Customer Support Engineer in Cambridge at Sepura

Date Posted: 11/21/2022

Job Snapshot

Job Description

It’s an exciting time to join global leader Sepura Ltd, a Cambridge technology business that designs and creates innovative communication systems which enable better, safer communities and more efficient industries around the world, every single day.

The Cambridge-based Customer Support team are growing their team and looking to hire a Customer Support Engineer to deliver exceptional customer service, while building and continuously developing your product knowledge and technical skills.

As a Customer Support Engineer, you will offer high quality technical support across Sepura’s range of products, write customer-facing documentation such as FAQs and application notes, as well as maintaining internal processes, systems, and equipment.

If you have experience of working within a commercial B2B environment, with an understanding of product development life-cycles, project management methods and techniques we want to hear from you. Join award-winning Sepura as a Customer Support Engineer for an outstanding career in technology in Cambridge

Job Requirements

Your Role

As a Customer Support Engineer, within the Sepura Customer Support team, the key responsibilities will be to:

  • Be part of the Sepura technical support team
  • Receive customer calls and emails, logging these within Sepura’s support system
  • Communicate with customers in a courteous and professional manner
  • Provide high quality technical support across Sepura’s range of products
  • Distribute software and generate licences for customers
  • Write customer-facing documentation (e.g., application notes, FAQs)
  • Maintain internal equipment, systems, and processes
  • Continuously develop technical skills and product knowledge

The role is office-based in Waterbeach, Cambridge

Your Day to Day

Our customer base includes many different industries and markets around the world. Our complete TETRA and LTE solutions have been developed specifically for users in multiple sectors to face their critical communications challenges.

There is no such thing as a typical day here at Sepura. You will be supported by your manager and team, as well as collaborating with other departments across the business such as the Product Support team, QA, Software Development, Hardware Team, Product Management and Test in addition to the Regional Sales teams.

This role may involve some travelling so the successful applicant will have a full, clean driving licence and their own car.

UK Security Clearance is an essential requirement for this job role

What you need to succeed:

Must-haves:

Qualifications

  • Educated to Engineering degree level or equivalent in Communications or related industries

Experience and Skills

  • Excellent written and verbal communication skills
  • Experience in a customer support desk role in a commercial/B2B environment through working within a high-tech product development organisation
  • Eligibility for UK SC
  • Experiencced in MS Office

Nice to have:

Qualifications

  • TAP certification
  • ITIL v4 certification

Experience and Skills

  • Experience in working with digital radio communication networks and associated technologies (e.g. TETRA, MPT1327, DMR, GSM/3G/LTE, GPS, Bluetooth)
  • Knowledge of Sepura’s products
  • Experience of working within a commercial software/hardware product development lifecycle
  • Awareness of project management methods and techniques
  • Multi-lingual (e.g. Italian, Spanish, French, Portuguese)
  • Microsoft SharePoint and Dynamics AX

Your Benefits

  • Flexible working hours
  • Pension, dental care and healthcare
  • Support of staff wellbeing
  • Discounted gym membership
  • Subsidised Hub on site restaurant
  • Large, free car parking on site and electric car charging points
  • Social events and activities

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