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Technical Customer Support Engineer



IT, Customer Service
London, UK
Posted on Thursday, February 8, 2024

Founded in 2014 in London, United Kingdom, Garrison has raised more than $70m to date from London investors including Dawn Capital, IP Group, NM Capital and BGF. Garrison’s strengths lie in its experienced and dedicated teams, building on years of expertise in cyber security to bring genuinely game changing technology to the industry.

Garrison is working to build the future of cyber security and is already deploying at scale in both the government and commercial space. Our existing customers are large organisations averaging over 50,000 employees each, across sectors including banking, insurance, media, telco, law and government.

Our working culture

We are an exciting start-up with ground-breaking technology; a very serious mission to solve real world problems, but with a positive and highly inclusive atmosphere, and an excellent work/life balance!

At Garrison we celebrate diversity and inclusion, and we’re focused on continuously improving equality for the benefit of our employees, products and community. We recruit, develop and retain talent purely on the basis of qualifications, merit and business needs.

We are proud to be an equal opportunity employer and we take every possible step to ensure that every person employed or seeking employment with us receives fair treatment. No-one shall be disadvantaged on the grounds of age, disability, gender, ethnicity, religion or belief, sexual orientation, marital and parental status, neurodiversity, social background, physical ability, illness or otherwise.

These are the employee benefits that we can offer you at Garrison:

  • 25 days holiday allowance per year (with the opportunity to purchase more)
  • Company pension scheme of 8% base salary (depending on minimum contribution)
  • Personal annual training budget
  • Share options
  • Perkbox discounts
  • Life assurance and critical illness cover
  • Employee Assistance Programme
  • Enhanced parental leave
  • Income protection
  • Cycle to work scheme
  • Interest-free season ticket loans
  • Daily fruit, snacks and drinks in our offices
  • Regular socials – such as games and quiz nights, picnics, theatre, and lots more

Overview of the role

N.B: Please note that the security clearance requirements for this role require the successful candidate to be a British national.

A fantastic opportunity has arisen within the Customer Experience (CX) team at Garrison, where you will be responsible for providing technical support and consultancy to make our customers’ journey with Garrison a resounding success.

You will focus on delivering best-in-class support and customer service to turn every customer into an advocate of Garrison, encouraging successful word-of-mouth recommendations to support long-term growth for our business.

The successful candidate will be sharp, technically literate, collaborative and highly personable with the ability to consult with technical and non-technical stakeholders, both internally and externally at all levels. You may come from a network/infrastructure support role, with the plan to move into something more client-centric, or you may simply be a technical individual that enjoys working with people.

You will be comfortable with our client support structure, where a “follow the sun” approach ensures that there is always at least one CS Engineer available to speak to Garrison customers. This will mean being part of an on-call support rota, providing phone cover for high priority incidents over weekends and bank holidays and embracing flexible start and finish times on working days.

Key responsibilities

Our Customer Support Engineers will be able to:

  • Develop a detailed understanding of Garrison’s products to articulate Garrison’s hardware enforced isolation capability in both highly technical language as well as simple, jargon-free language.
  • Prepare Garrison appliances for shipment to customers.
  • Provide ongoing support to customers and help manage associated ticket queues.
  • Provide administration services for the Garrison ULTRA Cloud Service.
  • Undertake root cause analysis on Garrison issues before working with the Garrison engineering team to plan a resolution.
  • Engage with Garrison's engineering teams to discuss product improvements and roadmap items from a functional, usability and performance perspective.
  • Carry out detailed product testing of new Garrison releases and features ensuring they work as expected and raise issues (with clear instruction on how to replicate) to the engineering team for investigation.
  • Conceive and help create customer success material (documentation, training videos etc.)
  • Be part of the 24x7 remote support rota (qualifying for additional inconvenience allowance).
  • Hold a UK security clearance.
  • Recognising the industry that Garrison operates in and appreciating the importance of following Garrison's information security policies.

As your experience increases, you may be asked to:

  • Engage with customer technical teams to help plan and support installation and deployment of Garrison appliances.
  • Support Garrison Proof of Concepts and evaluations.
  • Train customer teams to administer and support their Garrison deployment.
  • Develop a detailed understanding of the cyber security market and cyber security best practices to provide consultancy to our customers.
  • Assist the sales and marketing team at UK and international industry events.

Skills and experience

You’ll be perfect if you have the following experience/skills-

  • An ability to remain calm under pressure and to maintain a diplomatic manner even when being challenged.
  • Able to communicate well, both verbally and in writing.
  • Current SC clearance, or a British passport enabling you to become cleared.
  • A strong understanding of computer networking; in particular:

· internet technologies such as DNS, NTP, HTTPS, SSL certificates and cloud platforms.

· the supporting OSI stack - TCP/IP, Ethernet, routing and switching.

· enterprise security infrastructure, e.g. proxy and firewall technology, syslog platforms.

· security best practice.

It would be super useful if you’ve got-

  • A degree in a relevant Engineering, Math’s or Science subject or equivalent professional experience.
  • Practical experience implementing, integrating, and debugging networks.
  • A general understanding of the current cyber threat landscape and the challenges faced by organizations in combatting these threats. This should include knowledge about solutions and technologies commonly used by organizations to defend against cyber-attacks.
  • Experience working directly with end customers in a technical or consultative capacity.
  • A customer-centric approach:

· Ability to listen and hear a client and respond to the questions they ask, as well as pushing your own agenda.

· Ability to explain complex concepts in a clear, consumable fashion.

· Ability to successfully engage at all levels, from 1st/2nd Line support and engineering teams and up to C-Level.

And we are delighted to have team members who show the following qualities-

  • Able to collaborate with team members.
  • Possess excellent interpersonal skills.
  • Self-motivated, adaptable, enjoy solving difficult challenges and delivering results.
  • Detail-oriented, proactive, and pragmatic
  • Highly organised with strong time management skills.