Technical Account Engineer

2 days ago

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Waratek

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Application Security • Secure Java Containers • Runtime Application Self Protection • Java Security • Cyber Security

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Description

• Providing technical support for resellers and managed service providers (MSPs) who are using Waratek’s portfolio of application security products with their own customers • Providing post-Production support for products and services as well as some pre-Production support/management for key customers during their Journey to Production • Personally guiding and trouble-shooting customer and account-facing technical issues • Coordinating with other internal teams such as PreSales, Sales, Engineering, Test Automation and other Customer Success Teams • Developing and improving the processes and tools used by Customer Success, especially those used by Support, to continue providing a world class global support service • Primary resolution point for issues and questions raised by MSPs • Developing and nurturing long term customer relationships • Tracking and resolution of customer issues and features • Creating, tracking and reporting on key Support Metrics and data

Requirements

• Strong problem-solving and communication skills • Strong analytical and organizational skills • Several years experience in a related role with customer-facing experience • Demonstrable experience with customer service software (e.g. Hubspot Service Desk, Zendesk, Service Now, etc) • Familiarity with scripting and interpreted languages such as BASH, Python, etc. • Comfortable working on a Linux and/or Windows based environment • Familiarity with project development software such as Confluence, Jira, etc. • A high level of fluency in English is mandatory (multilingual skills are an advantage) • Experience in a 24x7x365 space • Demonstrable experience with HubSpot (especially Service Desk) • A natural desire to deliver an excellent customer experience and develop effective client relationships • Experience of setting up, improving or scaling a customer support desk service and processes • Working experience of Amazon’s EC2 and Microsoft’s Azure • Knowledge and experience of application servers e.g. Tomcat, WebLogic, JBoss, Glassfish, etc. • Knowledge of SaaS and on premise solutions • Understanding of software security, e.g. OWASP Top 10 SANS Top 25 • Familiarity with Excel (for formulae, metrics, data and reporting)