Offer summary

Qualifications:

Proven experience in application or software support., Understanding of Java and scripting languages like Bash or Python., Experience with support tools such as Jira, Confluence, Zendesk, or Hubspot., Strong documentation skills and ability to communicate with engineers..

Key responsibilities:

Provide support for all products, including pre- and post-production support.

Troubleshoot customer issues and communicate with client engineers and cybersecurity teams.

Refine and improve the support function and develop support KPIs and metrics.

Build strong relationships with customers and deliver first-class service.

Job description

Senior Software Support Engineer - Dublin, Ireland - Learn Cybersecurity

Award winning security software client based in Dublin requires a skilled & experienced Senior Software Support Engineer for a unique & interesting role.

The cyber security products are used by Fortune 500 clients in multiple industries globally. This operation fosters & encourages innovation & ideas, has a hi-tech engineering culture and a warm, friendly, nice team

Career Opportunity

As a Senior Software Support Engineer, this represents an amazing career opportunity for you!

You will step into a mission critical role, where you will build trusting relationships with the customer base which consists of client software engineers & development teams.

You will create a major impact by helping shape, influence and develop the customer support function & support lifecycle.

You have a serious opportunity to step up to Lead Support Engineer as you progress in this role.

You’ll work with a group of highly skilled, highly aptitude colleagues & engineers, and you’ll learn & gain valuable insight into cyber security.

You will work in a company with a very nice & friendly team & environment, where your ideas & innovations are welcome, and you’ll get direct recognition for your work & contributions.

Needless to say, you will be working with cutting edge technologies.

In the Senior Support Engineer role you will:

Give support on all products.
Take care of both Pre and Post Production support.
Understand how to troubleshoot customer issues.
Communication with software engineers & cybersecurity within clients.
Work on refining, innovating, developing & improving the support function.
Provide first class service to customers & build deep relationships.
Create support KPIs, metric and tracking systems.

Requirements

Key Skills & Experience for the Senior Support Engineer:

Proven experience within Application or Software support.
Understanding of Java and/or scripting languages such as Bash or Python (You do not have to be a Java coder, but you should understand how Java sits within the bigger picture).
Know tools such as Jira or Confluence or similar.
Know how to use Zendesk or Hubspot or similar tools.
Experience with developing, improving & scaling support.
Understanding of how technology works at a level to allow productive conversations with engineers.
Strong documentation ability.
Handy with Excel or similar software.