Support Engineer

Peer Software, Inc.; United Kingdom; Remote; GBP 35,000 - 52,000; Full time

Job summary

Peer Software, Inc. is seeking a proactive Technical Support Specialist to serve as the main technical liaison for customers, delivering high-level assistance and guiding enterprise clients through complex issues from a remote UK base.

You will resolve incidents, document actions, and contribute to a knowledge base while collaborating across teams. The role includes on-call duties and ongoing product training to stay current with developments.

Qualifications

• Excellent customer service with the ability to communicate clearly and effectively.
• Ability to build strong relationships and gain the trust of the customers you support.
• Great problem-solving skills with the proficiency to see any challenge through.
• Excellent and proven technical skills within Windows and Linux environments, adept at troubleshooting and resolving issues.
• Experience in supporting critical systems and infrastructure with the ability to prioritise and elevate quickly.

Responsibilities

• Respond to customer inquiries via phone or email providing technical assistance and resolving issues effectively within stringent SLAs.
• Remotely troubleshoot and diagnose software incidents, guiding customers through step-by-step solutions or escalating incidents to higher-level support teams when necessary.
• Document and track customer interactions, incidents, and resolutions in a timely and accurate manner using our internal ticketing system.
• Collaborate with other support team members and departments to ensure timely resolution of customer issues and effective communication of solutions.
• Simulate and recreate incidents to provide detailed resolutions based on actual customer experiences.
• Contribute to technical knowledge base articles to aid and assist customer portal self-service resolution.
• Participate in the on-call out of hours support service.
• Undertake regular training sessions and workshops to stay updated on product developments and enhance technical skills.
• Maintain a positive and professional attitude while handling challenging situations and ensure that all interactions reflect our commitment to excellent customer service.
• Undertake application log file analysis for incident diagnoses or development escalation.

Skills

Customer service

Communication

Problem solving

Windows troubleshooting

Linux troubleshooting

Relationship building

On-call readiness

Documentation

Tools

Ticketing system

Remote support tools

Job description

Overview

Peer Software is searching for a talented and enthusiastic individual to join our team as a Technical Support Specialist. If you are passionate about technology and enjoy helping customers solve complex issues, this role is a perfect fit for you.

As a Support Engineer, you will play a pivotal role as the primary technical liaison for our customers, embodying our customer-first philosophy. We are looking for someone who is passionate about continuous learning, dedicated to helping global enterprise customers and who thrives in a dynamic and growing environment.

We require a Support Engineer who can handle multiple responsibilities along with effectively working with the various groups inside the company. This position can be remote anywhere in the UK.

Job responsibilities

• Respond to customer inquiries via phone or email providing technical assistance and resolving issues effectively within stringent SLAs.
• Remotely troubleshoot and diagnose software incidents, guiding customers through step-by-step solutions or escalating incidents to higher-level support teams when necessary.
• Document and track customer interactions, incidents, and resolutions in a timely and accurate manner using our internal ticketing system.
• Collaborate with other support team members and departments to ensure timely resolution of customer issues and effective communication of solutions.
• Simulate and recreate incidents to provide detailed resolutions based on actual customer experiences.
• Contribute to technical knowledge base articles to aid and assist customer portal self-service resolution.
• Participate in the on-call out of hours support service.
• Undertake regular training sessions and workshops to stay updated on product developments and enhance technical skills.
• Maintain a positive and professional attitude while handling challenging situations and ensure that all interactions reflect our commitment to excellent customer service.
• Undertake application log file analysis for incident diagnoses or development escalation.

Essential skills and experience

• The ability to build strong relationships and gain the trust of the customers you support.
• Excellent customer service with the ability to communicate clearly and effectively.
• Great problem-solving skills with the proficiency to see any challenge through.
• Excellent and proven technical skills within Windows and Linux environments, adept at troubleshooting and resolving issues.
• Experience in supporting critical systems and infrastructure with the ability to prioritise and elevate quickly, as required.

Desired skills

• Extensive knowledge of Windows and Linux operating systems.
• Experience with Virtualization, Backup, High Availability, and Networking technologies.
• Proven experience in collaborating with other internal groups to deliver solutions that meet customer expectations.
• Must be able to prioritize and manage a case load consisting of multiple customer issues simultaneously.
• Ability to be flexible and take on additional responsibilities where required.
• Exposure to enterprise storage (Windows/NetApp/DELL/Nutanix).
• Detailed knowledge of Microsoft Server and domain administration.
• Knowledge in the administration and monitoring of Cloud based computing (AWS/Azure).

About Peer Software

Peer Software is a fast-growing global software company that is a recognized leader in file management and data orchestration. We are driven by a culture that values mutual respect, integrity, hard work and focuses on the long-term success of our customers. If you believe you share our values, we’d love to hear from you!