Product Support Engineer

Redgate; Cambridge; Hybrid; GBP 35,000 - 45,000; Full time

Job summary

A leading software company in Cambridge is looking for a Product Support Engineer. You'll be the first contact for customers seeking assistance with tools, providing troubleshooting and guidance. Collaborate closely with various teams to ensure customer insights influence future developments. An ideal candidate has experience in a technical environment and a passion for customer service, with knowledge of Windows/Linux systems. A hybrid working model is offered with a salary range of £35,000 - £45,000.

Benefits

Flexible-hybrid working model

Comprehensive health coverage

Monthly wellbeing allowance

Generous paid time off

Employee assistance program

Community and social events

Qualifications

• Experience working in a technical environment or service desk is essential.
• Enjoy learning and explaining complex technical concepts.
• Passionate about delivering outstanding customer service.

Responsibilities

• Provide technical support via email, phone, and chat.
• Run remote screen-share sessions to diagnose and resolve issues.
• Write knowledgebase articles and blogs to assist customers.

Skills

Technical support experience

Customer service

Windows and Linux troubleshooting

Networking knowledge

Problem-solving

Tools

SQL Server

Postgres

MongoDB

MySQL

IIS

Apache

Job description

Redgate Software

Redgate creates simple software to help data professionals get the most value out of any database. Our solutions solve complex database management challenges across the DevOps lifecycle, making life easier for IT leaders, development, and operations teams by increasing efficiency, reducing errors, and protecting business‑critical data. The data community trusts Redgate to balance speed to market, team collaboration, and data protection.

Find out more about us here:

• Redgate Software – Culture
• Flexa Careers
• Glassdoor
• RepVue

As a Product Support Engineer, you’ll be the first point of contact for customers who need help with our tools. You’ll troubleshoot issues, provide clear guidance, and collaborate with Product, Engineering, and Customer Success teams to ensure customer feedback shapes future product development.

This is a role where you’ll grow your technical skills, build strong relationships with customers, and make a direct impact on how Redgate delivers world‑class support.

What You’ll Do

• Provide technical support via email, phone, and chat

• Run remote screen‑share sessions to diagnose and resolve issues

• Work closely with Product and Engineering to feed customer insights into future releases

• Write knowledgebase articles and blogs to help customers get the most out of our tools

• Support colleagues by explaining technical concepts clearly and simply

• Troubleshoot issues across Windows and Linux environments, networking, and databases

About You

You’ll thrive in this role if you:

• Have experience working in a technical environment or service desk

• Enjoy learning and explaining tricky technical concepts

• Are passionate about delivering outstanding customer service

• Have a good understanding of Windows and Linux permissions, networking, and troubleshooting

• Are commercially minded, balancing technical excellence with business outcomes

• Are self‑motivated, collaborative, and enthusiastic about problem‑solving

Bonus points if you:

• Have experience with SQL Server, Postgres, MongoDB, or MySQL

• Know your way around web servers (IIS, Apache) or Windows Server setups

• Have scripting or programming knowledge

• Understand DevOps principles or AI technologies

What We Offer

At Redgate, you’ll join a supportive, values‑led culture where people are the driving force behind our success. We offer:

• Salary is £35,000 - £45,000
• Flexible‑hybrid working model
• Great benefits package

Why join us?

At Redgate, we believe supporting and empowering our people is key to our success. We create an environment where you can thrive in your career and enjoy every moment of your journey with us.

Benefits include competitive salary, comprehensive health coverage, monthly wellbeing allowance, flexible working arrangements, generous paid time off, employee assistance program, community and social events. Find out more on our benefits page, or see what our employees said on our Flexa page!

Redgate has adopted a flexible‑hybrid model. This means that people will work flexibly with a blend of remote (home) and co‑located (office) work, with teams having the flexibility to decide which location best suits the outcomes they need to deliver.

Our diversity, equity, inclusion & belonging commitments

We believe diverse teams are better at solving problems and fostering a creative culture. We aim to offer a workplace where everyone feels a sense of belonging and can thrive.

• Recruitment & retention: hiring and retaining diverse talent.
• Authenticity & belonging: promoting inclusive language and behaviours.
• Growth: supporting personal and professional development.

We support DEIB through our inclusion forum (Belong at Redgate) and regular DEIB events. Redgate is an equal opportunity employer, welcoming applications from all backgrounds. If you need accommodation, please let us know via our application process or email [e-mail].

Learn more about our commitment to diversity on our diversity page.

While we outline the qualities we typically seek, we recognise that you may possess additional attributes and skills that could make you an excellent fit for our team. We do not discriminate based on race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.