Customer Technical Support Engineer

Description

The role is based at the company's Edinburgh offices and covers multi-site body-worn video systems for customers worldwide.

You will support customers remotely, handle escalations passed on from other support desks, and help keep systems running within agreed service level agreements.

This is a managed service role that combines hands-on technical work with building customer relationships, focused on implementing and supporting the product range.

The team sits within a broader safety technology business that builds and connects systems for public safety and enterprise customers.

You will work directly with customers in varied settings and under pressure.

Responsibilities

• Be the main contact for customer complaints, questions and issues.
• Give remote break/fix support and keep tickets updated within the customer SLA.
• Escalate technical incidents and produce incident reports.
• Track the status and length of each issue and take ownership of it on the customer's behalf.
• Plan and deliver guidance and training to customers on product operation and maintenance.
• Keep the technical manual and reference guides current with product updates.
• Build your product knowledge and attend workshops and training so you can carry out field support.
• Attend industry events, conferences and meetings to build your professional network.
• Work across functional boundaries when operational goals require it.
• Provide Tier 1, 2 and 3 support on hardware and software, working with the R&D team when needed.
• Deliver professional services to customers.
• Travel to customer sites to provide user support.
• Cover out-of-hours support on a rota basis.
• Provide full wrap-around on-call support in rotation, which may be required.

Requirements

• Strong working knowledge of Microsoft Windows Server.
• Understanding of storage fundamentals, including cloud storage.
• Working knowledge of cloud platforms, specifically AWS and Azure.
• Good understanding of networking, including switches, firewalls and troubleshooting.
• Strong customer service skills.
• Good PC and hardware troubleshooting skills.
• Technical support experience.
• A valid UK driving licence.
• Right to work in the UK, and residence in the UK for the last five years. The NPPV Level 3 clearance is required, and if not already held it will be processed.
• Ability to obtain the specific security clearances the role needs.
• Proven ability to work in different environments under pressure.
• Ability to implement multi-site systems made up of networked elements.
• Ability to communicate and influence senior peers.
• Excellent written and oral communication skills.
• Strong interpersonal and influencing skills, with negotiation and development experience.
• Proven track record of achievement.
• Team player who is diligent, motivated, and willing to train and grow into the role on a unique technical product.
• Ideal: knowledge of cloud technologies and principles.
• Ideal: strong customer and client focus.
• Advantage: AWS certification.
• Advantage: French or German language skills.

Conditions

Hybrid working, with 2 set days per week in the Edinburgh office.

The role may require travel to customer sites, though the travel requirement field is listed as none.

Relocation is not provided.

Position type is experienced.

Referral payment plan is available.

Equal opportunities sentence: the employer welcomes diversity and asks candidates to say if anything would help the process work for them.

Benefits

• Competitive salary and bonus schemes.
• Holiday bonus of two weeks additional pay per year.
• 25 days holiday plus bank holidays.
• Defined contribution pension scheme.
• Private medical insurance.
• Employee stock purchase plan.
• Flexible working options.
• Life assurance.
• Enhanced maternity and paternity pay.
• Coaching, development and wide-ranging learning opportunities.
• Employee health and wellbeing support, including an EAP and wellbeing guidance.
• Carbon neutral initiatives and goals.
• Corporate social responsibility initiatives, including volunteering days.
• Discounts through a well-known companies scheme.