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For Companies At a Glance
- Tasks: Help customers with technical issues and provide top-notch support for cloud solutions.
- Company: Join a leading tech company in Cambridge, known for innovation and customer satisfaction.
- Benefits: Enjoy flexible working options, continuous learning opportunities, and a supportive team culture.
- Why this job: Be part of a dynamic team that values problem-solving and customer success in the tech industry.
- Qualifications: Must have strong customer service skills and experience in cloud environments or SaaS services.
- Other info: Ideal for tech enthusiasts eager to grow in a fast-paced environment.
The predicted salary is between 36000 - 60000 £ per year.
This is a fantastic opportunity for a senior level customer-facing Technical Support Engineer to join our team in Cambridge. You’ll be helping make our customers successful by providing high-quality, efficient support for our virtualization-based security solutions and cloud customers. The Senior Technical Support Engineer interacts with our customers and takes ownership of technical issues through to resolution, using a variety of tools, resources, and expertise. Our ideal candidate will have a passion for customer satisfaction and excellent technical and time management skills. You’ll work well within a team but will be able to work through hard problems independently and have a self-motivated enthusiasm for continuous learning.
What you’ll be doing as a Senior Technical Support Engineer:
- Fulfil incoming incidents, requests, and escalations, assisting customers and stakeholders in a courteous and professional manner
- Perform technical problem diagnosis and resolution
- Schedule, manage and deploy configuration changes/endpoint updates to our customer cloud environments
- Schedule, manage and health-check customer cloud environments
- Provision and deprovision customer cloud environments
- Assess, analyse and make technical recommendations to improve customer supported cloud platforms
- Through effective communication, ensure customers are well informed
- Where appropriate, perform customer follow-ups to gather further information to drive issues through to resolution
- Follow support and business processes accurately with attention to detail
- Proactively look for opportunities to improve the efficiency and quality of our services
- Responsibility for customer-facing support of pre-sales prospects, customers and partners
- Serving as a HP subject matter expert, educating customers on best practices
- Communicating with customers and stakeholders via e-mail, ticket systems and remote conference calls
Requirements for the Senior Technical Support Engineer:
- Exceptional customer service skills, particularly the ability to empathise and follow through tasks to ensure customer satisfaction
- Excellent organisation to ensure that many concurrent incidents are all being taken care of in a timely manner
- Direct work experience in a similar environment (ideally supporting external clients)
- Experience with managing and supporting customers in a cloud environment or SaaS style service
- Prior experience troubleshooting and maintaining Windows Operating environments
- Knowledge of enterprise endpoint deployment tools
- Solid understanding of networks and networking protocols
- Solid understanding of virtualization products and concepts
A great Senior Technical Support Engineer will have:
- Bachelor’s degree in Computer Science/Engineering or related technical degree or equivalent
- Experience deploying, configuring and/or supporting endpoint security products
The important criteria for joining our Technical Support team are:
- Good analytical skills, demonstrating the ability to break down complex problems and a desire to get to the bottom of things
- Rich technical skills and passionate about new technology and the tech industry
- Detail-oriented, diligent and with the ability to multi-task and follow through on multiple cases
- Confidence to operate in a customer facing role, with excellent communication skills
- Ability to work with minimal direction, pick up new concepts and technologies quickly are highly desirable
If you are convinced that you are a perfect match then apply now and join our HP family!
Senior Technical Support Engineer employer: Hpwolf
Contact Detail:
Hpwolf Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Senior Technical Support Engineer
✨Tip Number 1
Familiarise yourself with our virtualization-based security solutions and cloud services. Understanding the specific technologies we use will not only help you in interviews but also demonstrate your genuine interest in the role.
✨Tip Number 2
Brush up on your customer service skills, especially in technical environments. Be prepared to share examples of how you've successfully resolved customer issues in the past, as this will highlight your ability to empathise and follow through.
✨Tip Number 3
Showcase your problem-solving abilities by preparing for scenario-based questions. Think of complex technical issues you've resolved and be ready to discuss your thought process and the steps you took to reach a solution.
✨Tip Number 4
Network with current or former employees if possible. They can provide insights into the company culture and expectations, which can be invaluable during your interview process.
We think you need these skills to ace Senior Technical Support Engineer
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in technical support, particularly in cloud environments and virtualization. Use specific examples that demonstrate your problem-solving skills and customer service excellence.
Craft a Compelling Cover Letter: In your cover letter, express your passion for customer satisfaction and your enthusiasm for technology. Mention how your skills align with the job requirements, especially your experience with endpoint security products and networking protocols.
Showcase Technical Skills: Clearly outline your technical skills related to the role, such as troubleshooting Windows environments and using enterprise endpoint deployment tools. Provide examples of how you've successfully resolved technical issues in previous roles.
Highlight Soft Skills: Emphasise your communication and organisational skills in your application. Mention any experiences where you effectively managed multiple incidents or communicated complex technical information to customers in an understandable way.
How to prepare for a job interview at Hpwolf
✨Showcase Your Technical Expertise
Be prepared to discuss your technical skills in detail, especially around virtualization products and cloud environments. Highlight any relevant experience you have with troubleshooting Windows Operating systems and endpoint security products.
✨Demonstrate Customer-Centric Attitude
Since the role is customer-facing, emphasise your exceptional customer service skills. Share examples of how you've successfully resolved customer issues in the past and how you ensure customer satisfaction.
✨Prepare for Problem-Solving Scenarios
Expect to be presented with hypothetical technical problems during the interview. Practice articulating your thought process on how you would diagnose and resolve these issues, showcasing your analytical skills.
✨Emphasise Continuous Learning
Express your enthusiasm for continuous learning and staying updated with new technologies. Discuss any recent courses or certifications you've completed that are relevant to the role, demonstrating your commitment to professional growth.
