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Customer Support Engineer

Susan Miedema

Job Specification

Job Title: Customer Support Engineer Reporting: Customer Support Manager
Location: London FTE: Full Time

The Role

Alveo has a very strong reputation within financial data management and supports a global client base of the world’s leading financial institutions.

As a Customer Support Engineer, you are responsible for delivering support services within SLA and to deliver world-class support services that echo the quality of Alveo products.

Your primary location will be the Alveo office in London, but you are part of the global Customer Support Services Team which provides remote and on-site 24×7 support to Alveo’s customers, located around the world. You will be the first line support contact for both customers with deployed installations and our managed service customers. You will work together with other support engineers and various internal Alveo (development) teams to provide a suitable solution.

Key Responsibilities

In this role you will be responsible for:

  • Responding to Support Requests raised by Alveo customers within the agreed SLA
  • Analyzing and resolving Support Requests that can be fulfilled within the first line (known issues in our existing knowledge base or to be resolved with instructions of experts within our company)
  • Passing Support Requests on to second line support or development teams when they require long term analysis or bug fixing. You will remain to be the primary contact for status reports on these issues
  • Making sure the impact and urgency of the Support Request is known and the steps to reproduce are described before passing on to second line
  • Building relationships with Alveo customers by proactive communication, regular calls and visiting customers where applicable to achieve a high level of customer satisfaction
  • Assisting customers with analyzing high-priority issues using remote access to connect to customer environments
  • Escalating important issues to management in a timely manner
  • When required, you travel to customers to troubleshoot and resolve issues that cannot be solved remotely
  • Working on standby service during non-business hours to cover 24×7 support for urgent production issues from customers on a rotating schedule with the rest of the Global Customer Support team
  • Working with customers and other support engineers located in different time zones
  • You will work as part of a team located over 3 offices around the world (London / Holland / New York)

Technical Competences and Experience

We are looking for someone who has the following technical competences and experience:

Technical Competences:

  • Extensive Experienced working with:
    • Unix/Linux
    • SQL
    • Java
  • Some programming/debugging knowledge of any type of script languages
  • Experience with (virtual) environments for the purpose of reproducing reported technical problems
  • Experience working with Alveo, Markit EDM, Goldensource would be a huge advantage

Experience:

  • Experience with ITIL Service Management / ISO20000 is desirable
  • Previous experience working withing a managed service environment or SAAS group would be an advantage
  • Understanding of Agile development is preferred.
  • Able to deal with Priority 1 incidents:
    • Coordinating tasks for customer activities and activities within Support and Development.

 Seniority level:

At least 5 years of experience in a technical client support role or similar

Qualifications and Training

For this position you require:

  • Bachelor’s degree in computer sciences, finance or sciences, or similar appropriate education/experience

Personal Attributes

  • You are able to work both independently and in a team. You have a professional image and are used to representing your company communicating with or visiting customers
  • You are fluent in English, which is used for both internal communication and external communications within the Alveo global organization
  • You are eager to learn, you have an analytical mind and have a go-get attitude
  • Client service is our absolute focus and a pro-active, customer oriented way of thinking is vital
  • Excellent interpersonal skills with the ability to communicate effectively at all levels with the business and externally

Alveo Values

Communication – communicate actively with your colleagues; be open -minded and transparent

Accountability – take responsibility and ensure something is done properly

Empowerment – feel empowered to help the company to move faster and to innovate

Respect – treat colleagues as you expected others to treat you

Client Focus – put the client ahead of everything you do

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