Technical Customer Support Engineer

About us:

Penlink is a global leader in digital intelligence solutions. Our advanced technologies simplify complex data, empowering public safety organizations to make informed decisions quickly and effectively. We believe in the power of data-driven intelligence to accelerate clarity in decision-making for global security, strategic operations, and the most critical missions. Headquartered in the US with offices worldwide, including Westminster, London.

Job Description:

We are seeking a talented, driven, and detail-oriented Technical Customer Support Engineer to join our Global Support team and be based out of our London Office. In this role, you will be responsible for providing a professional environment delivery and ongoing customer support to our customers. You will become a subject matter expert on the Penlink platforms, investigating and solving the most unwieldy and complicated client technical issues. Joining an established and successful local team, this is a hybrid position, with time primarily split between our central London office and home. Your primary focus will be to support the North West Europe region, but as part of the Global team and therefore will take on tickets from around the world.

Responsibilities:

• Primary customer contact for all incoming calls and assigned customer cases by providing telephone, web, and email-based technical support for Penlink products.
• Manage resolutions with members of the Support and R&D organization.
• Ensure a high level of communication with customers to meet expectations and contractual agreements. Provide regular updates on the progress of each incident, and provide high-quality, creative, and timely solutions.
• Learning new software releases and systems updates ahead of releases.
• Provide continuous feedback on product improvement to R&D and the product house.
• Be part of the local and global teams, which involves pre-scheduled out-of-office hours coverage.
• Other duties and responsibilities as assigned.

• A minimum of 3 years experience as an application support engineer.
• Fluency in English in mandatory. Proficiency in additional languages is an advantage.
• Excellent written and verbal communication skills, with ability to work with global customers and colleagues is essential.
• Strong customer-facing and team working skills are necessary for this role.
• Excellent understanding of Windows Server, networking concepts and troubleshooting techniques is critical as is experience of installing, configuring and maintaining servers.
• Familiarity with MS SQL is a must, whilst VMware ESXI is advantageous.
• Knowledge of and experience deploying infrastructure (IaaS) solutions to Cloud platforms such as Azure and AWS is an advantage as is experience operating firewall platforms and VPN technologies.
• UK resident who holds or is willing to obtain SC clearance is needed.