Customer Support Engineer

JR United Kingdom; Ipswich; Remote; GBP 30,000 - 45,000; Full time

Job summary

A leading software vendor in the UK is hiring a Customer Support Engineer to provide expert support for intelligent automation solutions. The role involves responding to incidents, conducting technical investigations, and working closely with customers to ensure effective resolutions. This permanent position offers a supportive work environment and excellent career progression opportunities.

Qualifications

• Professional telephone manner and well-written communications required.
• Ability to assess incidents calmly and logically.
• Demonstrated excellent oral and written communication skills.

Responsibilities

• Deliver responsive and expert support for intelligent automation and low-code software.
• Engage with resolver groups to find solutions, maintaining ownership of problems.
• Log and maintain records of all activities on customer faults.

Skills

Data Manipulation

Analytical thinking

Software testing understanding

Customer-facing communications

Calm incident assessment

Excellent communication skills

Job description

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Our client, a leading Software Vendor, is currently hiring for a Customer Support Engineer. The primary purpose of the Customer Support Engineer is to deliver responsive and expert support for intelligent automation and low-code software solutions.

Responsibilities

• Respond to events detected by remote monitoring and incidents reported to the service desk by customers.
• Minimise the impact of incidents by accurately diagnosing faults and provide resolutions to problems within the stated SLA.
• Carry out technical investigations by researching knowledge bases, replication on test systems, log captures, monitoring, and real-time event views as required.
• Engage with other resolver groups as required to find solutions, whilst retaining problem ownership.
• Fulfil service requests to administer system changes and further configurations.
• Respond to requests for technical information on product features, configuration and operation.
• Fulfil deployment of software hotfixes or system upgrades as required to maintain systems to include both the latest features and maintenance fixes. These may require working outside of business hours.
• Log and maintain a full record of all activities on the progression and resolution of customer faults and planned changes in the service management system in accordance with the local work instructions.
• Review and update case assignments and priorities in collaboration with colleagues.

Requirements

• Data Manipulation
• Building forms and/or data models.
• Analytical thinking.
• Understanding of software testing.
• Be able to work in a technical customer-facing role with a professional telephone manner supported by well-written communications.
• Able to assess incidents calmly and logically, adapting to the customer’s situation and responding appropriately.
• Demonstrate excellent communication skills (oral and written) in order to communicate effectively with our customers and with colleagues in a timely manner.

This is a full-time, permanent role working Monday to Friday. While the position is remote, we require candidates to be within a two-hour radius of Bedford, as you may be expected to attend the office once every fortnight.

Our client offers an excellent remuneration package and excellent career progression prospects.