At a Glance
- Tasks: Provide expert technical support for specialised printing hardware and troubleshoot customer issues.
- Company: Join a leading tech company with a focus on innovative printing solutions.
- Benefits: Enjoy a hybrid work model, competitive salary, and opportunities for professional growth.
- Other info: Dynamic team environment with excellent career advancement opportunities.
- Why this job: Make a real difference by helping customers with cutting-edge printing technology.
- Qualifications: Experience with specialised printers and strong communication skills are essential.
The predicted salary is between 30000 - 40000 £ per year.
We are seeking a knowledgeable and proactive Technical Support Engineer to join our team as a technical expert for our specialised printing hardware, including thermal label/barcode printers, point‑of‑sale (POS), and dye‑sub sublimation photo printers. In this role, you will bridge the gap between complex hardware functionality and customer satisfaction, handling day‑to‑day troubleshooting while driving internal knowledge sharing and technical training. This is a full‑time, hybrid role based in either our Staines‑upon‑Thames (UK) or Stuttgart (Germany) office with at least 3 days at one of our offices.
Core Responsibilities
- Technical Support & Product Expertise
- Answer product‑related support questions for day‑to‑day technical enquiries: Provide timely, accurate troubleshooting for hardware, firmware, connectivity (USB, Network, Bluetooth, Wi‑Fi), and driver issues related to label, POS, and dye‑sub printers.
- Support technical team with product knowledge: Act as the internal escalation point and subject matter expert working with colleagues through hardware specific issues generated by these product sets.
- Work to manage and provide content to product knowledgebase: Author, review, and update internal and external troubleshooting guides, FAQs, and step‑by‑step resolution articles to improve self‑service and team resolution times.
- Training & Resource Enablement
- Conduct sales and technical product training: Design and deliver engaging technically orientated training sessions internally for sales and marketing teams (on product capabilities) and external partners/customers (on installation, maintenance, and optimisation).
- Steer product collateral and technical training resources: Collaborate with product and marketing teams to ensure technical accuracy in user manuals, data sheets, and configuration guides, creating rich training resources like setup videos or quick‑start guides.
Key Skills & Qualifications
- Specialised Printer Knowledge: Direct experience troubleshooting, maintaining, or repairing specialised printing hardware (e.g., thermal transfer/direct thermal label printers, receipt/POS printers, or dye‑sublimation photo printers).
- Ecosystem & Software Familiarity: Experience with label design software (e.g., Bartender, NiceLabel), print drivers, spooler management, and command languages (e.g., ZPL, EPL, ESC/POS).
- Networking & OS Basics: Solid understanding of network configurations (LAN/WAN, IP addressing) and how peripherals interface with Windows, macOS, and Linux environments.
Soft Skills
- The "Translator" Ability: Exceptional communication skills with the ability to break down highly complex mechanical or software issues into clear, bite‑sized instructions for non‑technical users.
- Resourcefulness: A strong knack for documentation and a proactive mindset toward building a self‑sustaining knowledge base.
Requirements
- You will need to work in our office in Staines (London) or Stuttgart for three days per week.
- You must be eligible to work in the UK or Germany.
- You will need to be able to travel easily within the UK and Germany.
- You should have a high and demonstrable standard of English, if not fluent. Other languages beneficial.
Technical Support Engineer employer: Citizen Systems
Join a dynamic team as a Technical Support Engineer where your expertise in specialised printing hardware will be valued and nurtured. With a hybrid work model based in Staines-upon-Thames or Stuttgart, you will enjoy a collaborative work culture that prioritises employee growth through continuous training and knowledge sharing. Our commitment to innovation and customer satisfaction ensures that you will find meaningful and rewarding employment in a supportive environment that encourages professional development.
