Senior Support Engineer with a Fluent Level of

hace 5 días


Barcelona, España Talent Search People A tiempo completo

**Organization**:
With almost 30 years of expertise, our client is a leading provider of data protection and recovery software. Launched in 1990, they provide a comprehensive solution for cloud, virtual and physical environments, on premise or in the cloud, backed by unsurpassed support and expertise.

**Function**:
In this position you will be responsible for providing backline and advanced level support to their customers and partners, assisting with the resolution of the most technically challenging issues. This is accomplished through advanced diagnostics, issue replication and testing, remote access to customer equipment, and interfacing with Product Management, Development and QA resources.

For this position, your key responsibilities will be:

- Manage escalated, technically complex mission critical or politically hot customer issues, and maintain ownership of issue until resolved completely.
- Analyse logs provided by client and solve issues using methodical troubleshooting by leveraging internal technical expertise including peers, knowledge base and other internal tools.
- Regular follow ups with customers and provide recommendations, updates and action plans.
- Enrich customer experience by:
Creating new knowledge base articles for reuse throughout the customer base and the technical support organization.
Helping to keep the knowledge base up to date by updating and modifying information as needed.
- Effectively collaborate with Pre-Sales, Engineering, QA and Product Management teams in order to help win sales opportunities.

**Requirements**:
You are the person we are looking for if you have a:

- Bachelor's Degree or global equivalent in Computer Science or related discipline.
- Preferred, Product line relevant or relevant 3rd party certifications (VMware, MCSE, RHCE, CCNA etc.)
- 5 or more years of related professional experience.

Language skills:

- Proficiency level of English.
- High level of French OR High lvel of Italian.
- Fluent in Spanish.

Skills and Competencies
- Ability to grasp concepts quickly and work independently.
- Strong communication skills; written, verbal and social media.
- Demonstrate technical and team leading skills.
- Comfortably work in a fast-paced environment.
- Continually improve personal and team Customer Satisfaction ratings.

**What we offer?**:
What's offered?
- Health Care Insurance.
- Competitive salary.
- Permanent contract.
- Trainings and official certificates.

**Do you need +info?**:
Daniel Medrano

(+34) 93 231 00 00 (Ext. 128)


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