Senior Technical Support Engineer

Description

Senior Technical Support Engineer

This is a fantastic opportunity for an senior level customerfacing Technical Support Engineer to join our team in Cambridge. Youll be helping make our customers successful by providing highquality efficient support for our virtualizationbased 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. Youll work well within a team but will be able to work through hard problems independently and have a selfmotivated enthusiasm for continuous learning.

What youll 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 healthcheck customer cloud environments

• Provision and deprovision customer cloud environments

• Assess analyse and make technical recommendations to improve customer supported cloud platforms

• Schedule manage and deploy configuration changes/endpoint updates to our customer cloud environments

• Through effective communication ensure customers are well informed

• Where appropriate perform customer followups 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 customerfacing support of presales prospects customers and partners.

• Serving as a HP subject matter expert educating customers on best practices.

• Communicating with customers and stake holders via email 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

• Bachelors 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.

• Detailoriented diligent and with the ability to multitask 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!

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About you:

Youre out to reimagine and reinvent whats possible in your career as well as the world around you. So are we. We love taking on tough challenges disrupting the status quo and creating whats next. Were in search of talented people who are inspired by big challenges driven to learn and grow and dedicated to making a meaningful difference.

About HP Wolf Security

The primary focus of the HP Wolf Security teamis developing cyber security solutions to protect our customersdevices and data. The digital threat landscape is everchanging and as the cyber security industry reacts and adapts to changes so too do the malware unique microvirtualization technology ensures that customers are protected from even the most bleeding edge cyber security threats. That microvirtualization technology forms a key pillar in a wider cyber security suite that were actively developing.

To see what our engineering teams are working on check out our technical blogs: history:

Inspired by the isolation principles of traditional virtualization our team known then as Bromium created a gamechanging technology called microvirtualization to protect end users against advanced malware. Every task the user performs such as opening a document or clicking on a link is isolated in its own microVM with access to just the resources required for that task and existing just for the life of the task. Protection is thus provided through isolation without relying on detection hence reliably defending the user from polymorphic and even zeroday malware.

Bromium was acquired by HP Inc on 19 September 2019 forming HP Wolf Security.

For more information visit our website: