Graduate Customer Support Engineer

Prime Appointments Ltd; Tendring; On-site; GBP 26,000 - 32,000; Full time

Benefits offered by this job

25 days holiday

Gym membership

Induction & mentorship

Wellbeing support

Buy/sell holiday

Job summary

Prime Appointments Ltd in the United Kingdom is seeking a Graduate Customer Support Engineer in Clacton-on-Sea, Essex. The role centers on supporting global customers through installation, configuration, and maintenance of our industry-leading products.

You will troubleshoot technical issues, collaborate with Product Owners and Engineering, document cases in Salesforce ServiceCloud, and deliver tailored customer training to drive product adoption.

Qualifications

• Bachelor's degree in Engineering or related technical field required.
• Programming knowledge in at least one language (e.g., C#, .NET, Python).
• Strong analytical, communication and empathy for customers.
• Resilient under pressure; thrives in a fast-paced environment.

Responsibilities

• Technical troubleshooting for installation, configuration and maintenance.
• Escalate complex issues to Product Owners or Engineering teams.
• Document customer interactions in Salesforce ServiceCloud.
• Deliver technical training and build client relationships.
• Provide real-world insights to R&D for product improvements.
• Meet or exceed SLAs through effective communication.

Skills

Analytical mindset

Interpersonal skills

Root-cause analysis

Customer empathy

Adaptability

Education

Bachelor's degree in Engineering

Tools

Salesforce ServiceCloud

CRM software

Job description

Graduate Customer Support Engineer

Location: Clacton-on-Sea / Essex, UK
Position Type: Full-time, Permanent
Salary: £29,000 per annum + Regular Performance Reviews
Benefits: 25 Days Holiday (Buy/Sell options), Gym Membership, Full Induction & Mentorship, Extensive Wellbeing Support

About the Role

As a Graduate Customer Support Engineer, you will play an essential role in ensuring customer satisfaction and building long-term loyalty. Your objective will be to support our global customers through the successful implementation and maintenance our industry-leading products. This is a fantastic launchpad for an engineering graduate looking to solve varied, complex technical questions, build strong client relationships, and collaborate across R&D and engineering teams as a trusted technical partner.

Key Responsibilities

• Technical Troubleshooting: Identify root causes and resolve customer issues related to the installation, configuration, and maintenance of our products.
• Cross-Department Collaboration: Escalate complex technical issues to internal Product Owners or Engineering teams, acting as the vital link between the customer and internal experts.
• Knowledge Management: Document all customer interactions in Salesforce ServiceCloud and author knowledge-base articles to help users solve technical queries independently.
• Client Relations & Training: Build strong customer relationships, deliver technical training sessions, and offer tailored advice to optimize product use.
• Product Improvement: Feed real-world customer insights back into our R&D teams to contribute directly to future product enhancements.
• SLA Performance: Meet or exceed customer-driven Service Level Agreements (SLAs) through timely and effective communication.

Qualifications & Requirements

• Education:Bachelor s degree in Engineering, preferably Electronics, Computer Science, or a related technical disciplin
• Programming: Knowledge of at least one programming language (e.g., C#, .NET, Python, LabVIEW , VeriStand ).
• Core Skills: An analytical mindset capable of root-cause analysis, paired with excellent interpersonal communication and natural empathy for customer needs.
• Attributes: Resilient under pressure and adaptable enough to thrive in a fast-paced, dynamic environment.

Desirable Skills (Advantageous but not essential)

• Practical experience using Test and Measurement instrumentation.
• Knowledge of international instrument control standards (PXI, LXI, VISA, IVI).
• Familiarity with Salesforce ServiceCloud or similar CRM tracking software.

What You Can Expect

People are at the heart of our business. In return for your contribution to our growth, we offer an industry-leading benefits package:

• Time Off: 25 days annual leave (plus bank holidays), with options to buy/sell up to 10 days of holiday.
• Health & Security: Life Insurance (4x annual salary, capped at £50k) and a choice of salary sacrifice on pension contributions.
• Wellbeing: Corporate membership at a local gym and spa, employee mental health support through Mind, an EAP via Sparks, and a wellbeing program with Spa Medical.
• Career Growth: A thorough induction program, regular performance-related pay reviews, tailored training programs, and sponsorship for further education.
• Perks & Culture: Paid company social events (including a summer festival and Christmas party), a salary sacrifice car scheme, potential for worldwide business travel, and free daily tea, coffee, and fresh fruit.