Senior Customer Support Engineer

About the role

Reporting to the Global Customer Support Manager, the Senior Customer Support Engineer delivers complex technical support, guidance, and training to prospects, customers, integrators, and channel partners in their designated territory. Responsibilities include supporting product selection, resolving complex customer issues, creating support documentation, demonstrating OXTS products, collaborating with customers on product integration, and identifying opportunities for product and service enhancements. This role plays a pivotal part in building and nurturing strong customer relationships, advocating for customer needs, and ensuring customers derive maximum value from OXTS products. Frequent travel within the region is required.

Responsibilities

• Build and maintain strong relationships with prospects, customers, integrators, and channel partners within the territory, serving as a trusted advisor and technical consultant to drive long-term success and loyalty.
• Serve as the primary technical point of contact for prospects, customers, integrators, and channel partners in the designated territory to ensure successful implementation, adoption, and ongoing usage of OXTS products.
• Collaborate closely with key accounts to understand their technical requirements and objectives, providing tailored solutions and recommendations to problem-solve and advance customer projects.
• Troubleshoot complex technical issues reported by customers, escalate as needed, and coordinate with internal teams to ensure timely resolution and minimize impact on customer satisfaction.
• Take full ownership of support issue resolution, working cross-functionally with other departments to see them through from initiation to completion.
• Manage internal and external resources and collaborate with other departments to successfully deliver products.
• Manage complex support projects and investigations; plan, track, and manage tasks, working to deadlines and adapting plans as necessary to meet project deliverables.
• Act as an internal specialist, providing expert support and advice to internal stakeholders on products, performance, their application, and support at industry exhibitions.
• Conduct technical support evaluations and assist other team members with complex cases.
• Act as a liaison between customers and internal teams to advocate for customer needs and drive resolutions to complex technical issues.
• Follow systems and processes to funnel customer feedback, issues, and requests for new features to the Product team for prioritization, development, and resolution.
• Develop and conduct product demonstrations and training sessions to educate prospects, customers, integrators, and channel partners on product features, best practices, and optimization opportunities.
• Contribute to the creation of FAQs, technical articles, support guides, and application notes for customers, and publish them on the OXTS support website.
• Support the internal and external roll-out of new and updated products, explaining new features and their benefits to customers.
• Support the process of sending out new software and firmware releases to customers.
• Provide critical analysis for component integration within customer products.
• Represent OXTS at industry events and customer visits.
• Provide technical support for customers outside of the designated territory as required.
• Support the Engineering Support team where required.
• Perform other duties as required.

Requirements

• Bachelor’s degree in engineering.
• Expert-level technical troubleshooting and diagnostic skills, especially for complex hardware/software interactions and customer integrations.
• Project management skills—capable of planning, managing, and delivering complex support projects with internal and external stakeholders.
• Industry knowledge—strong understanding of customer industries (e.g., automotive, aerospace, surveying, robotics) and their technical needs.
• Customer support processes—skilled in using systems like ticketing, escalation workflows, and feedback loops to handle and track support issues.
• Substantial experience in a technical support engineering role.

Benefits

• Holiday entitlement of 15 days plus bank holidays (holiday year runs from 1st July to 31st June).
• 401(k).
• Health Insurance.
• Discretionary profit share bonus.