Software Support Engineer - Remote

Overview

The Software Support Engineer role combines remote technical support for industry-leading vendors with practical onsite experience in hardware/software installation, requiring a passion for networking and technical skills development.

In Short

• Provide 2nd & 3rd line technical support via email/telephone/live chat.
• Attend and host remote support sessions with customers/vendors.
• Resolve escalated support incidents.
• Replicate customer configurations to troubleshoot errors.
• Document all work activity in the customer support tracking system.
• Develop and maintain technical skills in selected products.
• Demonstrate superb customer service skills.
• Work on an out-of-hours on-call rota.
• Participate in training to achieve product accreditation.
• Flexibility to adapt to changing demands in a technical role.

Requirements

• Ability to acquire skills and develop quickly.
• Excellent communication skills: face-to-face, telephone, and written.
• Thorough understanding of common networking protocols.
• Experience with TCP/IP, routing, and switching.
• Structured approach to fault-finding.
• Willingness to work outside of normal business hours.
• Experience in busy technical support departments.
• Knowledge of Check Point, F5, Juniper, or similar products is advantageous.
• Foreign language skills (German, French, Spanish) desirable.
• Experience in a technical field-based role.

Benefits

• Permanent contract.
• Standard hours of work are 9.00 am – 5.30 pm with one hour for lunch.
• Participation in an on-call rota.
• Opportunity to work with leading technology manufacturers.
• Supportive and diverse working environment.