Enterprise technical support advisor

Enterprise Technical Support Advisor Location IE-Cork Job ID Category Support Position Type Regular Full-Time Quest Software builds the foundation for enterprise AI with solutions in data governance, cybersecurity, and platform modernization.

More than 45,000 companies including 90% of the Fortune 500 trust Quest to solve their most critical IT challenges.

From securing identities and modernizing platforms to preparing data for AI, we help enterprises unlock their full potential.

Support Engineers will work as part of a Global Virtual team to provide a high standard of technical support to customers on our Platform Management suite of products specialising in Active Directory management software.

Stellar customer service andcall-handling skills and the ability tointerface, collaborate and prioritise customer issues with Development and effectively communicate solutions to customers is crucial to the role.

Responsibilities Maintain a personalqueue of ongoing customer ticketsuntil resolution.

Interface with the R&D, Sales, Product Management and Professional Services teamsto bring escalated issues toclosure.

Document all customer case details on our support portal (case tracking system).

Be pro-active in creating & publishing documentation in a customer focussed Knowledge Centred Support (KCS) environment.

Developing and attending training for self-improvement toassistand share knowledge with other engineers.

Troubleshoot customersissues by being able to recreate in support lab environments and by diagnosing potentially complex issues, effectively communicate solutions to customers.

Initiate,participateor lead, local and global projects.

Working with the following technologies.

Operating Systems : Windows Messaging : Microsoft Exchange On-Prem and Office 365' Directory Services : Active Directory Networking : DNS, TCP / IP Databases : SQL Escalate customer issues to Technical Support management and