At a Glance
- Tasks: Support customers with onboarding, technical issues, and maximise platform value.
- Company: Luware, a leading SaaS provider in innovative contact centre solutions.
- Benefits: Fast-paced environment, personal growth opportunities, and flexible work arrangements.
- Other info: Collaborative culture with regular team events and international exchange opportunities.
- Why this job: Join a dynamic team and make a real impact on customer success.
- Qualifications: Experience in technical support and project delivery, fluent in German and English.
The predicted salary is between 50000 - 60000 £ per year.
Founded in 2010, Luware is a leading SaaS provider specializing in innovative contact center and conversation recording solutions. Our Microsoft-certified solutions are designed to streamline customer interactions. We're committed to innovation and growth, fostering a culture that embraces agile methodologies and flexible work arrangements.
We’re looking for a technically skilled and customer-focused Customer Success Engineer to join our growing team in London as soon as possible. In this role, you'll be the technical backbone of our customer relationships, assisting with new customers through onboarding, delivering hands-on project delivery, resolving complex support issues, and helping customers unlock the full value of our platform.
You will assist our customers through technical challenges during new onboardings and support, from requirements gathering and solution design through to go-live support and long-term success. This role is ideal for someone who thrives at the intersection of engineering and customer engagement.
What you’ll be doing:
- Provide engineering assistance for customer onboardings, including requirements workshops, solution design, configuration, and go-live support.
- Provide L2/L3 technical support, taking full ownership of complex support cases through to resolution.
- Troubleshoot and resolve technical issues across SaaS platforms and on-premises deployments, collaborating with development and cloud operations teams where needed.
- Deliver technical documentation including high-level designs, network diagrams, test plans, and knowledge base articles.
- Conduct customer and partner training sessions to maximise platform adoption and value.
- Collaborate with sales and customer success teams to understand customer needs and drive positive outcomes.
- Feed product insights and customer feedback back to product teams to influence the roadmap.
- Support and mentor junior team members, reviewing their work and contributing to team capability.
What we are looking for:
- Background in computer science, business informatics, or a related field (degree, apprenticeship, or equivalent experience).
- Minimum 3 years of experience in enterprise-level technical support (L2/L3 preferred).
- Minimum 3 years of experience in project delivery or technical implementation roles.
- Strong experience with Microsoft Teams, Azure Entra ID, and the broader Azure and Microsoft 365 ecosystem.
- Excellent communication skills in German and English (C1 written and spoken - mandatory).
- Customer-first mindset with genuine empathy for the challenges customers face.
- Calm under pressure, detail-oriented, and proactive in problem-solving.
- Able to manage multiple priorities independently while also contributing to a collaborative team.
- Proven ability to diagnose and troubleshoot issues in both SaaS and on-premises IT infrastructure environments.
- Familiarity with AI integration and implementation within enterprise communications is a plus.
- Microsoft Azure, Teams, or M365 certifications - nice to have.
- Verint VFC experience or similar compliance voice recording platforms - nice to have.
Our offer:
- A fast-paced, international, and collaborative work environment.
- A challenging and diverse role with high autonomy.
- A motivating and supportive team culture where your ideas matter.
- Excellent opportunities for personal and professional growth.
- Regular team events and the chance to work from another Luware office for up to a month through our exchange program.
You can expect a genuinely collegial, international environment and a fresh, dynamic, open corporate culture. Do you feel addressed and are you ready to finally unleash your full potential? Then upload your CV spontaneously for an initial review - we are just a click away! We are very looking forward to getting to know you!
We will only consider candidates who apply directly for this position. Applications or inquiries from recruitment agencies will not be processed. Thank you for your understanding.
Customer Success Engineer 100% in London employer: Luware
At Luware, we pride ourselves on being a leading SaaS provider with a vibrant and innovative work culture that champions agility and flexibility. As a Customer Success Engineer in London, you'll enjoy a collaborative environment where your technical expertise directly impacts customer satisfaction and success, alongside excellent opportunities for personal and professional growth. Join us to be part of a supportive team that values your ideas and fosters a collegial atmosphere, all while working on cutting-edge solutions in the heart of a dynamic city.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Engineer 100% in London
✨Tip Number 1
Network like a pro! Reach out to current employees at Luware on LinkedIn or other platforms. Ask them about their experiences and any tips they might have for landing the Customer Success Engineer role. Personal connections can give you an edge!
✨Tip Number 2
Prepare for the interview by diving deep into Luware's products and services. Understand how their solutions work, especially with Microsoft Teams and Azure. This will show your genuine interest and help you answer questions confidently.
✨Tip Number 3
Showcase your problem-solving skills during interviews. Be ready to discuss past experiences where you resolved complex technical issues. Use the STAR method (Situation, Task, Action, Result) to structure your answers effectively.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, it shows you’re serious about joining the team. We can’t wait to see what you bring to the table!
We think you need these skills to ace Customer Success Engineer 100% in London
Some tips for your application 🫡
Tailor Your CV:Make sure your CV reflects the skills and experiences that match the Customer Success Engineer role. Highlight your technical support experience and any relevant projects you've worked on, especially those involving Microsoft Teams or Azure.
Craft a Compelling Cover Letter:Use your cover letter to tell us why you're passionate about customer success and how your background makes you a great fit for our team. Share specific examples of how you've helped customers overcome challenges in the past.
Showcase Your Communication Skills:Since excellent communication is key in this role, make sure your application is clear and concise. Use professional language but let your personality shine through – we want to see the real you!
Apply Through Our Website:Don't forget to apply directly through our website! This helps us keep track of your application and ensures it gets to the right people quickly. Plus, it shows you're genuinely interested in joining our team.
How to prepare for a job interview at Luware
✨Know Your Tech Inside Out
As a Customer Success Engineer, you'll need to demonstrate your technical prowess. Brush up on your knowledge of Microsoft Teams, Azure Entra ID, and the broader Azure and Microsoft 365 ecosystem. Be ready to discuss how you've used these tools in past roles and how they can benefit customers.
✨Showcase Your Customer-Centric Approach
This role is all about customer engagement, so be prepared to share examples of how you've successfully navigated customer challenges. Highlight your empathy and problem-solving skills, and think of specific instances where you turned a difficult situation into a positive outcome for the customer.
✨Prepare for Technical Scenarios
Expect to face technical questions or scenarios during the interview. Practice troubleshooting common issues related to SaaS platforms and on-premises deployments. Being able to walk through your thought process will show your analytical skills and ability to handle complex support cases.
✨Engage with the Team Spirit
Luware values collaboration, so be ready to discuss how you work within a team. Share experiences where you've mentored others or contributed to team projects. This will demonstrate that you're not just a lone wolf but someone who thrives in a supportive environment.
