Technical Support Engineer - 1887

As a Technical Support Engineer, you will provide technical support via phone, webchat, and email, support global technical support teams on locally designed and manufactured goods, and support internal teams with technical matters.

Working Hours: Monday to Friday 9.00 am – 5.30 pm (Hybrid working available 3:2)

Department: Sales / Marketing

Responsibilities:

• Work closely with local Engineering and global Technical Support team to provide technical support and assistance to scientific and industrial customers with a focus on post-sale and service requests via phone, webchat and email.
• Gain deep insights into customer applications to solve problems, troubleshoot and work with customers to guide them to the best possible product solutions for their applications and experiments.
• Provide support to other Thorlabs sites regarding locally manufactured products.
• Provide feedback from the customer’s perspective to our engineering and marketing teams to improve quality and documentation, and suggest new product ideas.
• Assist with testing new products and manual reviews.
• Identify new product through customer conversations.
• Assist with building product demos for tradeshows.
• Occasionally attend domestic or international tradeshows.
• Support internal teams (such as Sales, Customer Service, Quality/RMA) with technical questions.

About Us: Thorlabs is a global, industry leading optical technologies company. We are experts in the design and manufacture of a range of innovative photonics products. We use these products in manufacturing and research, from fibre optics to piezo motors. We are the gold standard with optics laboratories worldwide. There are now 22 facilities across the world in 9 countries. Here in Ely, we are responsible for the Motion Control and Optical Tables product line.

Location: It’s a hybrid role, working in our new purpose‑built facility in Witchford, Ely as well as your home. The position is based out of the UK and may require duties at other Thorlabs locations or to attend tradeshows. Some travel may be involved. The facility is 12 miles from Cambridge, within the beautiful medieval city of Ely. Train and bus links to Ely from Kings Cross and Liverpool Street London, and our site is within distance of Ely train station and Ely Bus station.

Essential Qualifications:

• Master’s Degree in Photonics, Physics, Chemistry, Life Science or another relevant Scientific discipline or equivalent experience.
• Work experience in a similar role is preferred.
• First‑hand experience with either optical setups, laboratory environments or photonics equipment.
• Excellent English and local language skills (C1).
• First experience with at least one programming language, such as LabView or Python, desired.
• Excellent written and verbal communication skills with internal and external customers.
• Strong organizational skills, attention to detail and follow‑up skills.
• Interest in learning and developing new skills.

Benefits: Competitive salary to attract the best, plus an excellent benefits package including pension, health care, 25 days holiday plus public holidays. Additional benefits include free onsite parking, free refreshments, an entertainment area in our large canteen, and a contributed pension scheme, group life cover, private health care, group income protection and more.

We welcome applications from persons who are over 18 years old. All offers of employment are subject to eligibility to work in the UK. In line with the requirements of the Immigration, Asylum and Nationality Act 2006, all applicants must have a valid permission to enter or remain in the UK with no condition that prevents them from working in the UK. Documented evidence of such permission will be required from candidates as part of the recruitment process.