Customer Support Engineer

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