Product Support Engineer - Australia

Island; Deutschland; Remote; EUR 60.000 - 80.000; Vollzeit

Zusammenfassung

A leading technology company in Germany is seeking a Product Support Engineer to provide technical support to enterprise customers. This role requires 5+ years of experience in support roles and expertise in network and security devices. The ideal candidate thrives in a fast-paced environment and excels in problem-solving. Join a dynamic team dedicated to redefining work for modern enterprises.

Qualifikationen

• 5+ years of hands-on experience in support roles with enterprise customers.
• 3+ years working in a startup environment with a fast-paced atmosphere.
• 5+ years experience with IT tasks like installing virtual machines.

Aufgaben

• Provide exceptional technical support to enterprise customers.
• Collaborate with cross-functional teams to resolve customer issues.
• Document customer interactions and best practices.

Kenntnisse

Customer obsession

Troubleshooting methodologies

Strong debugging skills for Windows applications

In-depth knowledge of network and security devices

Communication skills

Ausbildung

Bachelor's degree in Computer Science, Engineering, or a related field

Tools

Confluence

Salesforce

Jira

Jobbeschreibung

Description

Island is hiring!

We’re a team of hungry, high-character professionals from all backgrounds who came together to reinvent work for the modern enterprise. And we’re always looking for world-class human beings (not resumes) to join the movement.

Island has been chosen as one of LinkedIn's Top Startups of 2024 in Dallas.

In this role, you will have the opportunity to work with a small, but highly skilled and talented team. You will have the freedom to self-promote and take on additional responsibilities as you see fit. This is a great opportunity for someone who is looking to make a big impact in a dynamic and fast-paced environment.

As a Product Support Engineer you will have a pivotal role in providing assistance to our customers and sales team by addressing technical inquiries, troubleshooting issues, and ensuring the uninterrupted functionality of The Enterprise Browser throughout the entire customer journey.

We are looking for engineers whose customer obsession is in their DNA and who possess a strong eagerness to learn, evolve and become experts in our cutting-edge technologies.

Responsibilities:

• Provide exceptional technical support to enterprise customers, promptly addressing their queries and issues via various communication channels (email, phone, chat).
• Demonstrate a deep understanding of our products and its integration with clients' systems to offer effective solutions and guidance.
• Collaborate with cross-functional teams, including development and QA, to escalate and resolve critical customer issues promptly.
• Document customer interactions, technical solutions, and best practices to create an organized knowledge base for both internal and external use.
• Actively contribute to product improvement by providing valuable feedback and insights gained from customer interactions.
• Work independently with a self-sufficient and proactive approach while adhering to established SLAs and performance metrics.
• Ability to work off-hours when needed.

Requirements

• 5+ years of hands-on experience in support roles, working directly with enterprise customers.
• 5+ years of proven experience in troubleshooting methodologies and problem-solving skills.
• 3+ years of working in a startup environment and the ability to thrive in a fast-paced, agile atmosphere.
• In-depth knowledge of network and security devices, such as Okta, Zscaler, and Siem.
• Expertise in OS systems, including, Windows, Mac and Linux.
• Strong debugging skills for Windows applications and a solid understanding of the HTTP protocol.
• 5+ years of experience with IT tasks like installing virtual machines and configuring IT environments.
• 5+ years of experience with support methodologies and tools (Confluence, Salesforce, Jira).
• 3+ years of experience working with Log systems like Coralogix, and Sentry.
• Advantage - Bachelor's degree in Computer Science, Engineering, or a related field.