Technical Support Engineer - Fixed Term Contract

The Focusrite Group

High Wycombe

On-site

GBP 26,000 - 32,000

Full time

4 days ago

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Benefits offered by this job

Flexible/hybrid working

Company pension

Life insurance

Private healthcare

Health Cash Plan

Enhanced Maternity and Paternity pay

Employee purchase scheme

Group bonus scheme

Company music events

Offsite company parties

Free lunch in the canteen

Training & development

Job summary

The Focusrite Group is seeking a Technical Support Engineer for a fixed-term 6-month contract in High Wycombe. You will provide pre- and post-sales support via phone, email and live chat as part of a global cross-functional team.

Responsibilities include reproducing end-user setups, submitting bug reports, coordinating warranty repairs, and representing the support team during product development. Salary is £28,840 per year pro rata, with benefits and a flexible/hybrid working arrangement.

Qualifications

Experience in a technical support environment handling pre/post sales enquiries.
Strong knowledge of audio interfaces, MIDI, and home/studio setups.
Familiarity with DAWs such as Pro Tools, Logic Pro or Cubase.
Excellent communication skills and customer-oriented mindset.
Ability to work well in a team and manage multiple channels (phone, email, chat).

Responsibilities

Act as focal point for pre/post sales enquires via phone, email and live chat.
Recreate end-user setups to replicate issues and submit bug reports.
Coordinate warranty and non-warranty repair bookings for dealers and customers.
Represent the Technical Support team during product development.

Skills

Teamwork

Audio interfaces

MIDI control

Music production

DAW knowledge

Phone manner

Customer service

Tools

Pro Tools

Logic Pro

Cubase

Mac OS

Windows

Job description

Technical Support Engineer - Fixed Term Contract (High Wycombe)

Term: Fixed term 6 months, Full time Salary: £28,840 pa pro rata for 6 months + excellent benefits

The Role

As a Technical Support Engineer, the applicant will be responsible for helping to maintain the high level of customer service we provide. They will work as part of a global cross-functional team answering pre and post sales customer enquiries by phone, email and live chat, and working proactively to reduce the number of customer enquiries. This contract role will start ASAP and is expected to last for 6 months.

Core Responsibilities

Act as focal point for pre/post sales and technical enquiries via phone, email and live chat relating to the Focusrite and Novation product lines.
Recreate end-user setups to replicate issues reported in the field and submit bug reports to the development team.
Coordinate warranty and non-warranty repair bookings for dealers and customers.
Represent the Technical Support team and our customer base during the development phase of exciting new products.

Abilities, Skills and Experience Required

The ability and readiness to work well as part of a team.
Knowledge of audio interfaces, MIDI control, home/studio recording setups and music production.
Experience with Mac OS and Windows systems.
DAW knowledge (e.g. Pro-Tools, Logic, Cubase).
A polite, patient and helpful phone manner.
Experience dealing with customers.

About Us

Focusrite plc is a global music and audio group that develops and markets music technology products. Used by audio professionals and amateur musicians alike, our solutions facilitate the high-quality production of recorded and live sound. Our audio technology brands stand together, seeking to enrich lives through music by removing barriers to creativity - 'we make music easy to make'. The Focusrite Group trades under thirteen established and rapidly growing brands: Focusrite, Focusrite Pro, Novation, ADAM Audio, Sequential, Oberheim, Martin Audio, Optimal Audio, Ampify Music, Linea Research, Sonnox, OutBoard and TiMax.

With a high-quality reputation and a rich heritage spanning decades, its brands are category leaders in the music-making industry. Music technology is an enriching space to work in and we enjoy a Group-wide open-door culture which encourages innovation. This culture, combined with a passion for the inspirational solutions we create, has led to the group winning numerous accolades, including six Queen's Awards, the AIM Company of the Year Award 2021 and regular appearances in 'The Sunday Times 100 Best Small Companies to Work For'. The Focusrite Group is dedicated to building a great place to work and as an equal opportunity employer we are committed to Diversity and Inclusion. The group mission is to cultivate an equitable culture, internally and externally, where all people feel they are welcome, safe and positively represented, because at Focusrite they truly are. Equally, we recognise the major impact that climate change is having on our world and work every day towards being industry leaders in a carbon neutral future.

Benefits