Technical Support Engineer - Enterprise Hybrid On-Call

Pico; Greater London; Hybrid; GBP 55,000 - 75,000; Full time

Job summary

Pico is seeking a Technical Support Engineer to champion customer success across global markets. You will provide Level 2 technical support, perform complex root cause analysis and collaborate with engineering on deep product issues, while contributing to knowledge management and self-service initiatives.

This hybrid role requires 3+ years of enterprise support experience, strong Linux and network skills, and excellent English communication.

Qualifications

• 3+ years' experience providing Level 2 technical support for enterprise products.
• Proficient in Linux systems, networks, troubleshooting.
• Strong TCP/IP fundamentals.
• Experience with CRM systems (Salesforce).
• Excellent English verbal and written communication.
• Ability to work in a team and learn new technologies.

Responsibilities

• Provide escalation support and interface with engineering on deep product issues.
• Conduct complex root cause analysis and maintain customer satisfaction.
• Contribute to support tools, knowledge management and self-service initiatives.
• Act as champion for Pico's customers, focusing on issue prevention.

Skills

Linux

Network configuration

TCP/IP

CRM (Salesforce)

English communication

Team collaboration

Education

Bachelors in Computer Science or Computer Engineering

Tools

Salesforce

AWS

Azure

Linux servers

Job description

Pico is seeking a Technical Support Engineer to champion customer success across global markets. You will provide Level 2 technical support, perform complex root cause analysis and collaborate with engineering on deep product issues, while contributing to knowledge management and self-service initiatives.

This hybrid role requires 3+ years of enterprise support experience, strong Linux and network skills, and excellent English communication.