Technical 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 seeking an experienced Technical Support Engineer to provide enterprise level support to their customers and partners. This is a very dynamic role where you will provide technical assistance troubleshoot and resolve customer problems interface with engineering on various product issues contribute to projects revolving around support tools knowledge management their growing market place of solutions and more. Responsibilities include- Providing technical support for enterprise customers. Develop a deep understanding of the product Troubleshoot technical issues to establish the root cause of problems and form a solution or workaround across a range of environments Provide documentation content and participate in online forum support for real-time questions from their users. Reproduce customer issues and if necessary file bug reports escalate cases to engineering and provide necessary documentation Requirements- Experience with the following systems is a must Unix (Linux Solaris Aix Hp-Ux Windows and Mac Os X. Understanding of regular expressions (Regex) and Python scripting Knowledge in the following areas is a plus Perl and shell scripting Xml Html Be able to isolate problems between hardware and software and provide information to appropriate development team(s) The ability to shift gears and focus is essential when supporting a product like theirs Solid knowledge of networking concepts Highly developed process-oriented skills for troubleshooting problem solving and problem resolution Superior written and verbal communication skills are a must. Must be able to work in a fast paced technical environment and support a product with frequent product releases and regular maintenance updates. 2 to 3 years experience in a Technical Support role Education- University degree or equivalent work experience

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