SENIOR TECHNICAL SERVICES ENGINEER

Our customer is a reputable company part of a group having offices in several countries including the US, UK and Singapore. Their own developed platform empowers organizations to effectively manage sensitive information transfer while delivering information security solutions to more than 35 million end users. They are now reaching for a new phase on their growth path and seek to attract passionate individuals to join forces for exceeding customer expectations.

The Senior Technical Services Engineer is responsible for providing technical support and deployment services for products deployed as a physical or virtual appliance on-premise or off-premise in a public cloud. The role supports a very wide range of customers in a highly technical environment and assisting with new customer deployments.

Key Responsibilities

• Investigate and resolve incoming questions (phone and email) and issues in a timely and effective manner.


• Document all customer contact and activity, including troubleshooting steps and problem resolution and deployment progress, in our CRM system.


• Create knowledgebase articles and internal documentation.


• Participate in out-of-hours on-call rotation.


• Contribute to process development – we are looking for people who want to help us lay the foundation for growing efficiently and with a best-in-class culture


• When necessary, roll up your sleeves and dig in to help address customer issues alongside with the core Engineering team


• Leverage knowledge of your customers’ environments to assist Engineering and Professional Services teams in better serving your customers


• When necessary, recommend proactive measures to help customers avoid issues and to ensure customer success (e.g. professional services engagements, training sessions, on-site visits, etc.)

Requirements

• Minimum of 2-3 years of hands-on experience supporting global enterprise software companies.


• Specific intermediate level of knowledge in resolving complex product issues, security software products preferred.


• System Administration in LЕMP environment (Linux, Nginx, MySQL, Python/PHP).


• Familiarity with enterprise environments: Directories (LDAP, Active Directory), single sign-on, Windows SharePoint.


• Networking, firewalls, routing issues, WAN, VPN, proxy, and DNS.


• Understanding of protocols DNS, SMTP, SFTP, HTTPS, SNMP, SSL, SSH etc.


• Technical proficiency in Windows desktop and server environments, networking, security, virtual platforms, mobile devices and web applications.


• Strong customer service skills with high level of professionalism and ability to work in complex situations.


• Ability to manage time proactively as well as reactively when working on new deployments.


• Excellent oral and written communication skills with both technical and non-technical audiences.


• Must be self-motivated, able to multi-task and manage priorities effectively and work well as a part of a globally distributed team.


• Bachelor’s degree in Computer Science, Computer Engineering or a related field preferred.

Additional skills and experience that you bring

• Motivation to learn new skills and technologies


• Good understanding of J2EE applications


• Good knowledge of Unix/Linux environment


• Knowledge and interest in the field of cyber and email security


• Understanding of database systems


• Experiences in scripting languages (Perl, Shell, etc.)


• Experience working in distributed teams

These skills and experiences are considered a plus

• Microsoft, Cisco, Linux or similar certification


• German

What we offer

• Versatile and challenging task in an international team


• Full-time, long-term role with a local subsidiary of a growing global company carrying a bold vision


• Modern and collaborative working environment at coworking space in Sofia


• Annual paid leave of 25 days and an eight-hour workday with floating working hours


• Additional health insurance and a MultiSport card available upon request


• You’ll be rewarded with a competitive compensation package

Our hiring process

After submitting your resumе you will be invited to a one-hour remote personality interview via Microsoft Teams, followed by a technical interview.
The technical interview takes place in our office, which will give you the opportunity to get to know the employees already working at the company. It comprises of questions and a practical task. You will be given a mentor if you have any questions. Once you have successfully completed this process, we can give you feedback within 2 business days. If both parts agree on the terms, we will gladly make you an offer.

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Kamenno Bardo Ltd. is a recruitment agency licensed by the Bulgarian Ministry of Labor and Social Policy under file No: 3180.