Dedicated Support Engineer (london n1)

My client is is the leading provider of operational intelligence software which is used to monitor report and analyse real-time machine data as well as terabytes of historical data located on premise or in the cloud. Almost half of the Fortune 100 and more than 2600 enterprises service providers and government organizations in 78 countries use their flagship product to improve service levels reduce It operations costs mitigate security risks and drive new levels of operational visibility. The company are searching for a Dedicated Support Engineer who will develop business relationships with the strategic customers technical and management staff and provide technical support to the customer by gaining first-hand knowledge of their environment systems and configurations. You are the primary connection between the customer base and support. You are the customer advocate and will focus on building relationships influencing technology recommendations and decisions to ensure It investments align with customer objectives that are scalable for future growth. Responsibilities- Technical Account Manager for strategic accounts Provide direct Technical Support for designated strategic accounts Advocate for the customer internally by facilitating escalation of issues through appropriate internal organisations Deliver quarterly business reviews for managed accounts Participate in creating Statement of Work for solutions consulting Create product documentation for customer deployments Facilitate and manage weekly product support meetings Create weekly metric reports Requirements- Experience in the following Unix Windows and Mac Os X and solid knowledge of system administration and networking concepts 7-10 years It experience in enterprise software 5 years in a Technical Support role Advanced negotiation and facilitation skills Ability to appropriately handle tense stressful customer situations regarding issue resolution escalation strong organisational and project management skills with a focus on planning setting priorities and delivering results under tight deadlines are a must. Superior written and verbal communication skills Outstanding interpersonal skills including the proven ability to work across different audiences personalities and experience levels Ability to travel on occasion (less than 10 Education- Bachelors degree in Computer Science or Business required Master Degree is preferred

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