Technical Support Engineer

Role: Support Engineer

Expected duration: 6 months (May extend)

Start: ASAP

Work Location: UK Based Remote working – all candidates must be based in England with a right to work in the UK

Working hours: 5AM to 1PM

Office Location: London

Pay rate: £165.00 – £200.00

Our client is a global technology leader. They are looking for a support engineer to support their robotics team.

In this role, you will apply technical and functional subject matter expertise to resolve complex and critical issues, develop Support processes and tools and drive new product supportability. Successful candidates will possess strong problem solving, process design, leadership, and technical learning capabilities. This role requires a strong passion for cutting edge technology and a desire to drive long-term improvements through collaboration with Engineering and Operations teams.

Job Responsibilities

• Drive Collaboration with Support, Software, Hardware, and System Engineering teams to resolve complex issues escalated from internal technical support groups.
• Apply broad understanding of technology and users to create procedures and tools to support both new and existing solutions.
• Proactively detects and resolves issues through the use of monitoring systems and alerts.
• Drive Support requirements during development of new products and technology.
• Develop training documentation and provide mentoring to new Engineers.
• Own and drive Root Cause Analysis (RCA), including preventive measures, for critical issues.
• Actively seek solutions to customer needs, communicating trends to leadership, and suggesting innovative solutions on behalf of the customer experience

Basic Qualifications

• Bachelor’s degree in Engineering, Computer Science or related technical field and 2+ years’ experience delivering direct customer support or Master’s degree in Engineering, Computer Science or related technical field
• Technical problem-solving and analytical skills
• Proven ability to prioritize and manage multiple high-priority tasks simultaneously
• Ability to lead complex technical discussions with a variety of groups, including Software and Systems Engineering, Operations, and Senior Management
• Knowledge and/or working experience with Relational Database Management Systems (MySQL, Oracle)
• Knowledge and/or working experience with Linux (RHEL, Ubuntu)
• Proven ability to troubleshoot and identify the root cause of issues, drive improvements, and preventive measures

Preferred Qualifications

• Knowledge and/or working experience with networking and Product IT
• Familiarity with AWS or other cloud technologies
• Demonstrated experience in one or more of the following additional areas: Coding Languages (Java, C++), Networking Technologies (TCP/IP, DNS)