Technical Support Engineer

About the Role

Our client is seeking a proactive and knowledgeable Technical Support Engineer to join their customer success team, operating on a hybrid model from Bristol . This role is essential for providing high-level technical assistance and resolving complex issues for our diverse customer base. You will act as a crucial link between our customers and our product development teams, ensuring customer satisfaction and retention. This position offers a blend of remote work and in-office collaboration, providing flexibility while maintaining team cohesion and access to resources within our Bristol office.

Key Responsibilities

• Provide advanced technical support to customers via phone, email, and chat, troubleshooting hardware and software issues.
• Diagnose, document, and resolve customer reported incidents and requests efficiently.
• Escalate complex technical problems to appropriate internal teams and follow up to ensure resolution.
• Develop and maintain technical documentation, knowledge base articles, and customer-facing guides.
• Gather customer feedback and insights to contribute to product improvement initiatives.

Requirements

• Proven experience in a Technical Support Engineer role or similar IT support position.
• Strong understanding of operating systems, networking concepts, and common software applications.
• Excellent problem-solving and analytical skills.
• Superb communication and customer service skills, with the ability to explain technical concepts clearly.
• Ability to manage workload effectively in a hybrid environment, balancing remote and office-based tasks in Bristol .

Benefits

• Competitive salary and performance incentives.
• Flexible hybrid working arrangements.
• Comprehensive health, dental, and vision insurance.
• Opportunities for continuous learning and technical certifications.
• A supportive team atmosphere with regular team meetups in Bristol .