Support Engineer - 2nd Line at Preservica

Can you get to the heart of a user's technical issues? Do you intuitively grasp the workings of SaaS based application software? Do you get a buzz from solving that ticket? 

We are Preservica and we are changing the way organizations safeguard their digital information. As a world-leader in digital preservation technology, our award-winning software is used by leading businesses, archives, libraries, museums and government organizations across the globe.

To maintain our growth, we believe in hiring strong technical talent and then supporting that talent to grow with us. Right now we are looking an ambitious technical support professional with a passion for customer service excellence who wants to take their career to the next level and make a real difference to our customer base.

About You

You will need a passion for customer service excellence, you enjoy interacting with customers, you thrive on solving technical problems and are driven by a desire to learn and enhance your knowledge and capabilities. You communicate well at all levels and through all channels

As part of a growing team you will need to be self-motivated, highly organized and able to multitask and prioritize.

Ideally you will have experience with the technologies listed below but a desire to make a difference and help our customers are the most important qualities.

You should ideally be based near to our Boston office, however the role can be worked as either hybrid or remote within the Eastern time zone. 

The Role

Our customers are a diverse group of technical and non-technical users spread around the world with your focus on US and Canadian customers. They mostly use cloud hosted solutions with some on-premise and require remote support for all of their questions and issues.

This role will support all aspects of system use and will involve complex problem solving, issue replication, relationship management and communicating with all levels of technical ability both internally and externally

Knowledge & Experience:

• Proven working experience in enterprise technical support or as a technical engineer in a cloud based SaaS environment
• Experience supporting Cloud based applications.
• An understanding of web based / java application technologies (Apache, Tomcat, http(s), web services).
• Experience with network technologies and their troubleshooting.
• Experience with databases, APIs, and basic scripting languages (e.g., Python, SQL)
• Exposure to M365/SharePoint admin functions
• XML experience would be desirable

Attributes:

• Solid communication skills, both written and verbal. The ability and willingness to build positive working relationships with customers and colleagues.
• Problem-solving and analytical skills that you can apply to solve technical problems and deliver results on time.
• Self-motivated, delivery focused, works equally well independently and in teams.
• Highly organized with a strong command of detail. Comfortable with balancing priorities and multitasking.
• A passion for innovation and a desire to learn.

What We Offer

As well as a competitive salary and benefits package, we also offer great future prospects in a fast-growing market sector. From improving your technical abilities to developing leadership skills, we can offer tailored career development based on your aspirations. This is supported by our focus on personal development and training - all our staff have an annual training allowance, which can be used to learn new technologies, develop soft skills or earn recognized professional qualifications.

Preservica are an Equal Opportunities Employer