EMEA Customer Support Engineer
EMEA Customer Support Engineer
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Job Description
About Protecht
We are a fast growth Governance Risk & Compliance (GRC) SaaS business. We provide worldclass enterprise risk management compliance training and advisory services to over 350 customers across various industry sectors through our offices across APAC USA & Europe.
Our Purpose
Through our people we enable smarter risk taking by our customers to drive their resilience and sustainable success.
We use our passion and thought leadership in risk management to build and develop the best products training and support to help customers on their risk management journey.
Why join us
At Protecht a positive and super friendly culture awaits you where learning is valued and supported. We empower our people through leadership training knowledgesharing and mentorship. Here are some of the perks of working with Protecht:
- A great opportunity to work within a dynamic team.
- A highly flexible culture our way of working lets people work across home and our offices.
- A strong commitment to your learning and development fortnightly dedicated L&D afternoons
- Reward & Recognition programs
- A strong focus on work / life balance with access to birthday leave bonus days and paid parental leave.
- Monthly social events
- Competitive remuneration and Annual Performance Bonus
- Generous Employee Referral program
Job Overview
This role requires a customerfocused mindset excellent problemsolving skills and a sound understanding of web technologies and databases. As a Customer Support Engineer at Protecht you will be working within a dynamic and responsible for providing exceptional technical support for our SaaS application to our valued customers. You will work closely with customers to ensure their issues are resolved efficiently and effectively.
Here are some of your key responsibilities:
- Provide prompt and professional technical support to customers via phone email and chat for escalated software application issues.
- Act as a liaison between customers and internal development teams to report product issues enhancements or bugs.
- Troubleshoot diagnose and resolve complex technical problems related to our SaaS application .
- Offer indepth assistance with SQL queries JavaScript issues and AWSbased environments
- Communicate technical concepts in a clear concise manner to customers with varying levels of technical expertise.
- Maintain a high level of customer satisfaction by providing timely solutions and proactive followups.
- Stay updated with the latest product features new releases and updates to provide accurate guidance to customers.
- Troubleshoot databaserelated issues including data retrieval data integrity and SQL query performance.
- Be part of a weekly oncall customer support roster.
- Document troubleshooting steps solutions and best practices in internal knowledge bases and customerfacing FAQs.
- Monitor recurring customer issues and report trends to the product and engineering teams to improve product quality and performance.
- Manage customer expectations regarding resolution times
- Use sound general tech knowledge i.e. web technologies databases SQL and Unix/Linux to dig into the problem
Youll be a great fit if you have:
- Tertiary qualification in IT or related discipline.
- 2 years of experience in a technical support role preferably within a SaaS company.
- Strong working knowledge of SQL including complex queries database design and troubleshooting.
- Strong troubleshooting and analytical skills to resolve complex technical issues.
- Experience supporting an External Customer base in a professional service focus organisation.
- Experience in diagnosing and solving performance security and configuration issues within web applications and databases.
- Excellent written and verbal communication skills with the ability to explain technical issues to nontechnical customers.
- Experience in working on AWS environments using Bitbucket and Jenkins pipelines.
- Working knowledge of PagerDuty Splunk and Dynatrace
Is this role for you
If you think this may be your next opportunity and you want to be part of a Great Place to Work Certified organizationApply online today!
To be eligible for this role you must have full UK work rights.
Visit our website to find out a little more about working with us.
Required Experience:
Manager
Employment Type
Full-Time
