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Senior Engineer, Technical Support

Primary Location: ,
Additional Location(s): United Kingdom

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Duties & responsibilities

  • Accepting escalated cases from TSEII & support manager           
  • Opening Jira(s)           
  • Testing new patches/versions           
  • Cascading the knowledge from the engineering/ATS
  • Flexible with shift rotation   
  • Initiating Technical huddles           
  • Performing case reviews for the team members locally
  • Participating the CE interaction calls    
  • Coaching TSEIIs
  • Leads On-Boarding plan for the new hires           

Skills & requirements

Interpersonal skills:

Spanish language skills essential for this role.

  • Strong customer orientation.     
  • Excellent time management and organizational skills.  
  • Ability to work under minimal supervision     
  • Strong team player 
  • Advanced Customer service skills  
  • Extended Customer facing experience              
  • Self-motivated
  • Presentation Skills for presenting RCAs and Training to Customers      
  • Ability to provide internal training sessions           
  • Proactive approach

Technical knowledge

  • RHCE Certified /Advanced Linux experience 
  • Experience in Security industry      
  • SAN/ISCSI Knowledge     
  • DevOps Knowledge     
  • Hands on Hardware       
  • SQL Scripting            
  • Good Command of IPTables    
  • EPL Knowledge           

Years of experience

5+ years of related work experience in Technical Support.

Job ID: R112213
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