Customer Support Technician

Senceive; Unione Comuni Basiano Masate; Ibrido; EUR 35.000 - 50.000; Tempo pieno

Vantaggi offerti da questo lavoro

25 Days + Bank Holidays

Pension scheme with 5% match

Group Life Assurance 4x salary

Private Healthcare Scheme

Cycle to work scheme

Tech Scheme

Learning & Development programme

Volunteer time off

Descrizione del lavoro

Senceive in Masate, Italy is seeking a Customer Support Technician to provide comprehensive support across the project lifecycle. You will engage directly with customers for pre-installation planning, live deployment support, and ongoing assistance in a hybrid role with both in-office and remote work.

The ideal candidate must have experience in customer service within an engineering environment and technical knowledge of wireless systems or networking. This role offers a chance to work within a growing company renowned for remote condition monitoring technology.

Competenze

• Demonstrable customer service experience in an engineering or technical environment.
• Experience working with wireless systems, networking, or telecommunications infrastructure.
• Fluency in English is a must.

Mansioni

• Clarify customer technical requirements ahead of new project installations.
• Support customers during project installation and ongoing technical assistance.
• Attend sites to support customer installations or investigate reported faults.

Conoscenze

Customer service experience in engineering

Experience with wireless systems

Understanding of IP networking

Fluent in English

Preferred Languages: Spanish and/or German

Site experience in rail and/or construction

Descrizione del lavoro

Location: Masate, Italy

Benefits

25 Days + Bank Holidays, Pension scheme with 5% match, Group Life Assurance 4x salary, Private Healthcare Scheme, Cycle to work scheme, Tech Scheme, Learning & Development programme & Volunteer time off.

The Role

The Customer Support Technician will work directly with customers across the full project lifecycle, from pre-installation technical planning through to live deployment support, fault diagnosis, and ongoing technical assistance. This position requires hands‑on technical knowledge of wireless systems, networking, or telecommunications infrastructure. The role reports to the EMEA Team Lead and Global Customer Support Manager. It is a hybrid role split with 3 days in the Masate office and 2 days working remotely, with occasional national and international travel primarily to meet customers and support product deployment.

Key Responsibilities

• Clarifying customer technical requirements ahead of new project installations and briefing the production team
• Supporting customers during project installation
• Setting up monitoring diagrams, users, alerts and calculations
• Attending site when required to support customer installations or investigate reported faults
• Assisting customers with technical queries and fault reports by phone, email and through a helpdesk ticket system
• Managing the return and replacement of faulty equipment
• Assisting with fault diagnosis and contributing to fault reduction
• Providing training to customers
• Configuring equipment to customer specifications
• Receiving returned equipment and diagnosing faults
• Carrying out minor repairs and refurbishment of equipment

About You

As the Customer Support Technician, you will bring real engineering experience whether gained in the field, in a network operations environment, or through supporting complex technical systems. This role is not suited to candidates with a background solely in generalist helpdesk IT Support; we require experience working with wireless systems, networking, or telecommunications infrastructure.

Key Skills & Experience

• Demonstrable experience of customer service in an engineering or technical environment
• Experience working with one or more of the following: wireless systems, networking, or telecommunications infrastructure
• Fluent in English
• Preferred Languages: Spanish and/or German
• Understanding of IP networking
• Site experience in rail and/or construction is preferred

About Us

Senceive wireless remote condition monitoring technology is used in 35 countries in rail, construction, and mining. Our precise, reliable, and robust products are built to empower clients responsible for high‑value and at‑risk assets. Senceive users installed more than 30,000 sensors last year, helping them manage ground and structural movement, landslide risk, geotechnical behaviour, rail track movement and much more. Systems are installed in minutes and last more than a decade with minimal maintenance, helping users to mitigate engineering risk without visiting site. We’ve been designing, building, and supporting the best wireless condition monitoring technology since 2005.