Solutions Engineer - Applications & Networking Support

Octagon Group; City of Edinburgh; On-site; GBP 38,000 - 56,000; Full time

Job summary

Octagon Group in Edinburgh, Scotland is seeking an Applications/Support Engineer to provide technical support to a global customer base and work closely with internal engineering teams to resolve product issues.

You will own escalation paths, replicate issues in lab environments and build specialist product knowledge, with opportunities to progress into a senior technical role over time.

Qualifications

• Knowledge of IP networking, packet-based communications, Ethernet, routers and switches.
• Experience in technical support, applications engineering, systems engineering or test engineering.
• Strong analytical and problem-solving skills, with the ability to investigate technical issues in depth.
• Good communication skills and the ability to explain complex technical concepts.
• Ability to manage multiple priorities, work independently and learn new technologies quickly.

Responsibilities

• Provide technical support to customers, sales teams and partners, managing and resolving support tickets.
• Support frontline colleagues with more complex technical queries.
• Investigate technical issues, identify root causes and escalate to R&D when required.
• Replicate customer issues using laboratory equipment and test environments.
• Develop in-depth knowledge of the assigned product and its applications.
• Represent the voice of the customer within product and engineering teams, contributing to product improvements.
• Support customer demonstrations, technical training, conferences and industry events.
• Produce technical documentation, application notes and knowledge-base materials.

Skills

IP networking

Packet-based comms

Ethernet

Routers & switches

Technical support

Applications engineering

Systems engineering

Test engineering

Analytical skills

Communication skills

Prioritization

Education

Engineering degree preferred

Job description

Octagon Group in Edinburgh, Scotland is seeking an Applications/Support Engineer to provide technical support to a global customer base and work closely with internal engineering teams to resolve product issues.

You will own escalation paths, replicate issues in lab environments and build specialist product knowledge, with opportunities to progress into a senior technical role over time.