Technical Product Support

**Own the Details. Coordinate the Fixes. Support Customers Who Rely on Us.**

FeedAlert is a growing startup division of E Collinson & Co Ltd, a respected UK manufacturer specialising in agricultural silos. FeedAlert helps farms manage feed smarter through load cell-based monitoring, wireless connectivity, and intuitive dashboards.

We're now looking for a technically capable, well-organised, and proactive team member to join us.

This role starts at the coal face of customer support, giving you visibility into the platform’s real-world behaviour. Over time, you’ll investigate root causes, escalate issues to trusted technical partners, coordinate improvements, track changes, and support new system onboarding projects. You'll act as a link between support, our technical partners, and product development — Ensure learnings are captured and tracked. Strengthen system performance, and the changes that make the product more robust.

You’ll act as a critical link between support, product development, and technical partners — ensuring customers are supported, systems run smoothly, and product learnings recorded.

This is a full-time, office-based role within a small, adaptable team — ideal for someone who enjoys solving problems, working with connected devices, and growing into a long-term technical operations role.

**What You’ll Do**

Escalated Issue Management & Technical Coordination
- Be part of the support team — focusing on next-level issues that require root cause investigation
- Escalate issues to firmware, electronics or platform partners and track resolution, establish root cause
- Use Freshdesk (or similar) to log, manage and follow through on technical tickets

Technical Onboarding for Larger Customers
- Act as the internal project manager for the technical element of onboarding major customers or deployments
- Coordinate install readiness, configuration validation, data checks and system activation
- Work closely with support and the Product Manager to ensure larger clients experience a smooth rollout

System Optimisation & Preventative Improvement
- Learn and grow into a technical triage lead — someone who can identify root causes and prioritise fixes with clarity
- Spot recurring issues (e.g. sensor dropout, weight discrepancies, signal issues) and suggest or help implement long-term fixes
- Coordinate improvements in setup procedures, alert logic or system settings to reduce support load
- Driving product robustness and operational improvement through structured issue tracking, and documentation

Documentation & Change Tracking
- Maintain accurate internal records of:

- Firmware changes and rollout logs
- Product issues and resolution history
- Trials, diagnostics and test outcomes
- Create user product documents/FAQ’s/ as required
- Ensure documentation is traceable and supports alignment with ISO 9001, 14001 and 27001

Customer & Partner Communication
- Communicate clearly and professionally with both technical partners and customers
- Translate technical issues into understandable explanations and actions
- Be a calm, structured presence in issue resolution and onboarding

Small Team Collaboration
- Be ready to pitch in where needed — whether supporting a trial, chasing an action, or helping prep an internal test
- Flex your focus based on what the product needs that week — delivery, support, improvement, or reporting

IT Awareness & AI (Optional)
- Be confident navigating cloud platforms, product support tools and basic system monitoring dashboards
- Interest or experience in using AI tools for diagnostics or support automation is a plus, but not required

**Involvement in Technical Development**

While you won’t be leading product development directly, you’ll be actively involved in the process — contributing through structured documentation, change tracking, technical issue summaries.

As you grow in the role, you’ll develop a deeper understanding of our technical stack — from device behaviour to system flow — and there’s a clear path for the right person to evolve technically over time. We're looking for someone who’s curious, committed, and ready to grow as the product and team scale.

**What You Bring**

Required:

- 2-5 years’ experience in technical product support and project coordination.
- Strong project organisation and time/task tracking skills
- Comfortable working with helpdesk systems (Freshdesk or equivalent)
- Good IT literacy and basic understanding of cloud-connected devices
- Excellent customer communication and issue handling mindset
- Comfortable working in a small, adaptable team

Advantageous:

- Experience coordinating or supporting technical onboarding for products or platforms
- Understanding of IoT principles, wireless communication, or sensor systems
- Understanding or in of AI and SaaS
- Basic maths confidence
- Exposure to standards (9001, 14001, 27001)

Interest in emerging tools like AI for support efficiency or diagnostics (not essential)

**Why Join FeedAler