Mar 18, 2022

Tier 3 Support Engineer - EMEA

  • PaperCut Software
  • Bracknell, UK

Job Description

Are you passionate about creating incredible customer experiences and enjoy the dynamic nature of the software industry? If so, we need you!

Joining our EMEA Support team, you'll play an essential role in ensuring our customers are equipped and able to maximise the use of our products. You will help cover our customer's needs, which as demand grows, may include being part of a roster rotation that includes regular weekend coverage.

After 20+ years we still have our first employees, first resellers, and first customers. Our success is not measured by profits and business metrics, but instead by the impact we've had on our 110 million users across 70,000 organisations in 195 countries. We're engineering-driven and fuelled by coffee. We build things that make a difference to our planet and have fun doing it.

Some of the things you'll do...

  • Keep our customers front of mind as you investigate, solve and escalate (when needed) a variety of different problems.
  • Work as part of a network of global support teams responding to enquiries that come in by phone, email, webchat and forum support.
  • ‘Assist channel partners with the PaperCut products, scripting, print domain and print queue management questions.
  • Contribute to PaperCut's growing technical knowledge base specifically in the infrastructure and networking space.
  • Consolidate feature feedback from customers and provide insight in product planning meetings.

What success looks like 6 months in...

  • Your speedy and comprehensive replies "wow" our customers and partners alike.
  • Motivated by your curiosity, each engagement with a customer presents an opportunity for you to improve and learn new ways to make them happy.
  • You make the most of your previous experience in IT Support (e.g. Deployment Tools) and your natural solutions-focused approach to support the unique requirements of our customers.
  • You're known by your colleagues as a collaborative, logical and calm troubleshooter who is passionate about continuous improvement for not just PaperCut, but for our partner ecosystem too.

What else you can expect from us...

  • PaperCutters have been working remotely to do our bit to slow the spread of COVID-19. We are now beginning to enjoy both working from home and from the office.
  • You will have access to our generous life insurance plan, parental leave, volunteer leave, and longevity leave (extra 5 days after every 5 years).
  • Our office in Bracknell has its very own tree, outdoor space, arcade corner and plenty of space for work and play. We also have access to a free shuttle bus service from/to Bracknell train station.
  • Hopefully, you love coffee, because we have unlimited espresso coffee at our in-house cafe. We'll even train you to be a barista, as we value quality in everything we do.
  • We're also open to alternative working arrangements you might appreciate, so please don't hesitate to highlight this during your application.
Our commitment to you...

Our hiring process lets you show off the very best version of yourself while learning all about us at the same time. Our pinky promise is a candidate experience that’s enjoyable, thorough, and fair. That’s our way of inspiring the world's brightest minds to become PaperCutters.

As an equal opportunity employer that values diversity and inclusion, we proudly encourage people from all walks of life to apply (even tea drinkers).

PaperCut is a proud 2022 Circle Back Initiative Global Employer – we commit to respond to every applicant.