Senior Support Engineer


IC Resources

Listed on

10th November





Start Date


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)
  • AWS Cloud Practitioner or equivalent 
  • Project Management and network integrations
  • Familiarity with ISO processes
  • Familiarity with Agile development processes
If you think you fit the bill or would like to discuss similar roles, I would love to speak with you. Please get in touch with Jonathan Courtney.

Contact Name: Jonathan Courtney

Reference: TJ/801/V-193370

Job ID: 3287500

Top Skills Listed

Top Locations

You are currently using an outdated browser.

Please consider using a modern browser such as one listed below: