Technical Support Engineer - Electronics

My Product Path; Maidenhead; On-site; GBP 38,000 - 43,000; Full time

Job summary

My Product Path is expanding its UK technical support function and seeks a Technical Support Engineer with electronics background to help customers troubleshoot, configure devices, onboard installations and optimise use of a cloud-based platform.

The role covers pre- and post-sales support across emergency communications, safety tech and IoT-enabled products, with occasional on-site visits and travel across the UK, Ireland and Spain for training.

Qualifications

• Electrical/electronic systems knowledge
• Experience with analogue and digital electronics
• Strong troubleshooting and problem-solving skills
• Customer-facing technical experience
• Ability to explain technical concepts clearly
• Proactive, adaptable and organized with good communication

Responsibilities

• Provide technical support to customers across the UK and Ireland
• Investigate and resolve hardware, connectivity and product issues remotely
• Assist with configuration, troubleshooting and technical queries
• Work with IoT devices and cloud-based platforms
• Support onboarding and installation of cloud-based platform
• Monitor cloud services and perform health checks
• Own pre- and post-sales technical support tickets
• Deliver customer training remotely and on-site
• Collaborate with Sales, Engineering, R&D and Marketing on projects
• Assist testing and field trials of new products
• Investigate product failures and warranty returns
• Provide on-site installation support when required
• Build strong customer relationships and gather feedback

Skills

Electronics background

Troubleshooting

Customer-facing

IoT

Education

Electronics/Electrical engineering

Tools

Cloud platforms

Remote diagnostics

Job description

Technical Support Engineer - Electronics/IoT

Package up to £41k (DOE) + 5%

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 - please note this role requires some Electronics background and is not a pure software related role, if you have no electronics background your application can not be considered at this time.

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.