About the Role Vectra is looking for a Technical Customer Support Engineer, who works alongside their colleagues in a hybrid model from the Dublin office. This role is vital to ensure the customer experience remains positive throughout the lifecycle of their support interactions. We're searching for someone who is capable in their field, eager to learn and develop within their role, and loves to collaborate and share their knowledge with the team. If you enjoy being the go-to person for customers and your colleagues alike, this position is waiting for you!
At a Glance Working on a customer-facing support queueDeep diagnosis of customer issues, including lab reproduction and source-code analysisQuantifying customer impact and prioritising solutions both within and external to the Support teamEngaging with both customers and the Sales organisation through email, telephone and remote management sessionsEngaging with Engineering teams to provide prompt and high-quality workarounds and solutionsIdentifying, qualifying and documenting product, hardware, software and process improvementsDeveloping Support processes, tools and documentation to further grow the Support organisationDeveloping customer-facing content (e.g. knowledge-base, how-to guides)Rotational on-call/out-of-hours supportCollaborate with your colleagues on investigations and critical customer issuesBeing the embodiment of a great teammate; multi-functional teamwork and communication is vitalWhat Will Impress Us Proven experience solving in Linux-based systems, their management, operation and application stacksUnderstanding of TCP/IP network protocols including packet capture analysisExperience working in a technical support or escalation engineer roleExperience in diagnosis and resolution of complex customer issuesUnderstanding of current security technologies and risksProven understanding of SQL and non-SQL databasesWork as part of a geographically dispersed global Support teamInitiative to proactively identify new issues and drive their resolutionSome exposure to virtual and cloud environmentsSupport of cloud/SaaS ApplicationsVerbal and written business-fluency in EnglishScripting/programming experience especially in Python and the bash shellDesign and understanding of enterprise and data-center networksSounds like this could be a match? We are looking forward to receiving your application!
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