Application/Support Engineer

Octagon Group; City of Edinburgh; On-site; GBP 38,000 - 56,000; Full time

Job summary

Octagon Group in Edinburgh, Scotland is seeking an Applications/Support Engineer to provide technical support to a global customer base and work closely with internal engineering teams to resolve product issues.

You will own escalation paths, replicate issues in lab environments and build specialist product knowledge, with opportunities to progress into a senior technical role over time.

Qualifications

• Knowledge of IP networking, packet-based communications, Ethernet, routers and switches.
• Experience in technical support, applications engineering, systems engineering or test engineering.
• Strong analytical and problem-solving skills, with the ability to investigate technical issues in depth.
• Good communication skills and the ability to explain complex technical concepts.
• Ability to manage multiple priorities, work independently and learn new technologies quickly.

Responsibilities

• Provide technical support to customers, sales teams and partners, managing and resolving support tickets.
• Support frontline colleagues with more complex technical queries.
• Investigate technical issues, identify root causes and escalate to R&D when required.
• Replicate customer issues using laboratory equipment and test environments.
• Develop in-depth knowledge of the assigned product and its applications.
• Represent the voice of the customer within product and engineering teams, contributing to product improvements.
• Support customer demonstrations, technical training, conferences and industry events.
• Produce technical documentation, application notes and knowledge-base materials.

Skills

IP networking

Packet-based comms

Ethernet

Routers & switches

Technical support

Applications engineering

Systems engineering

Test engineering

Analytical skills

Communication skills

Prioritization

Education

Engineering degree preferred

Job description

Applications/Support Engineer – Edinburgh, Scotland

Are you a technically minded engineer with a strong background in networking and a passion for solving complex technical problems?

We are looking for an Applications/Support Engineer to join a growing technical team within an innovative technology business specialising in advanced test and measurement solutions for complex communication networks.

This is an excellent opportunity for someone who enjoys technical troubleshooting, working with customers and getting into the detail of complex engineering challenges. You will take ownership of supporting a key product, developing specialist knowledge with the opportunity to progress into a senior technical role over the coming years.

The Role - Applications/Support Engineer – Edinburgh, Scotland

You will provide technical support to a global customer base, investigating product-related issues and working closely with internal engineering teams to find effective solutions.

Key responsibilities include:

• Providing technical support to customers, sales teams and partners, managing and resolving support tickets.
• Supporting frontline colleagues with more complex technical queries.
• Investigating technical issues, identifying root causes and escalating to R&D where required.
• Replicating customer issues using laboratory equipment and test environments.
• Developing in-depth knowledge of your assigned product and its applications.
• Representing the voice of the customer within product and engineering teams, contributing to product improvements.
• Supporting customer demonstrations, technical training, conferences and industry events.
• Producing technical documentation, application notes and knowledge-base materials.

What We're Looking For - Applications/Support Engineer – Edinburgh, Scotland

We are particularly interested in candidates with a strong networking or communications technology background who are confident troubleshooting complex technical problems.

Ideally, you will have:

• Knowledge of IP networking, packet-based communications, Ethernet, routers and switches.
• Experience in technical support, applications engineering, systems engineering or test engineering.
• Strong analytical and problem-solving skills, with the ability to investigate technical issues in depth.
• Good communication skills and the ability to explain complex technical concepts.
• The ability to manage multiple priorities, work independently and learn new technologies quickly.

Experience with Python scripting, network performance testing or network emulation would be beneficial.

A degree in Engineering, Physics, Computer Science or a related discipline is preferred, although relevant hands-on experience will be considered in place of formal qualifications.

Telecoms experience is not essential. Candidates from wider IP networking, IT infrastructure and network engineering backgrounds are encouraged to apply.