Technical Support Engineer

Join a Leading Global Manufacturer as a Product Support Engineer / Technical Support - High Wycombe Location: High Wycombe
Type: Full-time
Salary: £21,000 - £35,000 per year (depending on experience)
Additional Pay: Yearly bonus (up to £4,000)

Are you ready to elevate your technical support career with a leading global company? Our esteemed client, a top manufacturer in the Access Control security sector, is seeking a Product Support Engineer / Technical Support professional to join their growing team in High Wycombe. With over 30 years of industry experience, they are at the forefront of advanced technology, committed to delivering exceptional customer service.

What’s in it for you?

• Competitive salary with an attractive annual bonus scheme (up to £4k).
• Comprehensive training and professional development to support your growth.
• Global company culture with a friendly, collaborative atmosphere.
• Be part of a team that thrives on innovation, collaboration, and continuous improvement.
• Work with cutting-edge technology in the security sector, focusing on cloud-connected systems.

Role Overview As a Product Support Engineer / Technical Support Professional, you will provide expert technical assistance to installers and engineers working with the company's advanced security systems. Your role will be vital in troubleshooting, diagnosing, and resolving technical issues related to both hardware and software products.

Key Responsibilities:

• Provide expert technical support via phone, email, and remote tools.
• Build strong relationships with customers by delivering exceptional service and solving their technical challenges.
• Apply your electrical/electronic expertise to troubleshoot and resolve issues, particularly related to cloud integration (IP) and connecting hardware to software applications.
• Stay up-to-date with the latest product releases and enhancements.
• Collaborate with installation and maintenance teams to identify training needs and improve service delivery.
• Conduct site visits when necessary to investigate and resolve system issues.
• Support the sales team during the system specification stage to ensure smooth project deployment.
• Manage escalated tickets, ensuring prompt resolution and high levels of customer satisfaction.
• Collaborate with your team to innovate, improve processes, and develop customer-focused solutions.
• Evaluate and provide feedback on new technologies that can enhance the customer experience.

About You:

• Experience: You have a strong background in technical support or engineering, with excellent problem-solving skills.
• Industry Knowledge: While experience in the intruder/access control sector is a bonus, we are particularly interested in candidates with a solid technical foundation from electrical, electronic, or even IT/cloud systems backgrounds. If you have a deep understanding of hardware-software integration and are comfortable working with cloud-based technologies, you will be a great fit.
• Team Player: Whether you're working solo or in a team, you thrive in both environments.
• Problem Solver: You're passionate about tackling complex technical challenges and finding creative solutions.
• Technical Proficiency: You have a strong grasp of electrical/electronic systems and enjoy integrating hardware with cloud-based software.
• Customer-Focused: You excel at customer interaction and are committed to delivering the highest quality service.

Benefits:

• Competitive salary with a bonus scheme.
• Training and professional development to help you grow.
• Work-life balance with remote working options (1 day per week).
• Opportunity to work with a leading global player in the Access Control security sector.

Work Schedule:

• Based in Loudwater, High Wycombe, with occasional travel to the Newcastle office.
• Option for remote working 1 day per week.

Apply Today: If you’re ready to bring your technical expertise to a dynamic, growing company, we want to hear from you! Send your CV and cover letter to jaimied@eligo.co.uk or call 0208 971 1893 for more information.

Eligo Recruitment is acting as an Employment Business in relation to this vacancy. Eligo is proud to be an equal opportunity employer dedicated to fostering diversity and creating an inclusive and equitable environment for employees and applicants. We actively celebrate and embrace differences, including but not limited to race, colour, religion, sex, sexual orientation, gender identity, national origin, veteran status, and disability. We encourage applications from individuals of all backgrounds and experiences and all will be considered for employment without discrimination. At Eligo Recruitment diversity, equity and inclusion is integral to achieving our mission to ensure every workplace reflects the richness of human diversity.