At a Glance
- Tasks: Lead customer support for semiconductor IP and software solutions, ensuring top-notch service.
- Company: Join a forward-thinking tech company focused on innovation and collaboration.
- Benefits: Enjoy competitive salary, flexible working, private health insurance, and generous leave.
- Other info: Be part of a passionate team with excellent career growth opportunities.
- Why this job: Make a real impact in a dynamic role while growing your technical skills.
- Qualifications: Experience in customer engineering and strong communication skills are essential.
The predicted salary is between 60000 - 80000 £ per year.
As a Customer Engineering Lead you will be integrated closely with the wider Engineering and Sales Engineering teams to provide both pre-emptive and ad-hoc support to customers using PQShield semiconductor IP and software library solutions. The primary responsibility of the Customer Engineering team is to provide first-line response to Customer tickets, and this Lead role is expected to set and maintain the standard. It is expected that the successful candidate will have experience directly resolving queries in at least one technical area, drawing on the engineering team where otherwise necessary, and will grow the function as our customer base expands.
Strong communication skills are required, especially through internal and customer-facing tracking systems such as Jira/JSM and Confluence/Knowledge Base. The role will also support the assembly and secure delivery of IP/Libraries and associated updates to customers - knowledge of SFTPgo or similar file-sharing systems is a strong bonus. The role involves strong cross-team collaboration with software, firmware, and hardware IP teams to ensure that workarounds are viable and well-documented, and that fixes address the root-cause of problems.
A secondary role of the team will involve experimenting with PQShield IP, acting as a "friendly customer", to provide technical and quality-of-life improvements and to ensure clarity and accuracy of deliverable documentation. The team will also provide support, when able, for the Product team to test roadmap assumptions for utility and maintainability.
Responsibilities:- Managing customer issues in line with contracted SLAs
- Maintaining the company's reputation for technical excellence and engineering support
- Post-delivery communication between engineering and customers
- Developing fixes and workarounds for issues in collaboration with the engineering team
- Collaborating with the engineering team to identify and holistically fix recurring or systematic issues at the root cause
- Working with test assets such as FPGAs, simulation environments, and customer platforms
- Acting as a "friendly customer" to stress-test production IP, pushing the limits to pre-emptively uncover quirks and flaws
- Occasional travel to customer premises, as required
- Required - experience working in a similar customer engineering / FAE role
- Proven ability to communicate complex technical details and workaround/update/upgrade pathways
- Required - experience in at least one relevant technical discipline e.g. Software development, embedded software / firmware development, ASIC implementation, RTL development / integration / verification
- Highly desirable - proven track record configuring, optimising, and managing issue tracking and customer delivery systems e.g. Jira Service Management, SFTPgo
- Desirable - direct experience integrating, implementing, or using cryptographic IP (e.g. in ASIC / FPGA / SW stack)
- Excellent empathetic skills
- Excellent analytical and problem-solving skills
- Curiosity, and a desire to break things
Some of the perks of working with us:
- Unparalleled opportunities to learn and accelerated career development.
- A collaborative, team environment with people who truly love what they do.
- Competitive salary and share option scheme.
- Flexible and hybrid working, and a working from home budget.
- Private health insurance for yourself and your family.
- 25 days annual leave (plus bank holidays and two wellness weeks).
- 50% gym membership discount.
- The chance to work with a spirited, smart, and friendly team!
Interested? Apply today to be part of the future of secure software!
StudySmarter Expert Advice🤫
We think this is how you could land Remote Customer Engineering Lead in Colchester
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Grabjobs. 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 Grabjobs 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 Remote Customer Engineering Lead in Colchester
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 Grabjobs:Your cover letter is your chance to shine! Tell us why you want to work at Grabjobs 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 Grabjobs!
How to prepare for a job interview at Grabjobs
✨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.
