Customer Support Engineer

JR United Kingdom; Worcester; Remote; GBP 30,000 - 40,000; Full time

Job summary

A leading Software Vendor is seeking a Customer Support Engineer to join their team. This full-time role involves delivering expert support for intelligent automation and low-code software solutions, with responsibilities including incident response, system diagnostics, and customer communication. Candidates should demonstrate a strong technical aptitude and excellent communication skills, fitting into a remote role with occasional office visits.

Benefits

Excellent remuneration package

Career progression prospects

Qualifications

• Professional telephone manner and well-written communications.
• Ability to assess incidents calmly and logically.

Responsibilities

• Respond to customer-reported incidents and events from remote monitoring.
• Log activities and maintain records in the service management system.
• Engage with resolver groups to diagnose and resolve faults.

Skills

Data Manipulation

Analytical thinking

Understanding of software testing

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.