Awingu is looking for an enthusiastic colleague to join our product support team as a full-time product support engineer. This role is a highly varied position at a Belgian Software Vendor and your main responsibilities will be to support our IT partners and end customers via email and remote technical interventions. You will also be responsible for creating and maintaining support documentation, faqs, and best practices within the team. The product support team works closely with other departments such as development, sales, and customer success, to provide the best possible service for Awingu customers around the world.

Awingu is an ever-evolving product with an ever-evolving customer base. Because of this, you can be assured that you will have access to, and challenges dealing with a large variety of technologies in a large variety of environments.

Your Profile

You have experience with Windows Server technology (AD, RDS, file server…) and IT infrastructure in general (virtualization, cloud environments, networking…), experience of basic Linux command line manipulation is a plus point. The most important qualities that we seek, is someone who is enthusiastic to learn, enjoys a challenge, a social individual, and somebody who enjoys supporting customers and striving for a high quality of service.

The ideal candidate

• Experience in an IT technical customer support role
• Meets most of the competences
• Has a positive and professional attitude. Somebody who takes initiative and is result-oriented
• A fast and enthusiastic learner
• Enjoys working with people and is a team player (with colleagues, customers, and external partners)
• Someone who is able to work independently and with limited supervision
• Fluent in English (written & spoken)

Competences

• Good Windows Server (RDS, Domain, Certificate, File server…) knowledge
• Basic Linux command line manipulation
• IT infrastructure knowledge (networking, firewall, reverse proxy, cloud/virtualization, etc.)
• Basic web application/server understanding
• Knowledge of IT security best practices
• Knowledge of authentication protocols (LDAP, SAML, OpenID) and external IDP’s
• Ability to prioritize workload
• Flexible

• Ticket Management / Issue follow-up
• Problem Diagnosis / Technical troubleshooting
• Documentation / FAQ / Product guides
• Bug / feature request reporting & verification
• Issue replication
• Technical interventions with IT partners
• Incident management
• Customer/partner technical advice
• Software patch application
• Communication management between various involved teams (sales, customer success, product)
• Ensuring response and resolution SLA’s are upheld
• Support partners with their customers’ environments and integration with the Awingu product