Senior Technical Support Engineer (m/f/d)

Senior Technical Support Engineer (m/f/d)Description -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.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 new concepts and technologies quickly are highly desirable.What will you be doing day-to-day?:Fulfil incoming incidents, requests, and escalations, assisting customers and stakeholders in a courteous and professional mannerPerform technical problem diagnosis and resolutionSchedule, manage and deploy configuration changes/endpoint updates to our customer cloud environmentsSchedule, manage and health-check customer cloud environmentsProvision and deprovision customer cloud environmentsAssess, analyse and make technical recommendations to improve customer supported cloud platformsSchedule, manage and deploy configuration changes/endpoint updates to our customer cloud environmentsThrough effective communication, ensure customers are well informedWhere appropriate, perform customer follow-ups to gather further information to drive issues through to resolutionFollow support and business processes accurately with attention to detail. Proactively look for opportunities to improve the efficiency and quality of our servicesResponsibility 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.Job Requirements:Fluent in both German and EnglishExceptional customer service skills, particularly the ability to empathise and follow through tasks to ensure customer satisfactionExcellent organisation to ensure that many concurrent incidents are all being taken care of in a timely mannerDirect work experience in a similar environment (ideally supporting external clients)Experience with managing and supporting customers in a cloud environment or SaaS style servicePrior experience troubleshooting and maintaining Windows Operating environmentsKnowledge of enterprise endpoint deployment toolsSolid understanding of networks and networking protocolsSolid understanding of virtualization products and conceptsThe following skills and attributes are a plus:Bachelor’s degree in Computer Science/Engineering or related technical degree or equivalentExperience deploying, configuring and/or supporting endpoint security productsWhat 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 teamsA well-adjusted work-life-balance due to flexible working hours and home office regulationsAttractive 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 networkYou are convinced to be a perfect match? Then join our HP family and apply now! (please provide your CV in English)#LI-POSTJob -ServicesSchedule -Full timeShift -No shift premium (Germany)Travel -Relocation -EEO Tagline - HP Inc. is EEO F/M/Protected Veteran/ Individual with Disabilities.