At a Glance
- Tasks: Become a product expert, troubleshoot issues, and run training sessions for customers.
- Company: Specialist networking technology company with a strong global reputation.
- Benefits: Up to £60,000 salary, performance bonus, healthcare, and flexible holidays.
- Other info: Hybrid work model from Belfast with opportunities for international travel.
- Why this job: Develop unique networking skills and influence product development while working with global clients.
- Qualifications: Strong networking fundamentals and problem-solving skills required; technical degree or equivalent experience essential.
The predicted salary is between 60750 - 74250 £ per year.
A technical role combining customer support, product expertise and problem-solving for a specialist networking technology company, hybrid from Belfast, paying up to £60,000 depending on experience plus bonus.
About the Company
Our client builds specialist hardware and software that telecoms and data network companies use to measure performance and check their networks behave as they should. Their products are used by operators and equipment manufacturers across the globe, and they have a strong reputation in a niche, technically demanding market. With demand growing, they're strengthening the engineering team that works directly with customers.
The Role
This role sits where engineering meets the customer. Once you've learned the company's products inside out, you'll be the person customers and colleagues turn to when something isn't working or when they want to get more from their kit. You'll recreate problems, track down what's causing them and work with the developers on a fix. You'll also run training sessions and demos and keep the product team informed about what customers need. It suits a networking-minded engineer who likes solving puzzles and enjoys the customer side of the job.
Key Responsibilities
- Become a product specialist and the first point of technical expertise for customers, partners and the sales team.
- Investigate reported problems by reproducing them, isolating the cause and working with developers on a resolution.
- Understand each customer's network setup and testing goals so your guidance fits their situation.
- Run product demonstrations, technical walkthroughs and customer training sessions.
- Build up the support knowledge base with guides, articles and training content.
- Pass customer insight and technical recommendations to the product team to shape future releases.
- Work with sales, product and engineering colleagues to give customers a consistent experience.
- Travel occasionally to meet customers overseas and represent the company at industry events.
What You'll Need
- Strong networking fundamentals, including Ethernet, packet-based communications and how networks are structured, are essential, and the single most important thing we are looking for.
- A methodical, analytical approach to troubleshooting is essential.
- The ability to explain technical detail clearly to engineers, sales colleagues and customers alike is essential.
- Curiosity and the drive to master new products and technologies are essential.
- A technical degree or equivalent hands-on experience is essential.
- A background in technical support, applications engineering, systems engineering or test engineering is highly advantageous.
- Routing and switching experience is a strong advantage.
- Experience with network performance testing or network emulation is a strong advantage.
- Python scripting experience is desirable.
Why Apply?
- You'll develop rare, specialist networking expertise that sets you apart in the market.
- You'll work with a global customer base, with some international travel.
- You'll have a direct line into product development, so your insight shapes the products.
- The salary is up to £60,000 depending on experience, plus a performance-related bonus.
- You'll work hybrid from Belfast, with two set office days a week.
- The benefits are comprehensive, including healthcare, insurance cover, a pension, a share scheme and flexible holidays.
Note For Applicants
All candidates must be currently residing in NI. Full UK Right to Work is preferred, though exceptional candidates already in the UK on a Skilled Worker visa may be considered on an individual basis.
Interested? For a confidential conversation about the role, contact Jordan Madden at Benefits: Work From Home TPBN1_NI
Customer Solutions Engineer in Belfast employer: Ocho
Join a forward-thinking UK technology company that is at the forefront of AI innovation, where you will have the opportunity to develop your skills in a supportive and fast-paced environment. With a strong emphasis on mentorship from senior engineers, flexible working patterns, and the chance to own your projects early on, this role offers a unique pathway for professional growth in AI engineering. The company's commitment to an AI-first culture ensures that you will be working with cutting-edge tools and technologies, making a real impact in complex customer environments.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Solutions Engineer in Belfast
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Ocho. 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 Ocho 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 Customer Solutions Engineer in Belfast
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 Ocho:Your cover letter is your chance to shine! Tell us why you want to work at Ocho 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 Ocho!
How to prepare for a job interview at Ocho
✨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.
