Customer Support Engineer
4 weeks ago
- Provide technical support and resolve customer requests via email, phone, and other communication channels.
- Qualify incoming requests, including technical issues, questions, requests and other inquiries.
- Prioritise requests with the appropriate level of urgency, and follow the appropriate procedure to address them in a timely and effective manner.
- Diagnose and troubleshoot software, hardware, and network issues.
- Guide customers through diagnostic and resolution procedures in a clear and concise manner.
- Collaborate with different internal teams to identify and resolve issues.
- Provide feedback on customer needs and product enhancements.
- Develop and maintain a deep understanding of the company’s products and services.
- Document customer interactions, issues and solutions for future reference and knowledge sharing.
- Create and maintain customer FAQs and Knowledge Base articles.
- Recent experience in technical support, customer service or similar role.
- Experience diagnosing and debugging complex systems (Grafana, Prometheus, Cloud Operations Suites, etc)
- Familiar with Linux/Unix environments and CLIs
- Outstanding problem-solving and analytical skills.
- Strong communication skills, both verbal and written, with an ability to explain complex technical issues in simple terms.
- Customer-oriented attitude with a passion for providing exceptional service.
- Ability to work independently and collaboratively, and manage multiple priorities in a fast-paced environment.
- Willingness to work in different shifts and participate in on-call schedules.
- An understanding of computer vision, mobile autonomy or LiDAR data processing.
- A degree (or equivalent experience) in Engineering/Robotics/Computer Science or related subject, or equivalent work experience
- Competitive salary, benchmarked against the market and reviewed annually
- Hybrid and/or flexible work arrangements
- An outstanding £3,000 flexible benefits including private medical insurance, critical illness coverage, life assurance, EAP, group income protection
- A salary exchange pension plan
- 25 days’ annual leave plus bank holidays
- A pet-friendly office environment
- Safe assigned spaces for team members with individual and diverse needs
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