We are currently looking for a Senior Escalation Engineer for our client, a leading multinational software company in Dublin.
Responsibilities:
* Resolve escalated customer issues and maintain ownership until the problem is resolved with minimal oversight from management.
* Self-prioritize work items based on customer requirements and minimal guidance.
* Act as a resource for less senior members of the team as needed, to troubleshoot and resolve specific customer issues.
* Serve as an effective technical interface between the customer and 3rd Level Engineering / Product Development teams, providing clear issue documentation and leveraging cross-functional working relationships in their area of expertise.
* Provide problem report prioritization for the Engineering team.
* Write and review complex technical articles and case studies for the knowledge base, leveraging customer-reported cases, product specifications, and previous experience.
* Participate in training new team members.
* Possess good problem-solving and analytical skills.
* Exhibit strong written and verbal communication skills to communicate with senior management.
* Understand operating system resource management and build OS level and/or network debugging skills in position.
* Build code or script literacy with the goal of being able to read and understand existing code and/or scripts.
* Must possess a Bachelor of Science in Computer Science or equivalent experience.
* Must have 3 to 5 years of experience in a technical customer support environment or field experience, working in enterprise-level environments.
A successful candidate will have experience in the following areas:
* Windows Server, including Windows 2008, and MS Exchange
* Clear understanding of DNS and how it works
* Firewall/DMZ configuration
* LDAP/Active Directory & ActiveSync
* Experience in the following areas is highly desirable:
* Smartphone and tablet devices like Apple iOS, Android, Windows Phone
* Software based on Apache Tomcat or Windows IIS
* MySQL, Postgres or SQLServer
* Cloud-based SaaS products
The Perks:
* Competitive compensation and a comprehensive benefits package.
* The company offers a continuum between work and life by allowing people to work whenever, wherever, and however they choose.
* You’ll enjoy a workstyle within an incredible culture. You will be given all the tools you need to succeed so you can grow and develop within the company.
Apply now
Position: Senior Escalation Engineer
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