Lead Customer Support Engineer

Location

Central London | United Kingdom

Job description

A brilliant opportunity for a Senior or Lead Support Engineer to join a market-leading disruptive software technology firm in London. Offering excellent career progression, and prospects, this is a unique opportunity to work for a rapidly expanding machine-learning software house. As a team leader, you’ll guide and coach a dedicated group of Technical Support Engineers addressing customer software issues. The role involves efficiently triaging problems, communicating with the technical teams, and aiming for prompt resolutions while ensuring a fantastic customer experience throughout. This offers an excellent opportunity for a Senior Support Engineer to take the next step into Team Leading.

Location: Central London– 3 days in office / 2 days remote

Salary: £40,000 – £45,000 per annum + healthcare, pension etc.

Requirements for Lead Customer Support Engineer

• Experience in a Software Support, Technical Support, Product Support type role where you have mentored junior team members (you don’t need previous lead experience but should feel ready to take the next step up)
• A 2.1 or 1st class honours degree and at least BBB at A Level (or equivalent UCAS points)
• Excellent customer-facing skills
• A motivated self-starter with a problem-solving attitude
• Strong aptitude for picking up technologies
• Ability to work with autonomy and as part of a team
• Brilliant communication skills with fluent spoken and written English – this role involves regularly speaking to customers and internal teams

Responsibilities for Lead Customer Support Engineer

• Oversee customer concerns throughout the entire process, nurturing positive customer connections throughout the support journey.
• Timely and adept communication with customers, addressing inquiries and issues promptly to achieve quick problem resolution.
• Possess an in-depth knowledge of the product to provide effective assistance to customers.
• Offer mentorship, guidance, and coaching to junior team members dealing with intricate issues, ensuring the team consistently meets deadlines and service level agreements
• Collaborate closely with team leads and the commercial team to grasp business needs and priorities, reflecting them in daily prioritisation.
• Act as a point of escalation during high-pressure situations, exhibiting assertiveness and taking ownership of critical issues.
• Lead teams, communicate directives effectively, and ensure swift, efficient resolution.

What this offers

• Working for an industry-leading software company that is fast growing so career progression opportunities are in abundance
• An exciting opportunity to support a cutting-edge machine-learning platform
• The chance for a Senior Support Engineer to take a step up, or an experienced lead to continue their career in a high-growth tech company

Applications

Please send an up-to-date CV via the relevant link.

Keywords: Senior / Lead / Support Manager /Software Support Specialist / Application Support Analyst / Technical Support Engineer / Product Support Coordinator / Helpdesk Support Technician / Customer Software Advocate / IT Support Consultant / End-User Technical Support / Technical Product Support Engineer / Software Troubleshooter / Product Helpdesk Analyst /  Software Solutions Support / Technical Support Liaison / Product Customer Care Specialist / Technical Support Specialist / Software Assistance Coordinator / Product Support Representative / IT Customer Support Analyst / Remote Product Support Specialist / Hardware and Software Support Technician / Technical Incident Responder / Product Support Technician / Software Support Analyst

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RedTech Recruitment Ltd focuses on finding roles for Engineers and Scientists. Even if the above role isn’t of interest, please visit our website to see our other opportunities.

We are an equal opportunity employer and value diversity at RedTech. We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

Job tags

Salary

£40k - £45k per annum