Job Title: Technical Support Engineer
Location: Dublin, Ireland (Hybrid)
Contract Duration: 11-Month Contract
Role Overview
We are seeking a Technical Support Engineer to deliver exceptional customer support while resolving technical issues related to a cloud-based enterprise platform. This role is customer-facing and requires strong troubleshooting skills, technical aptitude, and the ability to communicate clearly with users at all levels.
The successful candidate will develop in-depth knowledge of the platform and associated cloud technologies, follow best practices in case management, and work collaboratively with internal experts to resolve complex technical issues while maintaining high customer satisfaction.
Key Responsibilities
- Provide high-quality technical support to customers via phone, video conferencing, and written communication.
- Troubleshoot and resolve technical issues related to platform functionality and unexpected system behaviour.
- Analyse logs, system data, and configuration details to identify root causes and propose solutions.
- Manage multiple support cases simultaneously while maintaining excellent case hygiene and documentation.
- Communicate effectively with customers to manage expectations and ensure a positive support experience.
- Collaborate with internal engineering and specialist teams to resolve complex issues.
- Create and maintain knowledge base articles to improve operational efficiency and enable customer self-service.
- Continuously upskill and stay current with platform enhancements and evolving technologies.
Technical Skills & Experience
Required
- Strong troubleshooting and problem-solving skills.
- Ability to read and understand basic Java and/or JavaScript code.
- Experience with HTML, CSS, and/or XML.
- Working knowledge of web application architecture and components.
- Good understanding of relational databases (e.g., MySQL, MariaDB, Oracle).
- Hands-on experience using browser developer tools (Chrome DevTools, Firebug, etc.).
- Fundamental understanding of ITSM, ITIL, and CMDB concepts.
- Experience administering or supporting Linux/UNIX or Microsoft Server environments.
Qualifications
- Degree in Computer Science or a related technical discipline.
- 2+ years of customer-facing technical support experience.
GCS is acting as an Employment Business in relation to this vacancy.
Technical Support Engineer
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