Senior Engineer - Technology Services

The position is for an analytical person to provide enterprise-wide support service for our range of game-changing and award-winning solutions range. You will be part of a collaborative team providing telephone and email assistance to our customer and partner base. We as a team believe in honest communication, share creativity, and welcome different perspectives. There is a winning culture built on a platform of integrity with the spirit of innovation. We will also provide mentoring, training, and opportunities for you to fulfill your ambitions and potential.

Role Responsibilities

-Work as part of a Global team to provide a high standard of technical support to customers on the One Identity Privileged/Log Management Suite of products
-Provide stellar customer service and handling skills and the ability to interface, collaborate, and prioritize technical customer issues with development and effectively communicate solutions to customers/partners is crucial to the role
-Work across regional boundaries with Country and Product Managers to ensure product quality and stability and a determination to professionally manage and resolve several potentially complex issues on a variety of Linux platforms

Qualifications

- Degree in a professional field, or education in progress with at least 4 years of experience in system engineering/support.
- Advanced English both spoken and written
- Relevant experience in the world of Linux/ UNIX systems using the Command Line Interface (cli)
- Basic programming skills, ability to read and interpret source code
- Knowledge of some popular scripting languages (e.g. perl, python, bash, awk, sed).
- Knowledge of all of the following: Ansible, Kerberos, sudo, DNS, TCP/IP, syslog protocols and Active Directory.
- Self-dependence, pro-activity, willingness to acquire new knowledge
- Technical writing skills
- Ability to define problems, collect data, establish facts, and draw valid conclusions
- Requires excellent interpersonal and communication skills including verbal, written, negotiation, and platform communications.
- Possess a strong people orientation with the ability to listen, work, and resolve issues to achieve customer satisfaction
- Quickly learn the general concepts of the technology used in and associated with One Identity products.
- Manage Service Requests and any ongoing Escalations
- Collaborate with the other members of the Global Support Team
- Invest in the Knowledge-Centered Methodology (KCS) and contribute to the Support Portal
- Participate in activities relating to product improvement and demand reduction
- Provide a high-quality service delivery experience to the internal and external stakeholders
Preferences
- Experience in network communication debugging, routing
- Knowledge of firewall technologies.
- Familiarity with debugging tools/techniques (e.g. WebEx/GoToMeeting)
- Remote Desktop Services (RDS)
- Educated to degree level
- Ability to work flexible hours
- Additional European language skills