Software Support Engineer/Professional Services Engineer

To provide technical expertise to clients in implementing and customising the products and services, providing tailored solutions.  Ensuring successful integration within the clients existing systems, and focusing on maximising the value clients receive from the products & services. 

Key Responsibilities/Accountabilities

• Understanding client needs, gathering requirements, and designing customised solutions to address specific challenges. 
• Installing, configuring, and deploying company products or services in client environments. 
• Assisting with data transfer from existing systems to the new solution. 
• Integrating the company's product with other client systems and applications. 
• Identify solutions to improve application availability and stabilise customer experience.
• Providing training to clients on how to use the product effectively. 
• Diagnosing and resolving technical issues that arise during implementation or post-deployment. 
• Overseeing project timelines, deliverables, and ensuring successful project completion. 
• Staying current with the latest product features, industry trends, and best practices.
• Serve as a trusted advisor to clients, offering strategic guidance, best practices, and insights to help them derive the maximum value from our product.
• Conduct regular progress updates, status meetings, and post-implementation reviews with clients to ensure their satisfaction or identify areas for improvement, serving as the internal and external point of contact for client escalations.
• Collaborate with the development and support teams, promptly escalating and resolving technical issues or system discrepancies to maintain smooth operations for clients.
• Work closely with the development team, as well as responsibility for coding the automation of deployment, monitoring and resiliency.

Key Competencies

• Strong technical knowledge of the company's product or service 
• Excellent communication and presentation skills 
• Problem-solving and analytical skills to identify and resolve technical issues 
• Customer service orientation to build strong client relationships 
• Ability to work independently and as part of a team 

Skills and Knowledge

Essential

• Proven track record of delivering complex technical solutions, specifically with endpoint security products.
• Software debugging skills
• Knowledge of web technologies, API’s and data integration techniques.
• Solid understanding of system architecture, network protocols and google could platform.
• Experience with infrastructure security

Desirable

• Experience in supporting troubleshooting of SaaS-based security and/or endpoint agent technologies.
• Understanding of data classification methodologies and techniques to identify sensitive data types and define appropriate DLP policies.
• Experience with server configuration automation (Ansible / Terraform)
• Scripting skills (Python/Bash)