Your Role
As a Customer Support Engineer within the Support team, you will play a critical role in providing technical support and guidance to our customers. You will be responsible for troubleshooting, diagnosing and resolving customer issues while ensuring a high level of customer satisfaction. This role requires a combination of technical expertise, problem-solving skills, communication skills, empathy, a proactive attitude and a passion for customer service excellence.
Responsibilities
1. Provide technical support and resolve customer requests via email, phone, and other communication channels.
2. Qualify incoming requests, including technical issues, questions, requests and other inquiries.
3. Prioritise requests with the appropriate level of urgency, and follow the appropriate procedure to address them in a timely and effective manner.
4. Diagnose and troubleshoot software, hardware, and network issues.
5. Guide customers through diagnostic and resolution procedures in a clear and concise manner.
6. Collaborate with different internal teams to identify and resolve issues.
7. Provide feedback on customer needs and product enhancements.
8. Develop and maintain a deep understanding of the company’s products and services.
9. Document customer interactions, issues and solutions for future reference and knowledge sharing.
10. Create and maintain customer FAQs and Knowledge Base articles.
Requirements
What you need to succeed:
11. Recent experience in technical support, customer service or similar role.
12. Experience diagnosing and debugging complex systems (Grafana, Prometheus, Cloud Operations Suites, etc)
13. Familiar with Linux/Unix environments and CLIs
14. Outstanding problem-solving and analytical skills.
15. Strong communication skills, both verbal and written, with an ability to explain complex technical issues in simple terms.
16. Customer-oriented attitude with a passion for providing exceptional service.
17. Ability to work independently and collaboratively, and manage multiple priorities in a fast-paced environment.
18. Willingness to work in different shifts and participate in on-call schedules.
Extra kudos if you have:
19. An understanding of computer vision, mobile autonomy or LiDAR data processing.
20. A degree (or equivalent experience) in Engineering/Robotics/Computer Science or related subject, or equivalent work experience
Benefits
We provide:
21. Competitive salary, benchmarked against the market and reviewed annually
22. Hybrid and/or flexible work arrangements
23. An outstanding £3,000 flexible benefits including private medical insurance, critical illness coverage, life assurance, EAP, group income protection
24. A salary exchange pension plan
25. 25 days’ annual leave plus bank holidays
26. A pet-friendly office environment
27. Safe assigned spaces for team members with individual and diverse needs