Technical Customer Support Engineer

Part of the Implementation, Logistics & Customer Support team

About the role:

This role will lead the remote monitoring of our systems in the field, be able to solve standard technical issues for our clients and work with the engineering team to solve more complex problems. There is great capacity for growth in this role as the company grows. This position will suit someone who enjoys solving technical problems, working collaboratively and contributing to high-quality customer support experience.

A typical day in this role looks like:

• Monitor the fleet of deployed hardware using tools and provide input on the development of fit-for-purpose new tools for monitoring and troubleshooting
• Working in an agile way to facilitate the investigation of technical issues to help with overall customer satisfaction
• Receiving calls, chats or tickets from clients dealing with technical or functional issues, replying to requests and escalating internally through the appropriate channel as relevant.
• Building up a knowledge base repository on problems/solutions (e.g. a public customer support FAQ)
• Developing and maintaining tutorials, examples, code snippets, or webinars about how maintain and services our product for partners and distributors
• Leading on the IT setup and troubleshooting of devices internally, and of our hardware at client sites or remotely.
• Onboarding new employees and managing enrolments via an MDM server