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Senior Technical Support Specialist

2 weeks ago

Dublin, Dublin City, Ireland beBeeTechnical Full time €60,000 - €90,000

About This Role

We are seeking a highly skilled Technical Support Engineer to join our Dublin, Ireland team.

Responsibilities:

  • Dedicatedly seek to understand customer expectations.
  • Answer and resolve support cases across all severity levels.
  • Champion and track customer issues using our ticket tracking system.
  • Owning all customer-facing communications, ensuring the message is concise and professional.
  • Share and document knowledge via FAQ / KB articles, which can be internal or customer facing.
  • Develop junior support engineers through training, and coaching.
  • Champion customer issues internally, and represent externally.
  • Lead large multi-participant customer calls, including hot critical issues.

Requirements:

  • A minimum of five years of experience in customer-facing, technical support work.
  • Autority multiple technologies.
  • Proven ability to resolve customer problems, and issues utilizing appropriate internal and external resources.
  • Proven technical troubleshooting skills in a complex multi-platform-system-vendor environment.
  • Experience in supporting both hardware, and software products.
  • Ability to triage issues, and raise them to appropriate engineering groups as necessary.
  • Authoritative knowledge of technologies such as operating systems (Solaris, LINUX, Windows, VMware), LANs & WANs, and storage area networks.
  • Knowledge, and ability to fix Networking, Replication, Performance and Space issues.
  • Demonstration of domain expertise in one or more of the following: NFS, S3, SMB, LDAP, IPv6.
  • Willing and able to work in an open office, team environment.
  • Three or more years of experience in a Technical Support Environment.

What We Offer:

  • Opportunities for development and career growth.
  • An assortment of learning options available to all employees, including workshops on leadership, management, career development and more.
  • Vacation policy, free lunches, meditation rooms, free yoga classes and employee resource groups to encourage mind and body wellness.