Customer Support Engineer (UK)

Calling all amazing Application Support Engineers! Do you want to come and work at an amazing, ever growing company, in a forward thinking, and diverse team providing 1st and 2nd line application support? Then we could have the perfect job for you! As a Customer Support Engineer, you are a champion for a customer-first culture and drive continuous improvement. Our team of Delivery Engineers and Support Engineers provide our global client base with technical support between 9am and 5.30pm (Monday-Friday) across various products within the Kalibrate group. There may be instances in which you will be asked to work outside of these hours as this is a Support team role. We are the first point of contact with our clients and work to build strong and valued relationships with both our internal stakeholders and our customer user base. Whilst we act as the first point of contact we pride ourselves on offering a high technical skillset to resolve Incidents and Service Requests as efficiently as possible however we are also responsible for the escalation of tickets to wider teams where resolution is not forthcoming. A typical day supporting Kalibrate’s Location Intelligence products involves triaging and solving user issues, relaying user requests to the engineers, escalating systems issues to the developers, and maintaining client-specific and general product documentation. Who we’re looking for: o Intermediate, demonstratable SQL skills, with experience of working with the SQL language itself (specifically T-SQL) – both theoretical and practical o Strong Windows server knowledge o High quality communication skills with the ability to adapt communication style to target audience o Strong team ethic with a desire to share knowledge and skills o Accountable and reliable with intense drive and passion o Ability to quickly learn and understand the various services provided to our clients o Eagerness to make a difference and provide services everyone can be proud of o Possess excellent problem solving, analytical and troubleshooting skills o Desire and ability to work daytime shifts patterns as required including Public Holidays Highly Desirable Skills and Attributes: o Previous experience working in a similar client facing support role in a software/technology company in a 24/7 operation o Understanding and working knowledge of the ITIL framework This role is for £40k and will be fully remote. We are looking for someone who is able to be work flexible hours for the first month in the role in order to train with our US based team.