Software Support Engineer

PST · Manchester, Manchester
Department PST
Employment Type Full-Time (Permanent)
Minimum Experience Experienced

Software Support Engineer - CloudM

Product Support Team 

 

Cloud Technology Solutions (CTS) is the largest dedicated Google Cloud practice in Europe and one of the world’s leading cloud transformation experts. We offer a unique full stack Google Cloud solution for businesses, encompassing cloud migration, transformative working and IT infrastructure, through to machine learning, big data and app development.

We are trusted by many well-known businesses, government and education establishments around the world. We have recently appeared in Deloitte’s UK Tech Fast 50, Sunday Times Top Track 100, and recognition within Deloitte Fast 500 EMEA and Northern Tech awards.

We have a brilliant team of more than 160 people in offices in Manchester, Edinburgh, Maarssen and Frankfurt, as well as across our globally remote workforce. But, we’re still growing. And that means we need more brilliant people who share our ambition to join our team.

At CTS, we look after each other and support everyone on our team. We’re proud of our people-centred culture; our diversity brings us  innovation and our commitment to inclusion drives us forward. If you fancy joining one of our teams, get in touch today.


Role Overview:

Based in our Manchester HQ, the Product Support Engineer will join a dynamic team of Engineers who specialise in providing high-quality support of the CloudM product suite to clients across the globe, ranging from organisations with many thousands of staff, through to small businesses supporting a handful of employees.

 

The successful candidate will be responsible for providing first-class support and interactions with the customer via telephone, email and remote sessions as well as video conferencing where possible. As an engineer, you will be expected to take ownership of technical incidents & requests as well as communicate ticket escalations to senior members of the Product Success Team.

The successful candidate should be confident communicating with customers at all levels of business including CxO, Leadership, Management, Operational and Technical and have a broad technical background, a natural curiosity to solve problems and a passion to deliver first class customer service. 

 

Full training will be provided on all CloudM products, and as a Product Support Engineer, you will be expected to get your product technical knowledge up to speed rapidly and be self-sufficient at managing your own workload with little supervision. 

 

As part of ongoing check-ins with line management, progression to 3rd line will be reviewed on an ongoing basis throughout the year. 

 

Responsibilities:

  • To own and maintain your ticket queue. 
  • Take ownership of Incidents & Requests regarding the CloudM product Suite
  • Schedule conference calls or Webex sessions to diagnose customer issues
  • Liaise with other members of the PS Team, Product Specialists & development to ensure tickets are resolved within SLA
  • Contribute to existing knowledge base repository where appropriate 
  • Must be flexible in regards to start and end times within core hours
  • Contribute to the continual improvement of service & product  

 

Key Skills:

  • Technical expertise in supporting software products
  • Demonstrable experience in a customer facing service desk role
  • Good people skills
  • Analytical and problem-solving experience
  • Able to convey a clear message to people at all levels of seniority both verbally and in writing, often in video conferencing situations
  • Excellent communication skills
  • Confident and enthusiastic with a positive “can do” approach
  • A natural curiosity of applying technology to solve problems
  • Excellent customer service (part of the CloudM culture)

Desirable Skills:

  • Experience within a technical service desk
  • Experience with zendesk Service Desk or other ITSM solutions. 
  • Experience in SaaS/IaaS 
  • Knowledge of Exchange/Office 365, GSuite, Lotus Notes, Novel Groupwise or Zimbra would be highly desirable
  • Exposure to Cloud migration technologies


Some of our benefits 

  • No set limit on annual holiday allowance
  • Flexible working hours and ability to work from home
  • Private health insurance
  • Annual international company ‘kick off’ event

Thank You

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  • Location
    Manchester, Manchester
  • Department
    PST
  • Employment Type
    Full-Time (Permanent)
  • Minimum Experience
    Experienced