Technical Support Engineer

My Product Path; Maidenhead; On-site; GBP 35,000 - 52,000; Full time

Job summary

My Product Path are expanding its UK technical support function and is looking for a Technical Support Engineer to join a growing team. This newly created role supports customers across the UK and Ireland, working across emergency communications, safety technology, IoT-enabled products and a cloud-based software platform.

You’ll provide both pre- and post-sales technical support, helping customers troubleshoot issues, configure devices and systems, onboard new installations and get the most from

Qualifications

• Good understanding of electrical/electronic systems and technology products.
• Experience with analogue and digital electronics.
• Strong troubleshooting and problem-solving skills.
• Previous experience in a customer-facing technical role.
• Ability to explain technical concepts clearly, both verbally and in writing.
• Proactive, adaptable and 'can-do' approach.
• Good organisational skills and ability to manage multiple issues simultaneously.
• Strong communication skills and confidence working with customers.

Responsibilities

• Providing technical support to customers across the UK and Ireland.
• Investigating and resolving hardware, connectivity and product issues remotely where possible.
• Supporting customers with configuration, troubleshooting and technical queries.
• Working with cloud-connected devices and IoT technology.
• Supporting the onboarding and installation of a cloud-based platform.
• Monitoring cloud services and carrying out daily health checks.
• Owning and resolving pre- and post-sales technical support tickets.
• Delivering customer training both remotely and on-site.
• Working closely with Sales, Engineering, R&D and Marketing teams on customer projects and product improvements.
• Supporting the testing and field trialling of new products.
• Investigating product failures and warranty returns.
• Providing on-site installation support when required.
• Building strong relationships with customers and gathering feedback to improve products and services.

Skills

Electrical & electronics knowledge

Analogue & digital electronics

Troubleshooting

Customer-facing experience

Clear communication

Proactive / can-do attitude

Organisational skills

Stakeholder collaboration

Job description

Occasional travel across the UK & Ireland & to Spain for training

My Product Path are working with a global technology business that is expanding its UK technical support function and is looking for a Technical Support Engineer to join a growing team.

This is a newly created role supporting customers across the UK and Ireland, working across emergency communications, safety technology, IoT-enabled products and a cloud-based software platform. You’ll provide both pre- and post-sales technical support, helping customers troubleshoot issues, configure devices and systems, onboard new installations and get the most from their technology.

What will you be doing?

• Providing technical support to customers across the UK and Ireland.
• Investigating and resolving hardware, connectivity and product issues remotely where possible.
• Supporting customers with configuration, troubleshooting and technical queries.
• Working with cloud-connected devices and IoT technology.
• Supporting the onboarding and installation of a cloud-based platform.
• Monitoring cloud services and carrying out daily health checks.
• Owning and resolving pre- and post-sales technical support tickets.
• Delivering customer training both remotely and on-site.
• Working closely with Sales, Engineering, R&D and Marketing teams on customer projects and product improvements.
• Supporting the testing and field trialling of new products.Investigating product failures and warranty returns.
• Providing on-site installation support when required.
• Building strong relationships with customers and gathering feedback to improve products and services.

What are we looking for?

You don't necessarily need to come from a traditional software support background. This role could suit someone from an electrical, electronics, telecommunications, engineering, automation or IoT environment.

You'll ideally have:

• A good understanding of electrical/electronic systems and technology products.
• Experience with analogue and digital electronics.
• Strong troubleshooting and problem-solving skills.
• Previous experience in a customer-facing technical role.
• The ability to explain technical concepts clearly, both verbally and in writing.
• A proactive, adaptable and "can-do" approach.
• Good organisational skills and the ability to manage multiple issues simultaneously.
• Strong communication skills and confidence working with customers.

The role offers the opportunity to join a growing technical team, work with connected hardware, cloud technology and emergency communication systems, and play a key role in improving the customer experience as the organisation continues to grow.