This is a fantastic opportunity for an experienced customer-facing Senior Technical Support Engineer (m/f/d) to join our team. You’ll be helping make our customers successful by providing high-quality, efficient support for our virtualization-based security solutions and cloud customers. The Senior Technical Support Engineer (m/f/d) interacts with our customers and takes ownership of technical issues through to resolution, using a variety of tools, resources, and expertise.

Our ideal candidate will have a passion for customer satisfaction and excellent technical and time management skills. You’ll work well within a team but will be able to work through hard problems independently and have a self-motivated enthusiasm for continuous learning.

All applicant MUST have high level bilingual proficiency (both written and verbal) in English and French- Applicants who do not meet this requirement will not be considered.

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What will you be doing day-to-day?:

Fulfil incoming incidents, requests, and escalations, assisting customers and stakeholders in a courteous and professional manner

Perform technical problem diagnosis and resolution

Schedule, manage and deploy configuration changes/endpoint updates to our customer cloud environments

Schedule, manage and health-check customer cloud environments

Provision and deprovision customer cloud environments

Assess, analyse and make technical recommendations to improve customer supported cloud platforms

Schedule, manage and deploy configuration changes/endpoint updates to our customer cloud environments

Through effective communication, ensure customers are well informed

Where appropriate, perform customer follow-ups to gather further information to drive issues through to resolution

Follow support and business processes accurately with attention to detail. Proactively look for opportunities to improve the efficiency and quality of our services

Responsibility for customer-facing support of pre-sales prospects, customers and partners.

Serving as a HP subject matter expert, educating customers on best practices.

Communicating with customers and stake holders via e-mail, ticket systems and remote conference calls.

The important criteria for joining our support team are:

Good analytical skills, demonstrating the ability to break down complex problems and a desire to get to the bottom of things.

Rich technical skills and passionate about new technology and the tech industry.

Detail-oriented, diligent and with the ability to multi-task and follow through on multiple cases.

Confidence to operate in a customer facing role, with excellent communication skills.

Ability to work with minimal direction, pick up n

Job Requirements:

Fluent in both French and English

Exceptional customer service skills, particularly the ability to empathise and follow through tasks to ensure customer satisfaction

Excellent organisation to ensure that many concurrent incidents are all being taken care of in a timely manner

Direct work experience in a similar environment (ideally supporting external clients)

Experience with managing and supporting customers in a cloud environment or SaaS style service

Prior experience troubleshooting and maintaining Windows Operating environments

Knowledge of enterprise endpoint deployment tools

Solid understanding of networks and networking protocols

The following skills and attributes are a plus:

Bachelor’s degree in Computer Science/Engineering or related technical degree or equivalent

Experience deploying, configuring and/or supporting endpoint security products

Good understanding of virtualization products and concepts

Practical working experience with PowerShell or Python scripting new concepts and technologies quickly are highly desirable.

What do we have to offer?

Employee-oriented corporate culture - our «HP Way»: we value enthusiasm, regular feedback, trust and respect within our teams. We want to promote meaningful innovation within each and every employee by giving them the opportunity to grow from their mistakes and get new inspirations through collaboration in our regional/global teams

A well-adjusted work-life-balance due to flexible working hours and home office regulations

Attractive salary package with additional benefits, such as 30 paid leave days, company pension plans, a long-term time account, bike leasing, employee counselling programs, wellness initiatives etc.

Multiple Employee Impact Networks such as Next Generation Network, Women’s Network and Pride Network which organize interesting trainings and after-work events to expand your network

You are convinced to be a perfect match? Then join our HP family and apply now! (please provide your CV in English)

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