EMEA Customer Support Engineer

TN United Kingdom; London; Hybrid; GBP 30,000 - 50,000; Full time

Job summary

An established industry player in Governance, Risk & Compliance is seeking a Customer Support Engineer to join their dynamic team. In this role, you will provide exceptional technical support for their innovative SaaS application, ensuring customer satisfaction through efficient issue resolution. With a strong focus on learning and development, this company promotes a flexible culture that values work/life balance and offers competitive remuneration. If you have a customer-focused mindset and a passion for technology, this opportunity could be your next career milestone.

Benefits

Flexible working hours

Learning and Development afternoons

Birthday leave

Bonus days

Paid parental leave

Monthly social events

Employee Referral program

Competitive remuneration

Annual performance bonus

Qualifications

• 2+ years of experience in a technical support role, preferably within a SaaS company.
• Strong troubleshooting and analytical skills to resolve complex technical issues.

Responsibilities

• Provide prompt technical support to customers via phone, email, and chat.
• Troubleshoot, diagnose, and resolve complex technical problems related to our SaaS application.
• Document troubleshooting steps and solutions in internal knowledge bases.

Skills

SQL

Technical Support

Problem-Solving

Web Technologies

Analytical Skills

Communication Skills

Education

Tertiary qualification in IT

Tools

AWS

Bitbucket

Jenkins

PagerDuty

Splunk

Dynatrace

Job description

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About Protecht: We are a fast-growing Governance, Risk & Compliance (GRC) SaaS business.

We provide world-class enterprise risk management, compliance, training, and advisory services to over 350 customers across various industry sectors through our offices in 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.

At Protecht, a positive and super friendly culture awaits you, where learning is valued and supported.

We empower our people through leadership, training, knowledge-sharing, 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 allows people to work from home and in 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 an annual performance bonus.

Generous Employee Referral program.

Job Overview: This role requires a customer-focused mindset, excellent problem-solving skills, and a sound understanding of web technologies and databases.

As a Customer Support Engineer at Protecht, you will work within a dynamic team and be responsible for providing exceptional technical support for our SaaS application Protecht.ERM 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:

1. Provide prompt and professional technical support to customers via phone, email, and chat for escalated software application issues.
2. Act as a liaison between customers and internal development teams to report product issues, enhancements, or bugs.
3. Troubleshoot, diagnose, and resolve complex technical problems related to our SaaS application Protecht.ERM.
4. Maintain a high level of customer satisfaction by providing timely solutions and proactive follow-ups.
5. Stay updated with the latest product features, new releases, and updates to provide accurate guidance to customers.
6. Troubleshoot database-related issues, including data retrieval, data integrity, and SQL query performance.
7. Be part of a weekly on-call customer support roster.
8. Document troubleshooting steps, solutions, and best practices in internal knowledge bases and customer-facing FAQs.
9. Monitor recurring customer issues and report trends to the product and engineering teams to improve product quality and performance.
10. Manage customer expectations regarding resolution times using sound general tech knowledge such as web technologies, databases, SQL, and Unix/Linux to dig into the problem.

You’ll 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-focused organization.
• Experience 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 non-technical customers.
• Experience 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 organization, apply online today!

To be eligible for this role, you must have full UK work rights.

Visit our website https://www.protechtgroup.com/ to find out more about working with us.