Software Support Engineer
Hybrid: Mon-Wed onsite in Hull, Thurs-Fri can be remote
Salary range: £25K + 30 days holiday + Benefits
The Client:
Our client is one of Europe's leading providers of alerting and compliance solutions for the fire and security sector.
Position Overview:
They are seeking a dedicated and Product Support Engineer to join their team, focusing on supporting their product. In this role, you will provide high-quality technical assistance to their customers, ensuring the effective use and smooth operation of the product. You will troubleshoot issues, guide customers through product features, and collaborate closely with senior support staff to resolve complex technical challenges. A customer focused mindset is a critical attribute for this role.
Key Responsibilities:
Provide first-line support to the product users via phone and ticketing system ensuring timely resolution and minimal customer downtime.
Deliver excellent customer support with clear SLAs via tickets, calls, and remote sessions.
Author and maintain knowledge base content; spot trends and reduce repeat incidents.
Collaborate with Product and Engineering to resolve defects and improve UX.
Track CSAT, FCR, and resolution times; continuously improve processes.
Escalate complex issues to senior technical teams a...
