Occasional travel across the UK & Ireland & to Spain for training
My Product Path are working with a global technology business that is expanding its UK technical support function and is looking for a Technical Support Engineer to join a growing team.
This is a newly created role supporting customers across the UK and Ireland, working across emergency communications, safety technology, IoT-enabled products and a cloud-based software platform. You’ll provide both pre- and post-sales technical support, helping customers troubleshoot issues, configure devices and systems, onboard new installations and get the most from their technology.
What will you be doing?
- Providing technical support to customers across the UK and Ireland.
- Investigating and resolving hardware, connectivity and product issues remotely where possible.
- Supporting customers with configuration, troubleshooting and technical queries.
- Working with cloud-connected devices and IoT technology.
- Supporting the onboarding and installation of a cloud-based platform.
- Monitoring cloud services and carrying out daily health checks.
- Owning and resolving pre- and post-sales technical support tickets.
- Delivering customer training both remotely and on-site.
- Working closely with Sales, Engineering, R&D and Marketing teams on customer projects and product improvements.
- Supporting the testing and field trialling of new products.Investigating product failures and warranty returns.
- Providing on-site installation support when required.
- Building strong relationships with customers and gathering feedback to improve products and services.
What are we looking for?
You don’t necessarily need to come from a traditional software support background. This role could suit someone from an electrical, electronics, telecommunications, engineering, automation or IoT environment.
You’ll ideally have:
- A good understanding of electrical/electronic systems and technology products.
- Experience with analogue and digital electronics.
- Strong troubleshooting and problem-solving skills.
- Previous experience in a customer-facing technical role.
- The ability to explain technical concepts clearly, both verbally and in writing.
- A proactive, adaptable and “can-do” approach.
- Good organisational skills and the ability to manage multiple issues simultaneously.
- Strong communication skills and confidence working with customers.
The role offers the opportunity to join a growing technical team, work with connected hardware, cloud technology and emergency communication systems, and play a key role in improving the customer experience as the organisation continues to grow.
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