Product Support Engineer (Defence, Remote)

Job summary

The role involves providing high-quality 2nd and 3rd level support for customers utilizing defence products and services, focusing on incident handling, product licensing, and process improvements.

Qualifications

• Several years of experience in a similar support role for software products in customer environments.
• Relevant education in IT, such as IT-supporter, Data Technician with a specialty in Programming, or Computer Scientist.
• Strong communication skills in English, both written and spoken.

Responsibilities

• Deliver technical support to external defence customers and internal users.
• Resolve product-related incidents and service requests in collaboration with product development teams.
• Manage product licensing and support the online delivery system.
• Collaborate with stakeholders to enhance support processes.
• Develop tools and functionalities to improve customer experience.

Skills

• Experience with ticketing systems (e.g., Ivanti).
• Proficiency in Microsoft Outlook and Office tools.
• Familiarity with JIRA for task and workflow tracking.
• ITIL Foundation or Practitioner certification is advantageous.
• Experience in the Defence sector is a plus but not required.

Education

• Relevant IT education is required.

Tools

• Ticketing systems, Microsoft Office, JIRA.