At a Glance
- Tasks: Provide 2nd line technical support and resolve customer issues with our software solutions.
- Company: Join Causeway, the UK's top construction software provider, dedicated to innovation and customer satisfaction.
- Benefits: Enjoy 25 days leave, matched pension, fitness allowances, and private medical insurance.
- Other info: Remote work opportunity with a focus on professional growth and environmental responsibility.
- Why this job: Be part of a diverse team, enhance your skills, and contribute to meaningful customer experiences.
- Qualifications: 3+ years in technical support, degree in IT or related field, and relevant certifications required.
The predicted salary is between 30000 - 42000 £ per year.
Technical Support Engineer
Remote (UK)
Do you want to deliver exceptional customer experiences and play a hands-on role supporting mission-critical software used across the construction industry? At Causeway, we’re looking for a proactive, technically skilled Technical Support Engineer to provide 2nd line support and help delight our customers across a wide range of digital solutions.
Who Are We?
We are ranked as the UK’s #1 construction-specific software player, and our mission is simple: to provide market-leading end-to-end software solutions to the construction and construction-related industries across the entire build lifecycle. If you are looking to build an exceptional career with an award-winning company, you’ve come to the right place.
Our teams are based in the UK, Europe, USA and India, working on products that are used on a global scale. We have a clear and defined roadmap to deliver over the next three years, which is centred around a large-scale digital transformation as well as continuing our growth and expansion.
We embrace diversity and equality and want our employees to feel comfortable bringing their whole selves to work. We are committed to building a team with a variety of backgrounds, skills, and views. Creating a culture of equality isn’t just the right thing to do, it improves every aspect of our business.
Purpose
As a Technical Support Engineer, you’ll be at the heart of our customer support operations, investigating, resolving, and escalating issues to ensure our customers get fast, accurate, and friendly assistance every time. You’ll act as a 2nd line escalation point, specialising in particular Causeway product streams, and ensuring a seamless and positive customer experience. Your technical expertise and communication skills will directly contribute to customer satisfaction and retention, while helping shape internal processes and knowledge sharing.
Responsibilities
Technical Customer Support
Own and manage technical support cases escalated via the Support Platform, ensuring SLA adherence and high-quality resolutions.
Provide 2nd line support for assigned product streams, working closely with Senior Technical Support Engineers and Professional Services.
Build deep product knowledge across Causeway’s solution set, acting as a go-to expert for specific applications.
Troubleshoot and resolve issues across software, systems, and infrastructure, including replication, logging, and investigation.
Flag trends and common issues, recommending improvements to reduce repeat occurrences.
Liaise with engineering teams where required to drive resolution of complex technical problems.
Provide clear documentation and contribute to knowledge articles for internal and external use.
Visit customer sites when required to support delivery or resolution.
Customer Experience
Deliver an outstanding customer experience, consistently building trust, rapport, and satisfaction.
Provide clear, concise, and empathetic communication, both written and verbal.
Record all customer interactions accurately and thoroughly in the support system.
Own customer feedback loops, ensuring that every issue raised is acknowledged, addressed, and followed up.
Help foster a customer-centric support culture through continuous improvement and innovation.
Skills, Experience, and Qualifications
Essential
Minimum 3 years’ experience in front-line or 2nd line technical support.
Degree-level education or equivalent in IT, Business Systems, or a technical discipline.
2+ Microsoft Certified Professional (MCP) certifications (or equivalent).
ITIL Foundation certification or higher.
Strong knowledge of Microsoft Office and the following technologies:
Microsoft Server and Desktop Operating Systems
Networks and communication protocols
IIS
Active Directory
Citrix
Terminal Server
Virtualisation
MS SQL Server
Android/iPhone mobile platforms
Competencies
Passionate about delivering a great customer experience.
Excellent problem-solving mindset and ability to work under pressure.
Confident communicator who can explain technical details to non-technical users.
Exceptional time management and organisational skills.
Strong attention to detail and a thorough approach to troubleshooting.
Driven, positive, and team-oriented, with a strong sense of ownership.
Eager to learn new technologies and develop professionally.
Benefits
As a leader in employee engagement and people management, there are fantastic benefits and rewards at Causeway. We strive, year on year, to achieve recognition as an award-winning workplace that our employees love. We’ve selected just a few of the many benefits available below to show you how we take care of our Causeway stars:
25 days annual leave + public holidays, increasing with length of service
4% matched pension
Income protection and life assurance
Access to our award-winning benefits platform
We take mental health seriously and have a dedicated EAP available 24/7
£100 allowance towards a fitness club
Dell discounts
Private Medical Insurance
Paid study leave + volunteering days
Car scheme
Carbon Footprint
Like all responsible companies, Causeway is aware of the need to recognise the importance of protecting our environment and addressing the climate emergency. Causeway is a carbon neutral company, and we offset our calculated carbon footprint. However, we recognise that offsetting is not a permanent solution, so we set environmental objectives to reduce our footprint year-on-year.
Our Values
We are Trusted. Do the right thing, we own this.
We are Agile. Be the change, we’re on a journey.
We are Curious. Ask questions, keep learning.
We are Driven. Get stuck in, we make it happen.
Technical Support Engineer Customer Support · Remote, UK · employer: Causeway Technologies
At Causeway, we pride ourselves on being an exceptional employer, offering a vibrant work culture that champions diversity and equality. Our commitment to employee growth is evident through our extensive benefits package, including generous annual leave, professional development opportunities, and a focus on mental health support. Join us in our mission to deliver outstanding customer experiences while being part of a carbon-neutral company dedicated to making a positive impact in the construction industry.
StudySmarter Expert Advice🤫
We think this is how you could land Technical Support Engineer Customer Support · Remote, UK ·
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Causeway Technologies. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Causeway Technologies before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Technical Support Engineer Customer Support · Remote, UK ·
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Causeway Technologies:Your cover letter is your chance to shine! Tell us why you want to work at Causeway Technologies specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Causeway Technologies!
How to prepare for a job interview at Causeway Technologies
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
