Customer Engineering Support Engineer

Future Technology Devices International Ltd.; Glasgow; On-site; GBP 30,000 - 60,000; Full time

Job summary

An established industry player is seeking a Customer Engineering Support Engineer to join their dynamic team in Glasgow. This role involves providing comprehensive technical support throughout the project lifecycle, from pre-sales to mass production. The ideal candidate will have a strong technical background, excellent communication skills, and a passion for customer engagement. You will be responsible for assisting customers with product issues, developing technical documentation, and collaborating with R&D on product improvements. If you thrive in a fast-paced environment and enjoy problem-solving, this is the perfect opportunity for you to make a significant impact in a vibrant workplace.

Qualifications

• 3-5 years of hardware design and debug experience required.
• Must have customer support experience and be fluent in English.

Responsibilities

• Provide full technical support throughout the project cycle.
• Assist in writing application/technical notes and sample codes.
• Communicate with R&D for application and project support updates.

Skills

Technical Support

Customer Communication

Problem Solving

Analytical Skills

Project Management

Education

Degree in Electrical Engineering or equivalent

Tools

Visual Studio

Job description

• Department: Customer Engineering Support
• Reporting To: CES Manager
• Position Summary:

Position Summary

FTDI is looking for an experienced Customer Engineering Support Engineer with strong technical ability, excellent communication skills, and a strong track record of customer contact. The successful candidate will be responsible for handling customer product issues, product design support, training the sales force and distributors' FAE’s on products, application and technical note authoring, communicating with the R&D team for progress updates.

Key Responsibilities

• Full technical support throughout project cycle including pre-sale, design-in, and mass production, on FTDI product line-ups.
• Deliver customer support in a timely and ethical manner via e-mail or telephone.
• Assist FAE’s to drive technical actions to close design wins.
• Development of product knowledge to assist the sales force and distributors' FAEs support their daily customer engagements.
• Communicating with the R&D team for application and project support updates.
• Writing of application/technical notes for FTDI products as well as developing sample codes.
• Process any field returns and work with QA and R&D to identify failure mechanisms to improve product design.
• Write and debug application software to test the function of hardware as necessary.
• Liaise with FAE’s to identify problems associated with driver-related bugs.
• Document and archive problem logs.
• Attend exhibitions in the UK / US and abroad to meet customers face to face if required to do so. (Some traveling required).
• All work to be completed in a timely manner. Specific schedules to be set and agreed with customers and manager, with any slippage in schedules to be notified to the management ASAP or Project Leader as appropriate.

Additional Responsibilities

• Any reasonable tasks assigned by the management and deemed to be within the individual’s capabilities to ensure smooth running of the business.
• As this is an evolving business, ongoing change is an integral part of the position. Management will liaise with the individual on any fundamental change to work practices. The individual is required to embrace and adopt any change to working practices.

Knowledge & Skill Requirements

• Degree major in EE or equivalent is essential.
• Good understanding of USB2.0 and USB3.0 protocol and PC Peripherals knowledge.
• Experience with development tools e.g. Visual Studio.
• Experience of ARM and FPGA system design experience would be advantageous.
• Ability to understand digital (mainly) and analogue design schematics.
• 3 to 5 years of hardware design and debug experience.
• Understanding of at least two; SPI, I2C, I2S, PWM, ADC, USB, Ethernet, CAN (protocols and applications) would be advantageous.
• Ability to plan and manage tasks.
• Good analytical and problem solving skills.
• Must be fluent in written and spoken English.
• At least two years of customer support experience.
• Good communication ability.
• Location: Glasgow, UK

Only open to candidates eligible to work in the UK / US without any work permit restrictions. No agency applications please.

Working Conditions

We provide a professional, fun, and exciting work environment where innovation and creativity thrive!