At a Glance
- Tasks: Become a trusted expert, solving complex technical issues for satellite navigation systems.
- Company: Join a leading tech company focused on innovation and customer success.
- Benefits: Competitive salary, flexible working hours, and opportunities for professional growth.
- Other info: Dynamic team environment with mentorship opportunities and global support community.
- Why this job: Make a real impact by enhancing customer experiences and shaping product development.
- Qualifications: Degree in Engineering or related field; experience in technical support preferred.
As a Technical Support Engineer, you’ll become the trusted expert and strategic escalation point within our customer support organization, delivering advanced technical solutions and innovative problem‑solving for our cutting‑edge satellite navigation test and simulation systems. This role is perfect for driven professionals ready to elevate their technical expertise while directly impacting customer success and product excellence.
You’ll work both independently and collaboratively to analyse complex technical issues, replicate customer environments, and guide resolution efforts through root cause identification and corrective actions. With growing autonomy, you’ll contribute to knowledge creation, continuous improvement of support processes, and the enablement of junior engineers. This is an excellent role for a support professional ready to deepen their technical skill set and take on broader responsibilities within a collaborative engineering environment.
- Champion customer success by taking full ownership of complex hardware and software cases from escalation through resolution, delivering expertise and accountability at every stage.
- Leverage advanced diagnostic tools and cutting‑edge techniques to strategically isolate, reproduce, and resolve even the most complex technical challenges.
- Act as a strategic bridge between customers and engineering teams, translating real‑world challenges into high‑impact insights that directly shape product roadmaps and drive meaningful improvements.
- Lead and inspire junior support engineers through hands‑on mentorship, sharing best practices and developing the next generation of technical support talent.
- Contribute to the creation and improvement of technical documentation, FAQs, and internal troubleshooting guides.
- Perform or support remote and on‑site system installation, configuration, integration, and training.
- Expertly manage and track escalated cases using industry‑standard platforms like Salesforce and Jira, consistently exceeding SLAs and customer satisfaction targets.
- Support software and firmware deployments, including pre‑release testing and validation when required.
- Collaborate with cross‑functional teams (Engineering, Product, QA) to ensure customer issues are accurately captured and resolved.
- Join a global 24/7 support community, contributing to on‑call and after‑hours rotations that showcase your commitment to customer success across time zones.
- Awareness of and adherence to QEHS policies and procedures. e. Quality, Environment, H&S and IT Security policies
Education & Qualifications
- Degree or equivalent qualification (e.g., BEng, BSc, HND) in Engineering, Electronics, Computer Science, or related technical field.
- Demonstrable experience in a technical support or customer‑facing engineering role, ideally in a high‑tech or test & measurement environment.
- Demonstrated experience with RF test equipment (e.g., spectrum analysers, power meters, oscilloscopes).
- Strong skills in problem analysis, root cause identification, and solution design in real‑world customer environments.
- Solid experience with support platforms such as Salesforce and issue tracking tools like Jira.
- Familiarity with Linux environments, including basic system administration, scripting, and debugging.
- Proficient in creating and maintaining technical documentation and providing structured feedback to development teams.
Experience
- Knowledge or hands‑on experience with GNSS (Global Navigation Satellite Systems) and positioning technologies.
- Experience working in cross‑functional teams or in a matrixed support engineering model.
- Exposure to networking and communication protocols, especially those related to timing, synchronization, or embedded systems.
- Experience with virtualization platforms (e.g., VMware, Hyper‑V) and remote troubleshooting techniques.
- Interest in or exposure to systems integration, automation, or scripting (e.g., Python, Bash).
Behaviours
- Takes bold initiative in tackling complex problems and champions solutions through to closure with minimal supervision, demonstrating true ownership and drive.
- Builds lasting customer relationships through genuine empathy, exceptional communication, and outstanding interpersonal presence in every interaction.
- Comfortable working under pressure and managing multiple open issues with varying priorities.
- Proactively shares knowledge and best practices to support team development.
- Demonstrates ownership and accountability, balancing short‑term resolution with long‑term customer success.
- Thrives in dynamic environments with a passion for continuous learning, eagerly expanding technical expertise and staying ahead of industry trends and product evolution.
Careers Privacy Statement: Keysight is an Equal Opportunity Employer.
Technical Support Engineer employer: Keysight Technologies
Keysight Technologies is an excellent employer for Field Service Engineers, offering a dynamic work culture that values innovation and collaboration. With a strong focus on employee growth, the company provides extensive training and development opportunities, ensuring that technicians can advance their skills while working in a supportive environment. Located in Winnersh, UK, employees benefit from a vibrant community and the chance to engage with cutting-edge technology in a role that promises meaningful and rewarding experiences.
StudySmarter Expert Advice🤫
We think this is how you could land Technical Support Engineer
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Keysight 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 Keysight 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
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 Keysight Technologies:Your cover letter is your chance to shine! Tell us why you want to work at Keysight 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 Keysight Technologies!
How to prepare for a job interview at Keysight 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.
