Customer Support Engineer

Customer Support Engineer: (Company Name - Subscribers only)

(Company Name - Subscribers only) is a respiratory technology company with a mission to transform the diagnosis, monitoring and management of chronic respiratory conditions, such as asthma and COPD. The company has ambitions to enable a population-scale change in respiratory care through global deployment of its technologies. (Company Name - Subscribers only) has just launched a first-of-its-kind AI-driven (software medical device) diagnostic test for COPD which uses the company’s unique, patented, sensor technology embedded in the N-Tidal device.

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We are seeking a early- to mid-career customer support engineer with strong problem-solving and communication abilities to identify and resolve any technical issues our customers encounter. We are at an exciting phase in our journey as we transition from a start-up to a scale-up. You will be joining a passionate, socially-motivated and multi-disciplinary team covering engineers, scientists, clinicians, designers, product and usability specialists. This is a unique opportunity for a driven and autonomous individual to support the real-world deployment of a new generation of regulated hardware and software medical device products that will deliver impact in the real world and change people’s lives. We are seeking someone who is comfortable working in a fast-paced, agile, and diverse team environment, and who is also committed to our mission to revolutionise respiratory medicine.

Job Purpose

To diagnose and troubleshoot software and hardware problems (providing Tier 1 and Tier 2 technical support) experienced by (Company Name - Subscribers only) customers and: (i) to support prompt resolution of issues through collaboration with relevant teams, escalating where appropriate, (ii) to support process and product development through proactively identifying and communicating common issues.

Key Duties & Responsibilities

• 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
• Prioritise 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
• Where required, you may need to provide on-site technical support for customers
• 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

Skills & Competencies

Essential:

• 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
• Experience with writing and executing SQL queries
• Experience with developing, managing and maintaining service desk software e.g. JIRA ServiceDesk, or Zendesk (preference for experience using JIRA)
• Strong IT skills and experience configuring IT services (e.g. mailbox / spam filters, remote management software)
• Excellent problem-solving skills
• 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.

Desirable:

• Ability to create dashboards using Tableau, PowerBI or other Business Intelligence software<a rel=\