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Job Description
- REQUIRED - Fluency in English
- REQUIRED - HPE NonStop Systems experience
- Will be remote in Europe
As a primary point of contact for our customers, you'll tackle technical challenges, address inquiries, conduct in-depth research on complex issues, and offer comprehensive guidance on utilizing our suite of cutting-edge cybersecurity and database management solutions.
Reporting directly to the Senior Manager of Customer Support, your responsibilities will include:
- Diagnosing and resolving customer-reported issues related to cybersecurity products.
- Analyzing customer-provided data such as logs, traces, and debugging details to identify root causes.
- Documenting reported product defects and gathering customer enhancement requests.
- Delivering prompt and professional responses to technical inquiries from both customers and team members.
- Participating in User Acceptance Testing processes to uphold product quality standards.
- Contributing to the development and upkeep of our Knowledge Base by crafting informative articles.
To excel in this role, you should meet the following qualifications:
- A minimum of 3 years of experience in customer support roles.
- Excellent written and verbal communication skills.
- Proficiency in troubleshooting MS Windows applications and fundamental networking issues.
- Familiarity with HPE NonStop systems is highly desirable.
- Availability for after-hours on-call support, which will be part of a rotation following a 90-day training period.
- General knowledge and experience in cybersecurity are advantageous.
- Experience with Linux/Unix, Salesforce, and JIRA would be beneficial additions.