Senior Technical Support Engineer
Current• SME/Level 4 Product Expert for in-house F-Secure Consumer products and other support tools.• Managing highest escalations from consumer and partner sales teams, on Major Incident (Priority 1 and Priority 2) incident cases and sending out notifications following the agreed-upon SLA utilizing the ITIL incident management process.• Monitor AWS costs promptly and optimise cloud deployment expenses against business demands• Perform first-level incident response and service resolution for AWS cloud instances to ensure business operations are unaffected• Prepare a security assessment report; documenting the issues, findings, and recommendations from the security control assessment.• Conduct initial remediation actions on security controls based on the findings and recommendations of the security assessment report and reassess remediated controls, as appropriate.• Proofread Knowledge Article written by a colleague to correct spelling, punctuation and grammar before external publishing.• Utilized exceptional writing, editing and proofreading skills to produce engaging and error-free content for technical-related articles in the knowledge repositories.• Provide technical support and be the escalation point for various Internet Service Provider partners worldwide that use our F-Secure software. (e.g. AT&T, Verizon, Docomo, Cogeco, Eastlink, Telebec, Xplornet, Virgin Media, Frontier, Telia Sonera, Vodafone, Comcast, KPN, CelcomDigi, StarHub)• Multiple modes of support are English-speaking customers worldwide via phone, email, chat, and Remote Support.• Follow up with clients to verify optimal customer satisfaction following support engagement and problem resolution to achieve the target CSAT and NPS• Conduct and facilitate ad-hoc training on CRM (Salesforce), VOIP (Vonage), GDPR and F-Secure products for new joiners in the company.
