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Customer Support Engineer

  • Location

    Cambridgeshire

  • Sector:

    Technology Sales, Silicon Fen

  • Job type:

    Permanent

  • Salary:

    £30,000 - £35,000 per annum

  • Contact:

    Ben Green

  • Contact email:

    bgreen@dpconnect.co.uk

  • Job ref:

    JO027322

  • Published:

    10 months ago

I am looking for a support engineer to join a rapidly growing customer success team based in the heart of Cambridge

 This is a very hands-on, technical role, that is much broader than a typical ticket-based support position. If you're driven by understanding how things work, committed to delivering a great customer experience, and able to digest and explain complex topics, our customer success team is right for you.

You will ensure everyone receives world-class customer support. From answering the in-app chat to jumping on technical calls, you will be unrelentingly focused on going above and beyond for users: diagnosing and solving issues, guiding them through the product, and soliciting feedback to help us continually improve.

You will work in a cross-functional team of developers, salespeople, and marketers, proactively diving into unfamiliar technical topics to become an expert. You¿ll act as the bridge between users and product teams to ensure you are acting on their feedback and continually driving the development of the product.


You will:
Act as the first point of call for users with questions about, prioritising and responding to their questions through in-app chat, by email, and on technical screen-shares
Debug complex issues by developing a deep understanding of our users, and their challenges
Provide consultative support and advice to our users on how to best to streamline their development process
Be a customer champion, ensuring their views are represented in the company
Influence product development by working closely with our product, marketing, and sales teams to collect and digest user feedback
Maintain a laser focus on quality, with top-notch written and spoken communication
Contribute to our support documents to ensure they are clear and accurate, and research and write new content to fill any gaps

Have a technical bachelor's degree from a university
A technical predisposition, and the desire to learn.