Support Engineer

Title: Support Engineer Tier III

Location: London

Reporting To Support Manager EMEA

Salary – up to £45,600base with 15% bonus

Summary of Position
The successful candidate will have experience of working in a highly technical customer support environment, will have excellent customer interaction skills and top notch technical and troubleshooting experience. This individual will have acted as a technical escalation point for other technical support engineers.
Primary Responsibilities and Functions
Positively represent the company and develop goodwill in all customer interactions
Respond to support requests over phone, e-mail, web, and chat
Prioritize support tickets and exercise individual judgment based on issue severity
Professionally handle cases for sensitive or at-risk accounts
Manage the ticket escalation process and work closely with engineering team in reporting and tracking software bug resolution
Use effective analytical techniques to efficiently resolve complex support incidents in the field
Actively contribute to Company’s Knowledge Base
Write and maintain product documentation/FAQ’s/support materials
Other duties as assigned Leadership Principles
Focus on Customers
Competencies (Soft and Technical Skills)
Customer Focus
Personally demonstrates that external (or internal) customers are a high priority. Identifies customer needs and expectations and responds to them in a timely and effective manner. Anticipates and prevents delays or other things that can adversely affect the customer. Keeps customers informed about the status of pending actions and inquires about customer satisfaction with products or services. This is in sharp contrast to behaviour patterns that tend to disappoint customers, leave them feeling forgotten and unimportant or that otherwise result in unmet needs or expectations.
Product Knowledge
Has a good understanding of product line features and benefits and uses that knowledge to optimize sales with each customer. Understands the product market and uses this knowledge to increase personal credibility and product sales. Keeps abreast of competitors’ activities and typically responds quickly to what the competition is doing. This is in contrast to missing opportunities due to a limited knowledge of features and benefits across the product line, a lack of understanding of the market, and/or a lack of attention to what competitors are doing.
Communication
Communicates effectively and appropriately. Uses good judgment as to what to communicate to whom as well as the best way to get that accomplished. Speaks in a clear and credible manner, selecting the right tone for the situation and audience. Listens to others and allows them to make their point. This is quite different than those who tend to select the wrong means of communicating, or who communicate information to inappropriate people. It also contrasts with those whose messages are not clear or lack credibility, as well as those who demonstrate poor listening skills and are unreceptive to feedback.

The Company has customers in many countries and is expanding rapidly – the ability to speak another language would be a great addition to your communication skillset.
Handling Difficult Issues
Handles sensitive or difficult issues with grace and confidence. Remains clear-headed and focused and inspires others to do the same. Remains objective in the face of strong emotions. Can acknowledge strong emotions without being unduly influenced by their intensity. This is in contrast to individuals who struggle to stay calm when others are highly emotional, retreat from difficult situations when time is of the essence, are unable to influence others to behave with some level of objectivity, and/or ignore emotions to an extent that stakeholders do not feel heard or respected.
Encouraging Customer Focus
Consistently conveys that customers are the highest priority. Respects customer needs and expectations and lets customers know if their expectations cannot be met. Refrains from complaining about (or speaking negatively about) customer behaviour or expectations. Communicates in a manner that promotes and sustains customer satisfaction and encourages others to do the same. Achieves these outcomes by ensuring that customer needs and deadlines are realistic and that they are met. Publicly recognizes those who deliver excellent customer service. This is markedly different than those who speak unkindly about customers, fail to inform customers about any unrealistic expectations, complain about customer expectations, and fail to recognize or reward those who think and behave otherwise.
Expert troubleshooting and problem solving skills Great teamwork and collaboration skills
Excellent verbal and written communication skills
Ability to excel in a fast-paced environment, embrace change, and show good judgment Extensive Windows/Mac OS/browser troubleshooting knowledge and hardware troubleshooting knowledge
Strong knowledge of web and video applications and tools
Advanced knowledge of Windows server 2008/2012, IIS, Windows Media Services, and Microsoft SQL 2008/2016
Understanding of networking protocols and services,
Ability to diagnose Windows /.Net-based web applications
Working knowledge of how to use perfmon, Fiddler, Wireshark, and similar diagnostic tools
Multilingual a plus, German / French / Spanish ideal Education
Degree/Diploma Obtained Program of Study Required
Four-Year Degree Computer Science Required
Type of Experience Years of Experience Required -Computers – Software
7+ Required
Internet/Internet Technologies – Online Information Services
7+ Required
Comm./Telecom./Networking – Audio/Video Equipment
Software coding/testing experience, including software integrations, SQL Server administration and coding, Windows server administration, and Windows IIS-based website administration
Video production and editing experience
Track record of successfully managing technical-client relationships