Product Support Engineer

1 week ago

Singapore CloudM Full time

**Product Support Engineer**:
Product Support Team

Based in the APAC region, the Product Support Engineer will join a dynamic team of Engineers who specialize in providing high-quality support of the CloudM product suite to clients across the globe, ranging from organizations with many thousands of staff to small businesses supporting a handful of employees.

Full training will be provided on all CloudM products. As a Product Support Engineer, you will be expected to get your product technical knowledge up to speed rapidly and be self-sufficient in managing your workload with little supervision.
As part of ongoing check-ins with line management, progression to 3rd line will be reviewed on an ongoing basis throughout the year.

**What you’ll do**:

- To own and maintain your ticket queue.
- Take ownership of Incidents & Requests regarding the CloudM Product Suite.
- Schedule conference calls or Webex sessions to diagnose customer issues
- Liaise with other members of the PS Team, Product Specialists & development to ensure tickets are resolved within SLA
- Contribute to existing knowledge base repository where appropriate
- Must be flexible in regards to start and end times within core hours
- Contribute to the continual improvement of service & product
- Weekend work is a requirement

***:
**Key Skills**:

- Technical expertise in supporting software products
- Demonstrable experience in a customer-facing service desk role
- Good people skills
- Analytical and problem-solving experience
- Able to convey a clear message to people at all levels of seniority both verbally and in writing, often in video conferencing situations
- Excellent communication skills
- Confident and enthusiastic with a positive “can do” approach
- Excellent customer service (part of the CloudM culture)
- M365 and/or Google Workspace admin experience

***:
**Desirable Skills**:

- Experience within a technical service desk
- Experience with Zendesk Service Desk or other ITSM solutions.
- Experience in SaaS/IaaS
- Knowledge of Exchange/Office 365, Google Workspace, Lotus Notes, Novel Groupwise, or Zimbra would be highly desirable.

***:
**What you’ll get**:
In addition to the competitive salary (see our “Fair pay. Done right” commitment below), you’ll get private health insurance and company contributed pensions as standard.

We have a multitude of other benefits, including a market leading parental leave policies, unlimited paid holidays, regular opportunities to attain industry recognised training and access to a discounts and rewards programme (including discounted gym membership). We've also recently announced our Work From Anywhere policy

You’ll be invited to the bi-annual international company ‘kick off’ conferences, which are a great chance to meet your colleagues that you don’t see everyday.

**Location**:
Remote - APAC

**So what’s next?**:
**About Us**:
We have a brilliant team of more than 80 people in locations such as Manchester, Europe, USA and APAC. We’re still growing, and that means we need more brilliant people who share our ambition to join our team.

We’re committed to equal opportunities and actively promote a diverse and inclusive working environment, and fairness for everyone.

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