Support Engineer

Department: Technical Support
Location: Remote / Onsite days in Person (Once a month, typically in the UK – South West Region)
Hours: 37.5 Hours a week – Monday to Friday (Flexibility required to support shift patterns of the team)
Reports to: Head of Support

We are seeking a proactive and technically skilled Support Engineer to join our dynamic team at Transvault. The Support Engineer will be responsible for providing world-class technical support to our customers, assisting with the troubleshooting and resolution of complex issues related to our email migration and archiving products. This position is ideal for someone who thrives in a fast-paced environment, enjoys solving complex technical problems, and is committed to ensuring customer satisfaction.

Technical Troubleshooting:

• Provide technical resource (including direct communication and remote sessions) for clients, Partners and 3rd party vendors when required.
• Be a trusted adviser to global partners and advise them in data management and migration strategies.
• Undertake issue resolution working with the rest of the support & engineering teams.
• Use our internal ticket management system to create and update Support incidents and requests.
• Mentoring of Partner Engineers – transferal of knowledge and skills.
• Mentoring of other members of the Partner Support team.
• Be authoritative and knowledgeable about key features and functionality of Transvault products.
• Act as a subject matter expert/guru for appropriate Transvault products.

Improvement Actions:

• Involvement in Internal Projects as required including:
  • New Process Improvements
  • Documentation Improvements
  • Internal System Changes
• Get involved in new technologies and solutions as appropriate to help migrations.
• Ensure Transvault Engineering are made aware in a timely way, of any issues that might arise – to help reduce project impact.
• Opportunity to be involved in the creation of new product ideas and development.
• Root Cause Analysis and/or code level investigation.
• Raising of defects & new features with products.

Documentation & Training:

• Contribution to, and review, Knowledge Base (KB) articles.
• Authoring and review of ‘How To’ articles, improving Product Resources.
• Keep up-to-date with relevant technologies, systems and platforms, and the email and archiving markets.
• Attend training courses as required, either remotely, via the web, or on-site and undertake certification as required by the company.
• Provide updates and overview of knowledge gained from training to colleagues across the business.
• Testing & Services Migrations.
• Involvement in User Acceptance Testing [UAT] across the range of Transvault projects.
• Occasional involvement in Transvault Services migrations, including some or all of initial review, installation and Pilot, through to ongoing migration management.

• Ticket Updates: Response to Partner Requests, Issue Resolution, Call Summaries.
• Response and Resolution Times of Tickets.
• Knowledge Base articles: Creation and Review.
• How To Guides and Ad Hoc Support documentation.
• Ad Hoc Projects.
• Training plans and outputs of learning.
• Transvault Services Migration Project documentation & update reports.

• Awareness of ITIL principals (Specifically incident, request, problem and change).
• Experience writing documentation (Knowledge base, release notes, internal articles).
• Confident and Calm under pressure.
• A mentoring style.
• Professional & courteous to Partners and Clients.
• Client Focused and Empathetic, always putting the Partner first.
• Proactive and able to time manage and self-schedule based on priorities.
• Structured and formal, yet flexible to cater for changes in requirements.
• Imaginative and creative to combat technical issues and problems.
• Extensive experience as a subject matter expert (SME) with relevant technologies.
• Confident in dealing with and resolving conflict in complex situations.
• Be process-driven and self-motivated.
• Excellent team player.

• Must be comfortable problem solving in Microsoft server environments & applications (e.g. Exchange, Microsoft 365, SQL server, Windows 2010 and above) though specialist knowledge of specific MS products isn’t a prerequisite.
• Microsoft SQL Server:
  • T-SQL language
  • Performance tuning and DB administration
• NET Framework/.NET Core:
  • Understanding of XML format configuration files
  • Debugging techniques and tools (e.g. WinDbg)
• Other desirable skills (But not essential):
  • Exchange Web services
  • HTTP communications and debugging with tools
  • Microsoft Exchange Server (On-Prem and Online)
  • Microsoft Azure
  • Microsoft/Windows Active Directory
  • MFCMAPI and EWS Editor

These are our defining principles for how we do business. They set the personality of our organisation and guide the behaviours of everyone who works for us.

• We do the right thing
  We say it straight and do it right. Every time. No excuses and no shortcuts.
• We inspire the individual
  We believe that every individual’s experience matters – focusing on the people at the heart of data.
• We deliver with pride
  We focus on outcomes. Going above and beyond to deliver the result our clients need.
• We go further together
  We act with ambition and leverage our combined potential to achieve the seemingly impossible.

Since building the world’s first email archive migration tool in 2006, Transvault has successfully delivered thousands of migration projects across the world. We combine world-class technology with unrivalled expertise, experience and integrity; delivering Cloud Office migrations quickly, securely and seamlessly. Secure, robust, adaptable and extensible, our technology has been the driving force behind some of the world’s most challenging migrations.

From the straight-forward to uniquely complex, we focus entirely on outcomes; going above-and-beyond to make each project a success. When we come across a challenge, our commitment to adaptive development and market-leading support ensures we always deliver.

We’re passionate about solving complex challenges, so we say it straight and do it right. No excuses, and no shortcuts. World-class technology meets integrity. There’s no substitute for hard work, and our Partners, Managed Services and Support Teams work tirelessly and collaboratively to get the job done.

It’s why business trusts in Transvault.