Support Engineer

• Provide fast-paced product and technical support to full portfolio of DataVisor clients via our support ticketing system
• Ability to triage support requests in an effective manner to ensure request prioritization is maintained
• Help monitor and manage internal alerts and dashboards in relation to system health, including but not limited to: API throughput and latency, UI functionalities, batch data pipelines, data backup and high availability system failover setup
• Gain and maintain deep knowledge about DataVisor products, system architecture, and customer use cases to independently provide timely support to customers on the basic product and system support requests
• Work closely with various Engineering teams (Infrastructure, Platform, Frontend, QA, etc.) and Product team on the escalation of serious product bugs or system issues, and facilitate the issue investigation, root cause analysis, and progress updates internally and externally
• Give clear explanation both internally and externally throughout the request handling process to ensure internal teams understand the issues and customer requests, and customers understand the technical explanation from internal teams about root cause and workaround suggestions
• Use Zendesk and Jira systems to document the issue symptoms, steps to reproduce, basic triage findings, Engineering investigation findings, possible workarounds, and solution planning
• Ability to analyze and track recurring support issues and trends to provide feedback on product enhancements and training

Senior Technical Support Specialist

• Act as a direct point of contact for customers on complex or technical issues via chat, email, and phone, particularly for escalated or high-impact cases.
• Become a product expert, developing a deep understanding of how Heidi works and how customers use it in real-world clinical contexts.
• Provide exceptional technical support by clearly understanding customer needs, communicating effectively, and resolving issues accurately and efficiently.
• Perform in-depth analysis and debugging of complex technical issues, applying sound judgment and care in high-trust healthcare environments.
• Own customer issues from initial contact through to resolution, ensuring timely, accurate responses within agreed service levels.
• Collaborate closely with engineering and product teams to understand, reproduce, and resolve complex technical problems - ensuring escalations are clearly documented well-scoped, and aligned with customer impact.
• Monitor server health, system status, and bug reports, taking immediate action to mitigate impact, escalate critical issues, and prevent recurring problems.
• Proactively identify systemic or recurring issues and contribute to improvements across tooling, processes, and systems that increase product reliability, support efficiency, and the team’s ability to scale, including helping identify and address recurring issues.

Customer Support Engineer

• The **Technical Support Specialist** is a high-visibility role on a vital team focused on delivering exceptional customer service to the EIS client base. Tasked with initiating proactive measures that result in decreased case volume and resolution time, the Technical Support Specialist provides feedback and support to Engineers and Developers – and then back to the client. They are the ultimate team player.
• The Technical Support Specialist also plays a key role in maintaining the customer relationship and acts as an escalation point for production environment issues. Acting as an incident commander when critical situations arise, the Technical Support Specialist provides steady guidance to bring problems to quick resolution.
• Lastly, the Technical Support Specialist ensures correct configuration of the Support tech stack, adoption and ongoing usage. The Technical Support Specialist is focused on engaging directly with internal and external customers to understand their needs, guiding them in successful use of the support software and advocating for process and product enhancements that improve the overall customer experience and system optimization.

Technical Support Specialist, French Speaking

• Provide Level 2 / senior technical support for end‑user incidents and service requests in line with ITIL 4 Incident Management and Service Request Management practices.
• Act as a senior escalation point for complex issues across end‑user devices, Microsoft 365 applications, and collaboration services.
• Log, triage, update, and resolve tickets using the ServiceNow ITSM platform, maintaining high data quality and audit-ready records.
• Deliver advanced support for Microsoft 365 E5 productivity services, including Outlook, Teams, OneDrive, SharePoint, Microsoft Teams Rooms and Office applications.
• Provide on‑site technical support at Dublin HQ and remote support to users across Europe and the United States, where necessary.
• Support laptops, peripherals, printers, mobile devices, and collaboration hardware throughout their lifecycle.
• Perform onboarding and offboarding activities i.e. joiner and leaver process, including device provisioning, configuration, and decommissioning end user devices.
• Use ServiceNow as the system of record for incidents, service requests, problems, tasks, and knowledge articles.
• Support continuous improvement of ServiceNow workflows, categorisation, knowledge usage, and reporting accuracy.
• Adhere to defined SLA, OLA, and KPI targets , contributing to improved service performance and user satisfaction.
• Engage with Microsoft Unified Support for advanced troubleshooting, escalation, and technical guidance.
• Coordinate vendor interactions, share diagnostics and logs, and track escalations through to resolution in line with Supplier Management practices.
• Support end-user issues relating to security and access controls within the M365 E5 ecosystem (e.g. MFA, Conditional Access, endpoint protection), in alignment with organisational security policies.
• Escalate security-related incidents or anomalies appropriately to IT Security Team.
• Create, update, and maintain knowledge articles, SOPs, and troubleshooting guides within ServiceNow Knowledge Management.
• Share expertise and best practices to improve first-contact resolution and overall service maturity.
• Identify opportunities for Continual Improvement , feeding insights into service reviews and improvement initiatives.
• Deliver a consistent, professional, and customer-focused user experience, including VIP and executive-level support .
• Communicate technical issues and resolutions clearly to both technical and non-technical stakeholders.

• Manage and mentor a team of Product Support Engineers.
• Handle customer escalations and troubleshoot complex issues.
• Ensure seamless product support delivery.
• Measure success through KPIs: response and resolution time, customer satisfaction score, case closure rate.
• Conduct performance management and personal development plans for team.
• Oversee product upgrades in customer environments.
• Collaborate with cross-functional teams to resolve escalated customer issues.

Product Support Engineer – Team Lead

• Collaborate across teams to assist in solving complex technical customer problems across our product suite.
• Strong analytical and technical troubleshooting skills.
• Impeccable customer service skills and display genuine empathy towards customers.
• Work closely with our software engineering teams to resolve advanced customer issues.
• Support New Relic customers by resolving various installation, configuration, and data exploration requests.
• Be an advocate for our customers to our Product Organization by providing feedback on feature requests and bugs that improve the customer experience of the New Relic platform.
• Advance your skills through additional training and exposure to other features and capabilities of our Products.

Technical Support Engineer

• Provide exceptional end-to-end support for issues related to account upgrades, provisioning, and the Provisioning Asset Group (PAG)
• Apply advanced troubleshooting techniques and utilize AI-powered diagnostic tools to resolve escalated cases
• Own customer issues via engineering interface to resolve technical bugs
• Utilize a broad technical toolkit including Salesforce, Jira, SQL, and internal Docusign logging systems
• Promote Docusign products and services through consultative evaluation
• Partner with cross-functional teams to ensure alignment on customer success plans

Provisioning Support Engineer, German & English Speaking

• Provide exceptional end-to-end support for account upgrades, provisioning, and the Provisioning Asset Group (PAG)
• Utilize AI-driven tools for technical issue resolution
• Collaborate with cross-functional teams for customer success
• Deliver technical training and documentation

Provisioning Support Engineer

• Develop a deep technical understanding of Ashby capabilities and systems to support diagnosis of technical issues and to drive timely and effective resolutions for customers.
• Leverage in-depth understanding of integration frameworks and related technologies to troubleshoot and resolve complex integration issues.
• Provide exceptional customer service, ensuring clients feel supported and valued.
• Work closely with the Ashby Engineering team to escalate issues, share insights, and contribute to the continuous improvement of our products.
• Create and maintain detailed documentation of support processes, common issues, and solutions to enhance the knowledge base.
• Gather, analyze, and relay customer feedback to the engineering team to inform product development and enhancements.
• Share expanding knowledge with the rest of the Support Team to assist with creating holistic understanding of the platform.

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Senior Technical Support Specialist

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Technical Support Engineer

Provisioning Support Engineer, German & English Speaking

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