Role: Embedded Support Engineer / 2nd/3rd line technical support
Department: Devices Product Development
Location: Tadworth, Surrey
Salary: £competitive
** This role is exclusive to people source, so you MUST apply via this advert**
We are seeking a skilled and motivated Embedded Support Engineer to join our dynamic engineering team to provide second- and third-line technical support to our customers (major water utilities) using our industry-leading edge remote telemetry sensors and loggers.
This is a customer focused role requiring a strong technical background, customer-facing communication skills, and a proactive approach to problem-solving, ensuring customer satisfaction by resolving complex technical issues and working closely with the development team to enhance product reliability and performance.
This position offers an opportunity to contribute to the improvement and development of our embedded products to improve the sustainability of the planet, making it an exciting opportunity for those passionate about technology and the environment.
Principal Accountabilities
- Provide 2nd/3rd line technical support for products, troubleshooting hardware and software issues.
- Investigate and resolve technical issues through analysis of product logs, configuration files and provide clear reporting to engineering teams where necessary
- Deliver customer service to customers, driving customer satisfaction and delivering to SLAs.
- Develop and maintain in-depth knowledge of the company's embedded products, including hardware, firmware, and software.
- Contribute to user documentation, including troubleshooting guides, FAQs, and knowledge base articles.
- Escalate complex issues to the engineering team when necessary and work together to resolve them.
Education/Experience :
- Degree in Engineering or equivalent
- Customer-facing skillset managing internal & external stakeholders
- Experience of working with industrial embedded devices and sensors
- Electronics hardware knowledge is essential
- Help desk ticketing systems i.e. Jira
- Desirable o Wireless cellular communications i.e. GPRS, 3G, NB-IoT, LTE-M o Experience of industrial protocols e.g. DNP3, Modbus, SDI-12 o Experience of using data analytics to understand and solve problems o Experience with firmware/software development o Technical background in telemetry or equivalent i.e. Teleco, IT Networks
Personal Qualities:
- Ability to work on own initiative and as part of a team
- Can-do approach, ability to see through complexity in an issue and provide a clear solution
- Take responsibility to respond to customer requests and see through to completion
- Ability to manage priorities and stakeholder management
- Excellent communication skills, written and oral
- Ability to deal with situations in a calm and efficient manner
- Willingness to learn
- Must be able to adopt a "hands-on" approach
- Fluency in English is essential - oral and written
How to apply?
Send a CV to [email protected]
People Source Consulting Ltd is acting as an Employment Agency in relation to this vacancy. People Source specialise in technology recruitment across niche markets including Information Technology, Digital TV, Digital Marketing, Project and Programme Management, SAP, Digital and Consumer Electronics, Air Traffic Management, Management Consultancy, Business Intelligence, Manufacturing, Telecoms, Public Sector, Healthcare, Finance and Oil & Gas.
