Technical Support Engineer EMEA

In2 Resourcing are representing a fantastic global software company operating in the Enterprise Video space who are looking to grow their EMEA support team. Our clients work with large Global corporations and their Video Platform is utilised by banking / financial customers to share content across the corporate network with their employees. The role is joining their EMEA support and Operations team responsible for delivering quality 24x7 Technical Support to Enterprise customers. As a Technical Support Engineer you will be working from home supporting EMEA customers in a varied and fast paced support 1st-3rd line support environment. The Support Engineer is responsible for: * Providing workarounds or solutions to customer problems * Escalating issues as needed to Support management for assistance from Engineering, Operations, Professional Services, QA, Sales, etc * Responding to customer-reported issues on a timely basis (meeting SLA targets) * Collecting and analyzing customer information to identify root cause of customer problems * Ensuring customer satisfaction with products and personnel * Providing regular updates to customers during weekly calls * Acting as a partner with customers and their vendors to jointly solve complex problems * Contributing to the Support and Operations community * Becoming familiar with new technologies, including product offerings as well as other tools needed for outstanding support * Monitoring scheduled Live events for customers as needed QUALIFICATIONS: The ideal candidate for Senior Customer Support Engineer possesses * Strong inter-personal, oral and written communication skills. * Experience working with various internal groups such as Operations, Engineering, QA, and Sales to address customer issues * Recognized for a “customer support” attitude such as being responsive to customer requirements * Ability to multitask and prioritize between competing activities * Demonstrated ability to communicate with user(s) on technical and non-technical issues * BS in Computer Science, Engineering, or equivalent * Demonstrated success with a range of areas such as * Analyzing customer error logs to identify root cause of issues * Identifying potential network issues, including firewalls, proxies, constrained WAN bandwidth and latency, packet loss etc * Knowledge of relational database queries particularly using MySQL (MySQL workbench or toad for MySQL, etc) * Basic knowledge of authentication systems SAML/ADFS/SiteMinder * Building and testing custom clients for customers * Transcoding and distributing video content, including understanding of mpg/avi/flv file formats, encoding; Windows Media Player, Quicktime, VLC using tools like HandBrake * knowledge of MacOS, iOS, and Android a plus * using encoders such as Adobe FMLE or Wirecast for Live stream generation * using basic CRM systems to manage cases * using HTML and Javascript knowledge to troubleshoot IE, Chrome or Safari issues with clients * using knowledge bases to share information about known issues * Knowledge of basic Linux system administration is a plus * Providing Windows 7/10 / MacOS support for installed clients, including software installation and removal, regedit For a completely confidential discussion regarding this role please contact Russell Brown on (Apply online only) or email