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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 HP, a leader in virtualization-based security solutions, based in Cambridge.
- Benefits: Enjoy a collaborative work environment with opportunities for continuous learning and growth.
- Why this job: Be part of a team that values customer satisfaction and innovative technology.
- Qualifications: Bachelor’s degree in Computer Science or related field; experience in cloud environments preferred.
- Other info: Ideal for tech enthusiasts who thrive in customer-facing roles and love solving complex problems.
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!
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 during the interview but also demonstrate your genuine interest in the role.
✨Tip Number 2
Brush up on your customer service skills, especially in a technical context. 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 on tasks.
✨Tip Number 3
Showcase your problem-solving abilities by preparing for scenario-based questions. Think of complex technical issues you've faced and how you approached them, as this will illustrate your analytical skills and determination to find solutions.
✨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 when tailoring your approach during the 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: Write a cover letter that showcases your passion for customer satisfaction and your technical expertise. Mention how your skills align with the responsibilities listed in the job description, such as managing incidents and providing effective communication.
Highlight Relevant Skills: In your application, emphasise your analytical skills and experience with Windows Operating environments, endpoint security products, and networking protocols. These are crucial for the role and should be clearly stated.
Show Enthusiasm for Continuous Learning: Demonstrate your self-motivated enthusiasm for learning new technologies. Mention any recent courses or certifications you have completed that relate to the tech industry or cloud services.
How to prepare for a job interview at Hpwolf
✨Showcase Your Technical Expertise
Be prepared to discuss your experience with virtualization products, cloud environments, and endpoint security. Highlight specific examples where you've successfully resolved technical issues, as this will demonstrate your capability to handle the responsibilities of the role.
✨Emphasise Customer Service Skills
Since the role is customer-facing, it's crucial to convey your passion for customer satisfaction. Share anecdotes that illustrate your ability to empathise with customers and follow through on tasks to ensure their needs are met.
✨Demonstrate Problem-Solving Abilities
Prepare to discuss how you approach complex problems. Use the STAR method (Situation, Task, Action, Result) to structure your answers, showcasing your analytical skills and how you break down issues to find effective solutions.
✨Ask Insightful Questions
At the end of the interview, ask questions that show your interest in the company and the role. Inquire about the team dynamics, ongoing projects, or opportunities for professional development, which will reflect your enthusiasm for continuous learning.
