EMEA Customer Support Engineer

About Protecht
We are a fast growth Governance, Risk & Compliance (GRC) SaaS business. We provide world-class enterprise risk management, compliance, training, and advisory services to over 350 customers across various industry sectors through our offices across APAC, USA & Europe.


Our Purpose
Through our people, we enable smarter risk taking by our customers to drive their resilience and sustainable success. 
We use our passion and thought leadership in risk management to build and develop the best products, training, and support to help customers on their risk management journey.


Why join us?
At Protecht, a positive and super friendly culture awaits you, where learning is valued and supported. We empower our people through leadership, training, knowledge-sharing, and mentorship. Here are some of the perks of working with Protecht:

• A great opportunity to work within a dynamic team.
• A highly flexible culture – our way of working lets people work across home and our offices.
• A strong commitment to your learning and development - fortnightly dedicated L&D afternoons
• Reward & Recognition programs
• A strong focus on work / life balance with access to birthday leave, bonus days, and paid parental leave.
• Monthly social events
• Competitive remuneration and Annual Performance Bonus
• Generous Employee Referral program

• Provide prompt and professional technical support to customers via phone, email, and chat for escalated software application issues.
• Act as a liaison between customers and internal development teams to report product issues, enhancements, or bugs.
• Troubleshoot, diagnose, and resolve complex technical problems related to our SaaS application Protecht.ERM.
• Offer in-depth assistance with SQL queries, JavaScript issues, and AWS-based environments
• Communicate technical concepts in a clear, concise manner to customers with varying levels of technical expertise.
• Maintain a high level of customer satisfaction by providing timely solutions and proactive follow-ups.
• Stay updated with the latest product features, new releases, and updates to provide accurate guidance to customers.
• Troubleshoot database-related issues, including data retrieval, data integrity, and SQL query performance.
• Be part of a weekly on-call customer support roster.
• Document troubleshooting steps, solutions, and best practices in internal knowledge bases and customer-facing FAQs.

• Monitor recurring customer issues and report trends to the product and engineering teams to improve product quality and performance.
• Manage customer expectations regarding resolution times
• Use sound general tech knowledge i.e. web technologies, databases, SQL and Unix/Linux to dig into the problem

• Tertiary qualification in IT or related discipline.
• 2+ years of experience in a technical support role, preferably within a SaaS company.
• Strong working knowledge of SQL, including complex queries, database design, and troubleshooting.
• Strong troubleshooting and analytical skills to resolve complex technical issues.
• Experience supporting an External Customer base in a professional service focus organisation.
• Experience in diagnosing and solving performance, security, and configuration issues within web applications and databases.
• Excellent written and verbal communication skills, with the ability to explain technical issues to non-technical customers.
• Experience in working on AWS environments using Bitbucket and Jenkins pipelines.
• Working knowledge of PagerDuty, Splunk and Dynatrace

Is this role for you?
If you think this may be your next opportunity and you want to be part of a Great Place to Work™ – Certified organization, Apply online today!

To be eligible for this role, you must have full UK work rights.

Visit our website https://www.protechtgroup.com/ to find out a little more about working with us.