(Senior) Customer Support Engineer
Department: Commercial
Employment Type: Permanent - Full Time
Location: Middleton Stoney, United Kingdom
Reporting To: Global Customer Support Manager
Compensation: Competitive
Description
Reporting to the Global Customer Support Manager, the (Senior) Customer Support Engineer is responsible for delivering technical support, guidance and training to prospects, customers, integrators, and channel partners in their designated territory. This includes supporting with product selection, resolving complex customer issues, creating support documentation, demonstrating OXTS products, collaborating with customers on product integration, and identifying opportunities for product and service enhancements. Customer Support Engineers play a pivotal role in building and nurturing strong customer relationships, advocating for customer needs, and ensuring customers derive maximum value from OXTS products.
We're recruiting for 2 vacancies at either Engineer, or Senior Engineer level.
Key Responsibilities
You will:
- Provide technical support, troubleshooting complex issues involving both hardware and software.
- Assist with product selection and provide training and demonstrations.
- Collaborate with customers on product integration projects.
- Create clear and effective support documentation.
- Capture customer feedback to inform product and process improvements.
- Help identify new business opportunities through a strong understanding of customer needs.
This role requires deep technical knowledge, excellent communication skills, and a passion for solving complex problems.
Skills, Knowledge and Expertise
Key Behaviours & Attributes
- Customer-focused with strong interpersonal and problem-solving skills.
- High attention to detail in technical communication and documentation.
- Practical mindset and hands-on approach to technical tasks.
- Self-starter who can work independently and manage multiple tasks.
- Adaptable and thrives in a dynamic, fast-paced environment.
- Strong written and verbal communication skills.
- Personal accountability, reliability, and a professional approach.
Essential Experience
- Experience in a technical support role within a high-tech environment.
- Degree in engineering or a technical discipline (2:2 or above or international equivalent).
- Strong mathematical background, particularly in coordinate systems, calculus, geometry, and algebra.
- Diagnostic and troubleshooting skills.
- Experience with both software and hardware integration.
- Familiarity with customer-facing support processes and ticketing systems.
- Proven ability to manage technical projects and work with diverse stakeholders.
- Good knowledge of customer industries (e.g., automotive, aerospace, robotics).
- Proficient in Windows, Microsoft Office, and able to adopt new tools quickly.
- Full UK driving license.
Desirable Experience
- Knowledge of OXTS products or similar technologies.
- Relevant industry experience or interest.
For more information on the (Senior) Customer Support Engineer role, please find the full role description attached to this job advert.
Benefits
- Discretionary profit share bonus
- Holiday entitlement is 27 days plus bank holidays
- 5% employee and 5% employer contributions through our salary sacrifice workplace pension scheme
- Group Income Protection Insurance Scheme
- Death In Service Scheme
- Electric Vehicle Scheme
- Smart casual dress code
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