Role Overview

To diagnose and troubleshoot software and hardware problems (providing Tier 1 and Tier 2 technical support) experienced by TidalSense customers
Use customer contact channels (e.g. email, chat and phone) to interact with clients to receive, identify and resolve hardware and software issues
Ensure all issues are properly documented in accordance with company procedures
Prioritize and manage several open issues at one time
Diagnose and troubleshoot technical issues
Ask customers targeted questions to quickly understand the root of the problem
Refer to internal resources to provide accurate solutions
Track issues through to resolution, within pre-defined SLAs
Talk clients through a series of actions, either via phone, email or chat, until they’ve resolved their issue(s)
Provide prompt and accurate feedback to customers, and follow-up with customers to ensure issues have not recurred.
Properly escalate unresolved issues to appropriate internal specialist teams
Work with the quality / regulatory team to ensure customer complaints, feedback, incidents and notifiable events are handled in accordance with the company’s procedures for post-market surveillance (under ISO 13485 and EU MDR)
Work closely with the software, firmware, hardware, operations and quality teams to resolve technical issues promptly and to ensure a positive customer experience
Create continuous improvements to technical and troubleshooting manuals, customer operational processes, and support product and user training development
Research and identify solutions to software, hardware and connectivity issues
Document technical knowledge in the form of notes and manuals
Collaborate with operational and product teams to support process and product improvement from common issues
Manage service desk configurations and maintain service desk software.

Requirements

Excellent communication skills, internally and externally; calm, polite, positive and professional in customer interactions
Ability to explain complex technical solutions clearly and simply to end users
Strong ability to understand (at a high level) cloud architectures, technical process flow charts, and where issues may occur in interactions between processes / services covering relational databases, APIs, modern web application frameworks, and connected hardware
Comfortable interpreting error logs and diagnostic information from multiple sources to identify and resolve issues
Proficiency in writing and executing SQL queries
Ability to create dashboards using Tableau, PowerBI or other Business Intelligence software
Strong IT skills and experience configuring IT services (eg mailbox / spam filters, remote management software)
Open to continuous learning to stay on top of new technologies / solutions
Ability to consistently deliver to deadlines and manage competing priorities
Good time keeping, punctuality and professional conduct.
Collaborative approach to teamwork and hands-on mentality
Multiple years of industry experience in a technical product support role
Multiple years of industry experience providing support to customers and driving customer satisfaction and product and process improvement
Bachelor's degree in computer science, engineering or other relevant data-oriented discipline (or equivalent industrial experience)
Experience working with medical devices that include a software or firmware component
Experience working within a quality management system (ISO 13485 or ISO 9001), or in a regulated industry
Industrial experience as Tier 2 or 3 Technical Support Engineer or similar role
Experience with developing, managing and maintaining service desk software eg HubSpot, Salesforce, JIRA ServiceDesk (preference for experience using HubSpot)
Experience in an early-stage company
Experience with providing customer support to clinical users, preferably within the NHS
Experience of contact centre best practice
Must already be legally eligible to work in the UK (ie we will not consider candidates who do not already have a visa in place)
Will need to be able to work in person in the Cambridge office at least 3 days / week, and may (infrequently) be required to travel to customer sites across the UK to provide technical support or to support connectivity assessments.

Tech Stack

Cloud
SQL
Tableau

Benefits

Flexible working hours to support your work preferences
Hybrid working as per requirements above
25 days annual leave (pro-rated) + 8 public holidays
Pension: TidalSense contributes 5% of qualified earnings
Annual performance-based bonus
Discretionary share options scheme
Work from abroad for 1 week per year
Buy / sell up to 5 days annual leave (pro-rated)
Individual personal development budget + dedicated development days
Mental Health support: wellbeing support and free 24/7 access to qualified counsellors and advisors
Coaching and mentoring
Team events and celebrations
Beautiful award-winning Cambridge UK office stocked with quality drinks & snacks

TidalSense

Open Positions (1)

Customer Service

Customer Support Engineer