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- Tasks: Provide technical support and troubleshoot issues for Nobi installations across Europe, UK, and US.
- Company: Join a global scale-up improving lives through innovative technology.
- Benefits: Enjoy remote work, competitive salary, and continuous learning opportunities.
- Why this job: Make a real impact by solving technical challenges and supporting customers.
- Qualifications: 3+ years in technical support, strong problem-solving skills, and excellent communication.
- Other info: Be part of a dynamic international team with growth potential.
The predicted salary is between 36000 - 60000 £ per year.
We are looking for a hands-on, technically curious Customer Support Engineer to join our global support team. In this renewed set-up, the focus of the role is on 2nd line support, while all team members are also able and willing to handle 1st line activities when needed. Together, the team shares responsibility for ticket triage, troubleshooting, and follow-up. You will play a critical role in ensuring smooth operation of Nobi installations across Europe, UK and US. You’ll be the calm, solution-driven expert customers can rely on — someone who enjoys diving into technical challenges, uncovering root causes, and communicating clearly and empathetically. This role is based in the UK and fully remote. Fluency in English is required.
KEY RESPONSIBILITIES
- Technical Support & Troubleshooting: Act as first point of contact and 2nd line escalation for all technical support inquiries. Perform initial triage of incoming tickets, supported by automated regional routing. Troubleshoot issues across Nobi’s full product stack: hardware, software, connectivity, Wi-Fi networks, VLANs, and cloud integrations. Analyse data captured by the Nobi light when investigating incidents, building creative and evidence-based conclusions. Ensure SLA compliance, including first response within 1 hour during service windows.
- Customer & Partner Interaction: Provide clear, empathetic communication to customers, installers, and care professionals. Guide customers through solutions in a structured, reassuring way — especially during high-impact situations (e.g., emergency calls or missed-fall reports). Support & liaise with Implementation and Customer Success teams for a seamless customer experience.
- Process & Collaboration: Maintain accurate documentation, ticket notes, and internal knowledge base entries. Contribute to continuous improvement of workflows in a global support operating model. Collaborate with 3rd line engineering for complex technical escalations. Participate in on-site training, currently organised regularly at our Antwerp office.
- On-Call Duties: Participate in a rotating emergency on-call schedule (evenings, nights, early mornings, weekends). Handle urgent alerts and ensure appropriate follow-up depending on customer needs.
QUALIFICATIONS
- Skills & Competencies: Strong analytical and problem-solving mindset; able to think creatively when data is incomplete. Excellent written and verbal communication skills in English, including strong phone communication skills, as a phone support service is being set up. Calm, customer-oriented approach — especially in stressful situations. Solid understanding of networking fundamentals (IP, DHCP, Wi-Fi, VLANs, VPN). Familiarity with ticketing or CRM systems (e.g. Zendesk). Strong organisational skills and attention to detail in documentation. Ability to collaborate across departments and work in a global support structure. A willingness to continuously learn and improve.
- Experience: 3+ years of experience in a technical support or service engineering role. Experience with IoT, smart devices, connected platforms, or healthcare technology is a plus. Familiarity with cloud-based platforms and hardware–software ecosystems. Exposure to customer-facing incident handling or escalation workflows is an advantage.
OFFER
- A meaningful role at an ambitious global scale-up improving lives through technology.
- A dynamic and supportive international team across Europe, the UK, and the US.
- Remote work.
- Hands-on training and continuous learning opportunities.
- Competitive salary and benefits package aligned with UK standards.
Customer Support Engineer in Royal Leamington Spa employer: NOBI
Contact Detail:
NOBI Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Support Engineer in Royal Leamington Spa
✨Tip Number 1
Get your tech skills sharp! Brush up on networking fundamentals and troubleshooting techniques. The more confident you are in your abilities, the better you'll handle those tricky customer queries.
✨Tip Number 2
Practice your communication skills! Being calm and empathetic is key when dealing with customers, especially during high-pressure situations. Try role-playing scenarios with friends to get comfortable.
✨Tip Number 3
Network like a pro! Connect with current employees or others in the industry on LinkedIn. They might share insights about the company culture or even refer you directly, which can give you a leg up.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you're genuinely interested in joining our team at StudySmarter.
We think you need these skills to ace Customer Support Engineer in Royal Leamington Spa
Some tips for your application 🫡
Show Your Technical Curiosity: When writing your application, let us see your passion for technology! Share examples of how you've tackled technical challenges in the past. We love candidates who are eager to dive deep into problem-solving.
Communicate Clearly and Empathetically: Since you'll be interacting with customers, it's crucial to demonstrate your communication skills. Use your application to showcase how you can explain complex issues in a simple way, and highlight any experience you have in customer support.
Highlight Your Organisational Skills: We appreciate candidates who pay attention to detail. Make sure to mention any experience you have with documentation or ticketing systems. This will show us that you can keep things organised and efficient in a busy support environment.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates. Plus, we love seeing applications come in through our own platform!
How to prepare for a job interview at NOBI
✨Know Your Tech Inside Out
Make sure you brush up on your technical knowledge, especially around networking fundamentals like IP, DHCP, and VLANs. Be ready to discuss how you've tackled similar technical challenges in the past, as this will show your analytical and problem-solving mindset.
✨Practice Empathetic Communication
Since you'll be dealing with customers in potentially stressful situations, practice how you communicate solutions clearly and calmly. Role-play scenarios where you guide someone through a technical issue, focusing on being reassuring and structured in your approach.
✨Familiarise Yourself with Ticketing Systems
If you have experience with ticketing or CRM systems like Zendesk, be prepared to talk about it. If not, do a bit of research on how these systems work and think about how you would document and manage tickets effectively.
✨Show Your Willingness to Learn
This role values continuous improvement, so be ready to share examples of how you've learned from past experiences. Discuss any training or courses you've taken that relate to IoT, smart devices, or healthcare technology to demonstrate your commitment to growth.