PCI Pal

PCI Pal is in the market for an experienced customer service or technical support engineer to join our team as a Technical & Partner Support Engineer, helping us provide an excellent customer experience in everything they do across the Technical & Partner Support Team. The successful candidate will report to our Technical & Partner Support Manager to ensure we deliver our services to the highest standards for all of our customers. We are looking for someone highly organized with strong problem-solving skills who can help better our Partners and direct customers alike. - Have technical support experience (1st line required, 2nd line desirable), with experience in the SaaS industry being a particular interest. - Have an understanding of any of the following technologies with a presence in troubleshooting: Networking (IPSec VPNs, Routing, QoS) - Cloud Technologies (AWS Preferred) - Web Development (API Integrations, CSS, HTML, JSON) - VoIP Technologies (SBC’s, Wireshark) - Are tenacious in your problem-solving and are determined to see issues through to completion and ensure we never make the same mistake twice. - Can build strong relationships and credibility with customers, Partners and internal teams. - Are happy to work flexibly to meet project deadlines and customer expectations. - Are open to participating in our on-call rota to provide 24/7 support to our customers. - Providing first and second-line support to customers by logging, reviewing and resolving technical queries. - Tackling more complex faults passed up from our First-line support team. - Create documentation to support new and existing services/processes - Engaging Partners to lead regular Operation reviews and provide updates on case quality and training needs. - Managing and actioning alerts that will come in from our different systems across VoIP, Web and Dev Ops. - Building a knowledge base and improving the resources the team can rely on when assisting our customers. • 25 days PTO • Medical, dental and optical insurance cover • An exciting and flexible working environment surrounded by friendly and committed co-workers • “Work from anywhere” 2 weeks per year policy • Reward, benefits and wellbeing hub (offering support, discounts, cashback and savings) • Training and development opportunities • Ad-hoc team events, incentives and competitions