categories: virtualization, networking, storage, OS's, WEB, SQL
  • Bachelor's degree in computer science or information technology
  • Expert in Mac and Windows

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