We are looking for a Support Engineer to provide enterprise level, high-quality technical support to our customers for the Netsparker products. Support Engineer deliver effective technical customer support to our rapidly growing customer base, delivering solutions to both technical and non-technical end users worldwide via telephone, the Netsparker Support System, and other channels as required.
As this position requires communicating with customers worldwide, speaking-level English is a must.
Responsibilities/Brief Job Description:
- Take ownership of customer issues reported and see problems through to resolution
- Research, diagnose, troubleshoot and identify solutions to resolve customer issues
- Remotely connect to customers’ installations to troubleshoot their issues
- Review product’s log files to gain further knowledge of problems encountered by customers
- Escalate unresolved support tickets to tier 2 support
- Provide prompt and accurate feedback to customers
- Ensure proper recording and closure of all issues
- Assist the Netsparker sales team, resellers and distributors with technical queries
- Suggest new technical content when needed, such as blog posts and articles
Essential Technical Skills Required
- Proven working experience in enterprise technical support, IT support or as a technical engineer
- Knowledge of Windows, and general desktop support issues
- Detailed Knowledge of HTTP protocol
- Basic TCP/IP and other networking concepts
- Familiarity with some network tools like Fiddler, Wireshark
- Experience with basic web development, HTML, and SQL
- Familiarity with basic security topics such as XSS and SQL Injection
Personal Skills Required
- Excellent written and verbal communication skills (Turkish and English)
- Self-motivated and goal-oriented
- Ability to work remotely as part of a virtual team
- Good interpersonal skills
- Strong problem-solving skills
- Excellent client-facing skills
Benefits
- Best hardware and software
- Competitive salary
- Continuous learning and development opportunity through qualified technical resources
- Global technical conference attendance opportunities
Location
Remote or Netsparker Istanbul Office
