Product Support Engineer (Junior to Mid-Level)
Location: Farnham, Surrey / Hybrid with on-site work required
Type: Full-time
Level: Junior to Mid-Level
About 99 Games Hub Ltd
99 Games Hub Ltd is a UK-based technology company developing 99Shuffle, an innovative interactive shuffleboard gaming system for the leisure, hospitality and entertainment sectors.
Our product combines physical gameplay, digital scoring, tablets, PCs, cameras, software, and interactive venue experiences to help customers create a more engaging and modern entertainment offering.
We are an early-stage company preparing to bring 99Shuffle to market. This means the role is hands‑on, practical and varied. You will be involved in support, setup, testing, customer assistance, product preparation and helping us improve the system as we grow.
About the role
We are looking for a motivated and hands‑on Product Support & Setup Engineer to join our team and support the launch and operation of 99Shuffle.
This role is ideal for someone who is technically minded, practical, reliable and keen to learn. You do not need to be highly experienced, as training will be provided. What matters most is that you are passionate about technology, willing to learn, able to work hard, and committed to helping us deliver a great product and customer experience.
You will support customers and venue partners, help prepare and configure equipment, test new features, investigate issues, document problems clearly, and assist with product setup before and after launch.
This is a broad role where you will gain experience across technical support, product testing, customer operations, installation preparation, hardware/software setup, and basic troubleshooting.
Key responsibilities
- Support system setup, installation and testing at customer sites where required.
- Provide first‑line and second‑line technical support to customers and venue partners using 99Shuffle over the email and phone.
- Prepare and pre‑stage PCs using tools such as Clonezilla, tablets and related equipment before deployment.
- Help configure tablets, PCs, network settings, software builds and venue‑ready systems.
- Reproduce, investigate and document bugs or customer‑reported issues.
- Assist with software updates, deployment preparation and launch readiness.
- Support system calibration, camera checks, gameplay testing and operational validation.
- Help create simple support guides, setup notes and troubleshooting documentation.
- Work closely with the product and development team to prioritise issues affecting customers.
- Share recurring customer issues and product feedback to help improve 99Shuffle over time.
- Support general operational tasks needed in an early‑stage product business.
What we’re looking for
- Ability to communicate clearly with customers and explain technical issues in simple language.
- A proactive attitude and willingness to take ownership of tasks.
- Confidence working with PCs, tablets, software applications and basic hardware setup.
- Ability to work in a startup environment where priorities can change quickly.
- A practical, hands‑on mindset and a strong work ethic.
Technical skills we’d like to see
- Linux PC setup, configuration and troubleshooting.
- Using efficiently the AI for help to find quicker the solution and provide better support.
- Tablet setup Android and basic mobile device support.
- Imaging or cloning tools such as Clonezilla.
- Basic networking knowledge, such as IP addresses, Wi‑Fi, routers, local networks and connectivity testing.
- Experience testing software or hardware‑enabled systems.
- Ability to document issues clearly with screenshots, steps to reproduce and expected behaviour.
- Full training will be provided for the right person.
- You will work directly with experienced software engineers and product leaders.
- You will gain hands‑on experience across support, setup, testing, product operations and customer delivery.
- You will be involved in launching an innovative interactive gaming product.
- You will have the opportunity to grow with the business as 99Shuffle scales.
- You will play an important role in shaping how we support customers and improve the product.
Additional information
Most of the work is on‑site in Farnham and occasional travel may be required for testing, setup or customer support.
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