Job Description
Customer Support Engineer - Tier 3 - Nottingham Role Purpose:
Location - Ruddington, Nottinghamshire
Department - Customer
Function - Support
Working pattern - Hybrid, three days a week at HQ (Tuesday, Wednesday, Thursday)
Benefits - Benefits at Ideagen
Are you passionate about delivering exceptional technical support and driving product excellence? We’re looking for a Tier 3 Customer Success Engineer to join our dynamic Support team, where you’ll be the go-to expert for our most strategic and high-value products.
In this role, you’ll provide advanced functional and technical support across nearly 30 products, including flagship offerings, cloud solutions, acquisitions, and integration platforms. You’ll work closely with Tier 1 and Tier 2 teams, development, and other departments to ensure our customers receive outstanding service and our products continue to evolve.
Responsibilities:
1. Deliver first-class support via phone, email, chat, and Zendesk.
2. Own the technical support lifecycle for strategic products.
3. Represent Support in the development lifecycle, feeding back key insights.
4. Resolve complex technical issues across customer sites and hosting environments.
5. Collaborate with Sales, Project Management, and Custo...