At a Glance
- Tasks: Lead customer support, resolve complex issues, and build a top-notch support team.
- Company: Fast-growing cyber security company at the forefront of hardware encryption technology.
- Benefits: Competitive salary, 25 days holiday, bonus scheme, and flexible working culture.
- Other info: Collaborative culture with opportunities for career progression and professional development.
- Why this job: Shape the future of customer support in a dynamic and innovative environment.
- Qualifications: Experience in technical support, leadership ambition, and strong troubleshooting skills.
The predicted salary is between 65000 - 65000 £ per year.
Do you want to help shape the Future of Customer Support in a High-Growth Cyber Security Business? We're partnering with an innovative and fast-growing secure communications company at the forefront of hardware encryption technology. Based in the heart of Derbyshire, our client develops cutting‑edge solutions that protect mission‑critical IP data for customers with the most demanding security requirements. This is a rare opportunity to join a highly talented and collaborative engineering environment and make a genuine impact.
As Lead Product Support Engineer, you'll be the driving force behind customer support, combining hands‑on technical expertise with the opportunity to shape and develop a scalable support organisation. Initially, you'll act as the technical lead, managing customer enquiries, resolving complex issues, and providing an outstanding customer experience. Over time, you'll have the opportunity to establish and lead a multi‑tier support team, playing a key role in the company's continued growth and success.
Key Responsibilities
- Take ownership of the end‑to‑end support function and act as the primary escalation point.
- Deliver hands‑on technical support, managing complex customer issues and high‑priority incidents.
- Develop and enhance support processes, service standards, and ITIL‑aligned best practices.
- Build and grow a scalable multi‑tier support team, fostering a culture of knowledge sharing and customer focus.
- Act as a trusted technical advisor, providing customer consultancy, training, and best practice guidance.
- Collaborate closely with engineering and product teams to drive issue resolution and continuous improvement.
- Contribute to product development through customer feedback and insights.
- Occasional UK travel and rare international travel may be required.
What we're looking for
- Proven experience in a technical support or product support environment, with the ability to manage complex customer issues.
- Previous leadership experience or the ambition to step into a role where you can build and develop a support function.
- Strong troubleshooting skills across IP networking environments and hardware‑based technologies.
- A customer‑focused mindset with excellent communication and stakeholder management skills.
- Experience with ITIL principles and service management best practices.
- A proactive approach, with a passion for continuous improvement and delivering exceptional customer service.
- The ability to collaborate effectively with engineering and cross‑functional teams in a fast‑paced environment.
What's on offer
- Opportunity to own and shape a critical business function.
- Clear progression into support leadership / service management.
- Collaborative, highly technical working environment.
- 25 days holiday (with buy/sell up to 5 days coming this year).
- 10% bonus scheme.
- 4% company pension contribution.
- Free on site EV charging (fair use policy applies).
- Flexible working culture within an office based role.
- Opportunities to expand into testing, training, and deeper product expertise.
Product Support Lead employer: Precept Recruit
Join a pioneering cyber security company in Derbyshire, where you'll have the unique opportunity to lead and shape the future of customer support within a collaborative and innovative engineering environment. With a strong focus on employee growth, you will not only take ownership of the support function but also enjoy a flexible working culture, competitive benefits, and clear pathways for progression into leadership roles. This is an exciting chance to make a meaningful impact while working with cutting-edge technology in a supportive team atmosphere.
StudySmarter Expert Advice🤫
We think this is how you could land Product Support Lead
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Precept Recruit. 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 Precept Recruit 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 Product Support Lead
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 Precept Recruit:Your cover letter is your chance to shine! Tell us why you want to work at Precept Recruit 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 Precept Recruit!
How to prepare for a job interview at Precept Recruit
✨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.
