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Senior Technical Support Engineer

This is a fantastic opportunity for an senior level customer-facing Technical Support Engineer to join our team in Cambridge. You’ll be helping make our customers successful by providing high-quality, efficient support for our virtualization-based security solutions and cloud customers. The Senior Technical Support Engineer interacts with our customers and takes ownership of technical issues through to resolution, using a variety of tools, resources, and expertise.

Our ideal candidate will have a passion for customer satisfaction and excellent technical and time management skills. You’ll work well within a team but will be able to work through hard problems independently and have a self-motivated enthusiasm for continuous learning.

What you’ll be doing as a Senior Technical Support Engineer:

• Fulfil incoming incidents, requests, and escalations, assisting customers and stakeholders in a courteous and professional manner

• Perform technical problem diagnosis and resolution

• Schedule, manage and deploy configuration changes/endpoint updates to our customer cloud environments

• Schedule, manage and health-check customer cloud environments

• Provision and deprovision customer cloud environments

• Assess, analyse and make technical recommendations to improve customer supported cloud platforms

• Schedule, manage and deploy configuration changes/endpoint updates to our customer cloud environments

• Through effective communication, ensure customers are well informed

• Where appropriate, perform customer follow-ups to gather further information to drive issues through to resolution

• Follow support and business processes accurately with attention to detail. Proactively look for opportunities to improve the efficiency and quality of our services

• Responsibility for customer-facing support of pre-sales prospects, customers and partners.

• Serving as a HP subject matter expert, educating customers on best practices.

• Communicating with customers and stake holders via e-mail, ticket systems and remote conference calls.

Requirements for the Senior Technical Support Engineer:

• Exceptional customer service skills, particularly the ability to empathise and follow through tasks to ensure customer satisfaction

• Excellent organisation to ensure that many concurrent incidents are all being taken care of in a timely manner

• Direct work experience in a similar environment (ideally supporting external clients)

• Experience with managing and supporting customers in a cloud environment or SaaS style service

• Prior experience troubleshooting and maintaining Windows Operating environments

• Knowledge of enterprise endpoint deployment tools

• Solid understanding of networks and networking protocols

• Solid understanding of virtualization products and concepts

A great Senior Technical Support Engineer will have-

• Bachelor’s degree in Computer Science/Engineering or related technical degree or equivalent

• Experience deploying, configuring and/or supporting endpoint security products

The important criteria for joining our Technical Support team are:

• Good analytical skills, demonstrating the ability to break down complex problems and a desire to get to the bottom of things.

• Rich technical skills and passionate about new technology and the tech industry.

• Detail-oriented, diligent and with the ability to multi-task and follow through on multiple cases.

• Confidence to operate in a customer facing role, with excellent communication skills.

• Ability to work with minimal direction, pick up new concepts and technologies quickly are highly desirable.

If you are convinced that you are a perfect match then apply now and join our HP family!

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About you:

You’re out to reimagine and reinvent what’s possible- in your career as well as the world around you. So are we. We love taking on tough challenges, disrupting the status quo, and creating what’s next. We’re in search of talented people who are inspired by big challenges, driven to learn and grow, and dedicated to making a meaningful difference.

About HP Wolf Security

The primary focus of the HP Wolf Security team is developing cyber security solutions to protect our customers devices and data. The digital threat landscape is ever-changing and as the cyber security industry reacts and adapts to changes, so too do the malware authors. Our unique micro-virtualization technology ensures that customers are protected from even the most bleeding edge cyber security threats. That micro-virtualization technology forms a key pillar in a wider cyber security suite that we're actively developing.

To see what our engineering teams are working on, check out our technical blogs: https://threatresearch.ext.hp.com/blog

Our history:

Inspired by the isolation principles of traditional virtualization, our team known then as Bromium, created a game-changing technology called micro-virtualization to protect end users against advanced malware. Every task the user performs, such as opening a document or clicking on a link, is isolated in its own micro-VM, with access to just the resources required for that task, and existing just for the life of the task. Protection is thus provided through isolation, without relying on detection, hence reliably defending the user from polymorphic and even zero-day malware.

Bromium was acquired by HP Inc on 19 September 2019 forming HP Wolf Security.

For more information, visit our website: https://www.hp.com/uk-en/security/endpoint-security-solutions.html