Senior Customer Support Engineer - Global Technical Advisor

OXTS; Bloomfield Hills (MI); On-site; USD 90,000 - 120,000; Full time

Benefits offered by this job

Holiday entitlement 15 days + bankhol

401(k)

Health Insurance

Discretionary profit share bonus

Job summary

OXTS is seeking a Senior Customer Support Engineer in Detroit, USA. The role involves delivering complex technical support, guiding and training prospects, customers, integrators, and channel partners within the territory.

You will support product selection, resolve intricate issues, create documentation, demonstrate products, and collaborate on product integration. The position requires expert understanding of OXTS products and their applications, with frequent travel within the region.

Qualifications

• Bachelor’s degree in engineering.
• Expert-level troubleshooting and diagnostic skills – especially for complex hardware/software interactions and customer integrations.
• Substantial experience in a technical support engineering role.

Responsibilities

• Build and maintain strong relationships with prospects, customers, integrators, and channel partners within territory, serving as a trusted advisor and technical consultant to drive long-term success and loyalty.
• Serve as the primary technical point of contact for prospects, customers, integrators, and channel partners in the designated territory, to ensure successful implementation, adoption, and ongoing usage of OXTS products.
• Collaborate with key accounts to understand their technical requirements and objectives, and provide tailored solutions and recommendations to problem solve and advance customer projects.
• Troubleshoot complex technical issues reported by customers, elevate as needed, and coordinate with internal teams to ensure timely resolution and minimize impact on customer satisfaction.
• Take full ownership of the resolution of support issues, working cross functionally with other departments to see them through from initiation to completion.
• Representing OXTS through industry events and customer visits.
• Develop and conduct product demonstrations and training sessions to educate prospects, customers, integrators, and channel partners on product features, best practices, and optimization opportunities.
• Follow systems and processes to funnel customer feedback, issues and requests for new features, to the Product team for prioritisation, development and resolution.

Skills

Troubleshooting

Project management

Customer support

Technical support engineering

Industry knowledge

Education

Bachelor's degree in engineering

Job description

OXTS is seeking a Senior Customer Support Engineer in Detroit, USA. The role involves delivering complex technical support, guiding and training prospects, customers, integrators, and channel partners within the territory.

You will support product selection, resolve intricate issues, create documentation, demonstrate products, and collaborate on product integration. The position requires expert understanding of OXTS products and their applications, with frequent travel within the region.