Technical Support Engineer

Remark AI; Greater London; On-site; GBP 80,000 - 100,000; Full time

Job summary

A leading AI software company in Greater London is seeking a Technical Support Engineer. This position involves working closely with integrators and manufacturers to provide top-notch software support while also developing your technical skills. Candidates should have at least 2 years of experience, excellent customer service skills, and a strong understanding of Linux and networking. The role includes troubleshooting technical issues, supporting sales, and providing on-site assistance when necessary. A competitive and negotiable salary is offered, based on experience.

Qualifications

• 2+ years of experience in technical support.
• Strong customer-service skills.
• Experience in a technical field, ideally CCTV.
• Knowledge of IP Networking is needed.
• Experience with Docker and VMS systems is an advantage.

Responsibilities

• Serve as a focal point for Tier 1/2 technical issues.
• Support sales team with technical requirements.
• Understand and document customer requirements.
• Provide technical support and troubleshooting.
• Test and evaluate new software and hardware.

Skills

Customer service skills

Technical troubleshooting

Communication skills

Project management

IP Networking

Education

Bachelor's in Computer Science/Engineering

Tools

Docker

Windows

Linux

Job description

Who we are

Remark AI is a leading AI software company focused on creating a better AI-empowered future through innovation. Remark AI is committed to advancing AI research, developing scalable and affordable AI software platforms that benefit businesses, people and society, as well as attract and nurture top talents to shape the future together. Our technologies are trusted by customers and partners in many industry verticals including Smart Construction, Smart City, Smart Railway and Smart Retail. We have offices in markets including USA, Europe, China and Japan.

Key responsibilities

We are looking for a talented and passionate Technical Support Engineer to join our team. The role will be based mainly in our London office (near Blackfriars station) but there will be occasional external site support visits needed in the UK and possibly Europe.

As a Technical Support Engineer, you will work as part of the Remark AI team to help our integrator and manufacturer partners deliver great software whilst learning and developing your own skills and knowledge. You’ll work closely with other engineers, who will all be there to help and support you. The successful candidate will be an independent, fast-thinker who enjoys a fast-paced environment and has excellent communication skills and experience of working in a fast-moving technical environment.

You will

Become a focal point for Tier 1/2 technical issues for our clients and make sound decisions quickly.

Support the sales team with regards to ratifying the technical requirements of our clients.

Understand and document the customer's requirements, manage expectations, and provide excellent customer service.

Support the sales team on with RFQs and POC.

Provide technical support and troubleshooting for Remark products.

Provide customer configuration of Remark solutions.

Provide on site support when necessary with regards to demonstration, setup and commissioning.

Troubleshoot system and network problems.

Diagnose and solve hardware & software issues.

Test and evaluate new software & hardware technologies.

You have

Previous experience of 2+ years in support positions.

Customer facing experience and strong customer-service skills.

Experience in a technical field, ideally CCTV – Advantage.

A good understanding of Linux and Windows operating system – A Must!

Knowledge in: IP Networking- needed.

Effective Communication skills at all levels.

Experience with Docker, IP cameras + VMS systems and bash/shell scripting – Advantage.

A positive attitude towards continual improvement.

Project management skills.

Experience of writing technical documentation.

It would also be nice if you have

Batchelor's, Computer science/Engineering degree.

Certification of networking protocols.

Renumeration package

• Competitive
• Negotiable - dependent upon experience