Purpose of Role:
Our EMEA Tridion Docs team have a new opportunity for a Technical Support Engineer. You will apply deep technical and customer support experience to deliver high quality support services and programs that achieve excellent customer satisfaction. 
The Technical Support Engineer builds strong credibility with customers, partners and internal stakeholders through superior customer service skills and technical know-how.
 

Key Responsibilities: 
* Effectively and efficiently supports customers on a variety of products by providing advice and guidance on the use of products and resolving issues
* Provides real time response\resolution to customer support inquiries for both on-premises and Cloud customers
* Interacts with customers over the phone, via e-mail and in online support sessions, using a structured approach to problem solving  
* Independently manages and prioritises workload to achieve deadlines and KPIs.
* Maintains support case status, including root cause, within the support case management system and documents resolution in knowledge articles
* Exercises independent judgement in selecting troubleshooting methods and techniques for bringing issues to resolution
* Applies deep customer service and product skills to quickly determine the nature of the customer issue and identify an appropriate course of action. For example: user errors vs. technical issues
* Ensures continuous monitoring/follow-up of customer issues until they are resolved, collaborating with other product support engineers, Professional Services, and R&D to resolve cross-product issues
* Escalates issues and involves others where needed to achieve a successful resolution.
* Improves customer service by contributing to knowledge management resources, identifying and communicating software defects and/or enhancements to product development, and identifying new information that would be helpful to customers
 

Experience Required:
* Proven track record meeting customer SLAs
* Technical experience supporting complex, client-server applications 
* Demonstrated concern in taking action for meeting and exceeding customers’ expectations and requirements
* Proven commitment to learning and development by proactively seeking and acting upon opportunities to grow new capabilities, experience, skills, and knowledge.
* Good knowledge of Microsoft Windows platforms (Windows Server 2016, 2019, etc.)
* Excellent verbal and written communication skills in English, with the ability to effectively communicate complex technical issues to technical and non-technical users

Desirable skills:
* Experience with: 
o Good XML knowledge - DITA knowledge would be a big plus
o Basic scripting or programming experience
o XML Editors (oXygen and XMetaL)
o Experience with SQL Server queries and commands
o Web Debuggers, Windows Debug tools, Fiddler, Wireshark, Postman etc
o Networks (IP, TCP, HTTP, SSL/TLS (Certificates), firewalls, proxy servers).
o ASP/ASP.NET, SOAP, WCF
o Server Authentication/Active Directory
o IIS would be advantageous