Technical Support Engineer (US hours)

Proventeq; Reading; Hybrid; GBP 30,000 - 45,000; Full time

Job summary

A leading company in tech solutions is seeking a support specialist to provide technical assistance on their products, particularly focusing on .Net/SQL Server applications and SharePoint Online. The role requires strong problem-solving skills and customer liaison experience. Offering a hybrid work model, the position requires occasional travel to the Reading office for meetings. Ideal candidates should possess a solid understanding of application support tools and methodologies, ensuring customer satisfaction while managing support tickets effectively.

Qualifications

• Experience supporting .Net/SQL Server based products.
• Good knowledge of SharePoint/M365 configuration and administration.

Responsibilities

• Providing tech support on Proventeq products.
• Troubleshooting customer issues in various environments.
• Creating content in the support knowledge base.

Skills

Technical Diagnostic

Problem-Solving

Customer Liaison

Tools

Zendesk

Remedy

Azure DevOps

Job description

Key Responsibilities

• Providing tech support and maintenance on Proventeq products
• Providing tech support on SharePoint Online/M365 migration and adoption related issues
• Troubleshooting in customer environments focusing on resolving customer issues
• Answering customers/partners related product queries through our support portal
• Prioritising your workload based on the criticality of issues and SLAs
• Updating customers/partners on the status of support tickets in an effective manner
• Creating content in the support knowledge base
• Contributing to the customer support organization by participating in meetings and training sessions

Required Skills

• Good experience supporting .Net/SQL Server based products and custom applications
• Strong technical diagnostic and problem-solving skills
• Solid customer liaison experience
• Expertise in application support and maintenance tools such as Zendesk, Remedy
• Knowledge of C#/.Net and database technologies (SQL Server/PostgreSQL)
• Knowledge of Agile methodologies and DevOps tools such as Azure DevOps
• Proven technical diagnostic and problem-solving skills

Good To Have Skills

• Good knowledge of SharePoint/M365 (Configuration and Administration)
• Experience in SharePoint support - an added advantage
• Advanced SQL skills such as performance analysis
• Experience with Extract, Transform, and Load (ETL) solutions

Softer skills include enthusiasm, a desire to excel, ensuring customer satisfaction, and becoming a reliable 'go-to' person. You will need excellent communication, personal organization, and decision-making skills, with the ability to prioritize and manage expectations.

If you are UK-based and interested in working a late shift to cover business hours in America, this may be the right opportunity for you. The role offers a hybrid work model from home, with the requirement to travel to the Reading office for meetings when necessary.