Product Support Engineer
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Job Description
Product Support Engineer providing world-class technical support to Blue Prism customers. Troubleshooting and resolving technical roadblocks while managing communications with customers.
Responsibilities:
- Troubleshooting, analysing technical problems and working with the customer and Blue Prism developers to resolve technical roadblocks
- Ensure all issues are resolved or escalated to the proper resources in a timely fashion
- Manage communications with customers at all levels to maintain positive relationships
- Managing customer issues within our CRM system
- Manage customer support technical issues daily, including verifying issues, isolating and diagnosing the problem, and resolving the issue where possible
- Provide technical support to customers, partners, sales engineers and post-sales consultants via telephone, email and the web
- Reproduce product behaviour to determine the problem root cause and to find workarounds and solutions
- Coordinate with other teams to assist in identifying, reporting and resolving product defects
- Write, review and maintain knowledge base articles
- Proactively contribute to the correct development of P1 BCS incidents
- Support and mentor other team members
Requirements:
- College diploma or bachelor's degree in a technology-related field (or equivalent work experience)
- 3+ years of industry experience in supporting enterprise software components
- Excellent written and verbal communication and problem-solving skills are essential
- A high degree of analytical, troubleshooting and problem-solving abilities
- In-depth knowledge and ability to troubleshoot currently supported Windows operating systems (servers and clients)
- Strong Windows administration skills with the ability to diagnose Windows system issues using the Windows Event Viewer logs
- In-depth knowledge and understanding of virtualisation technologies and platforms (e.g. Citrix, VMware, Hyper-V)
- Thorough understanding of and ability to use and troubleshoot the Microsoft Office suite (specifically MS Excel & Outlook)
- Thorough understanding of TCP/IP networks and security, LAN/WAN communication and configurations
- Understanding of KCS (Knowledge Centred Service)
- Good formal documentation skills
- Strong relationship management skills, establishing empathy with customers through insight into their business drivers and expectations.
Benefits:
- Professional Development Reimbursement, including access to SS&C University
- Competitive holiday scheme
- Competitive benefits designed to support the well-being of our staff
- Hands-On, Team-Customised training throughout your career
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