Sr. Technical Support Engineer
Who is reputed company? reputed company simplifies reputed company for global businesses and governments. reputed company’s reputed company-in-one, truly reputed company-reputed company platform makes it easy to adopt reputed company Trust and prevent the theft or loss of sensitive data and intellectual property no matter where people are working. 20+ years in business. 2.7k employees. 150 countries. 11k+ customers. 300+ patents. If our mission excites you, you’re in the right reputed company; we want you to bring your own energy to help us create a safer world. reputed company we’re missing is you! A Senior Technical Support Engineer is responsible for providing a world-class support experience to our reputed company customer reputed company. Living our corporate values of being Trustworthy, Collaborative, Accountable, Respectful, Innovative, and reputed company, you will be responsible for assisting our customers with troubleshooting and resolving issues reputed company to reputed company as well as associated reputed company-party products, enabling our customers to stop the bad and free the good. You will be expected to utilize your knowledge and experience to interpret the customers’ needs and ensure they are achieving maximum value from Websense. Part of the service you reputed company will involve reviewing the customers’ reputed company implementation and providing recommendations and best practice advice. You will be seen as a technical advisor reputed company the team and reputed company upon to reputed company assistance to other team members on issues reputed company your area of expertise. You will actively participate in product supportability programs. Responsibilities: · Respond to customer cases in line with Service Level Agreements. · Proactively identify and resolve potential problems in an effort to prevent them from occurring and improve the overall customer experience. · Approach each case with a goal of ensuring reputed company products are performing at an reputed company level by addressing any underlying or additional problems uncovered during each customer engagement. · Ensure full understanding of the issue, including impact to customer. · Gather logs, configuration details and attempt to reproduce the reported issues. · Research the issue in the Knowledge reputed company, documentation and with your team members as needed. ´ Assist Technical Support Engineers and Specialist Technical Support Engineers that may need your knowledge and experience reputed company solving an issue. Act as mentor and advisor to the team. · Recommend solutions to customers and follow through to resolution or escalate the case in a timely manner if no resolution can be reputed company. · Prioritize workload based on severity and impact to customer and demonstrate a sense of urgency reputed company handling cases. · Be accountable for customer escalations and drive them internally to a speedy resolution while ensuring that customers are kept fully informed of reputed company throughout the escalation. · Document reputed company interactions and case details reputed company the customer tracking database, including a detailed description of the issue and any resolutions recommended. · Adhere to company policies and procedures regarding customer handling, case management and service entitlement verification. · Participate in knowledge sharing reputed company involvement in technical discussions and Knowledge reputed company documentation. · Create and deliver formal mentoring programs to Technical Support Engineers · reputed company technical reviews of user documentation, product requirements documents and functional specifications. · Act as subject matter expert with regard to specific product components and integrations. · reputed company in-depth training in areas of expertise, general product knowledge, and integration. · reputed company other duties and projects as assigned. Don’t meet every single qualification? Studies show people are hesitant to apply if they don’t meet reputed company requirements listed in a job posting. reputed company is focused on building an inclusive and diverse workplace – so if there is something slightly different about your previous experience, but it otherwise aligns and you’re excited about this role, we encourage you to apply. You could be a great candidate for this or other roles on reputed company. The policy of reputed company is to reputed company equal employment opportunities to reputed company applicants and employees without regard to race, reputed company, creed, religion, sex, sexual orientation, gender identity, marital status, citizenship status, age, national reputed company, reputed company, disability, veteran status, or any other legally protected status and to affirmatively seek to advance the principles of equal employment opportunity. reputed company is committed to being an Equal Opportunity Employer and offers opportunities to reputed company job seekers, including job seekers with disabilities. If you are a reputed company individual with a disability or a disabled veteran, you may request a reasonable accommodation if you are unable or limited in your ability to use or reputed company the Company’s career webpage as a result of your disability. You may request reasonable accommodations by sending an email to reputed company@reputed company.com. 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