Support Engineer

Overview 

Peer Software is searching for a talented and enthusiastic individual to join our team as a Technical Support Specialist. If you are passionate about technology and enjoy helping customers solve complex issues, this role is a perfect fit for you. 

As a Support Engineer, you will play a pivotal role as the primary technical liaison for our customers, embodying our customer-first philosophy. We are looking for someone who is passionate about continuous learning, dedicated to helping global enterprise customers and who thrives in a dynamic and growing environment. 

We require a Support Engineer who can handle multiple responsibilities along with effectively working with the various groups inside the company. This position can be remote anywhere in the UK. 

Job responsibilities 

• Respond to customer inquiries via phone or email providing technical assistance and resolving issues effectively within stringent SLAs. 

• Remotely troubleshoot and diagnose software incidents, guiding customers through step-by-step solutions or escalating incidents to higher-level support teams when necessary. 

• Document and track customer interactions, incidents, and resolutions in a timely and accurate manner using our internal ticketing system. 

• Collaborate with other support team members and departments to ensure timely resolution of customer issues and effective communication of solutions. 

• Simulate and recreate incidents to provide detailed resolutions based on actual customer experiences. 

• Contribute to technical knowledge base articles to aid and assist customer portal self-service resolution. 

• Participate in the on-call out of hours support service. 

• Undertake regular training sessions and workshops to stay updated on product developments and enhance technical skills. 

• Maintain a positive and professional attitude while handling challenging situations and ensure that all interactions reflect our commitment to excellent customer service. 

• Undertake application log file analysis for incident diagnoses or development escalation.  

 

Essential skills and experience 

• The ability to build strong relationships and gain the trust of the customers you support. 

• Excellent customer service with the ability to communicate clearly and effectively. 

• Great problem-solving skills with the proficiency to see any challenge through. 

• Excellent and proven technical skills within Windows and Linux environments, adept at troubleshooting and resolving issues. 

• Experience in supporting critical systems and infrastructure with the ability to prioritise and escalate quickly, as required. 

 

Desired skills 

• Extensive knowledge of Windows and Linux operating systems. 

• Experience with Virtualization, Backup, High Availability, and Networking technologies. 

• Proven experience in collaborating with other internal groups to deliver solutions that meet customer expectations. 

• Must be able to prioritize and manage a case load consisting of multiple customer issues simultaneously. 

• Ability to be flexible and take on additional responsibilities where required. 

• Exposure to enterprise storage (Windows/NetApp/DELL/Nutanix). 

• Detailed knowledge of Microsoft Server and domain administration. 

• Knowledge in the administration and monitoring of Cloud based computing (AWS/Azure). 

 

About Peer Software 

Peer Software is a fast-growing global software company that is a recognized leader in file management and data orchestration. We are driven by a culture that values mutual respect, integrity, hard work and focuses on the long-term success of our customers. If you believe you share our values, we’d love to hear from you!