Senior Support Engineer - 3 Month (initial) Contract Opportunity - Outside IR35

Our rapidly growing client is providing cybersecurity software solutions to enable companies to identify vulnerabilities in their IT network and systems

As a Senior Support Engineer, your responsibilities will be the following:

Stakeholder management and project resource duties to support customers in the installation and configuration of the companies products
Provide support for project delivery of products with smooth transition to fully supported systems
Customer incident issue management and resolution if any product problems arise
Providing 1st line, 2nd line support as needed, predominantly providing 3rd line support working with Network Device Engineers and Engineering teams to validate and verify resolutions to any product related issues
Work closely with the Development, Product and Client Facing teams to meet all requirements, validate issues and resolutions, followed by root cause analysis
Product knowledge to walk customers through the product if needed. Conduct remote, classroom, and one-on-one end-user training as needed
A good understanding of network deployment and configuration to support the companies customers typical use of the network analysis product
Ensure all work adheres to appropriate change management, audit and compliance protocols
Create and maintain procedural support documentation
Respond to all associated incidents within designated SLA’s, identifying the cause of the issue, selecting and explaining the best solution to solve the issue, expediting correction or adjustment, and following up to ensure resolution
Ensure all versions under support are maintained at PLM and Releases
Contribute to support knowledge-base for internal Support Management System (SMS).
Onboard and train new Support team members as needed
Ability to adapt to shifting priorities, demands, and timelines. Willingness to travel to customer site if required

What you need:

Strong technical, support, implementation and communication skills
Experience in a similar role
Stakeholder management
Strong interpersonal skills & a service orientated attitude
Service Management Qualifications (such as ISO 20,0000 Service Management or ITIL )
CCNA, CompTIA Network+ or similar
Experience supporting multiple products including Enterprise level products
DevOps experience (AWS, containers and Docker - maintaining continuous integration)

Desirable: