Technical Support Engineer

Remark AI; Greater London; On-site; GBP 34,000 - 52,000; Full time

Job summary

Remark AI is seeking a Technical Support Engineer to join our London team. You will be the frontline for Tier 1/2 technical issues, supporting integrator and manufacturer partners with Remark products.

The role involves on-site visits in the UK and possibly Europe, working closely with engineers to resolve complex problems. The ideal candidate has Linux/Windows expertise, IP networking knowledge, and 2+ years in a support role, with Docker and VMS experience being advantageous.

Qualifications

• 2+ years in a technical support role.
• Experience dealing with customers and understanding their requirements.
• Linux and Windows operating systems knowledge required.

Responsibilities

• Act as Tier 1/2 contact for client technical issues and provide rapid resolutions.
• Support sales with technical requirements for clients, RFQs and POC.
• Document customer needs, manage expectations, and deliver excellent service.
• Provide on-site support for demonstrations, setup and commissioning as needed.
• Troubleshoot hardware and software problems across Remark products.

Skills

Linux

Windows OS

IP Networking

Docker

Bash/Shell scripting

CCTV experience

Customer service

Communication skills

Project management

Education

Bachelor's degree in Computer Science/Engineering

Tools

VMS systems

IP cameras

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