Lead Customer Support Engineer - RedTech Recruitment

Permanent
Job ID: 2349
Central London - 3 days in office
Posted 10 months ago
This position has been filled.
Salary: £40,000 - £45,000 per annum

A brilliant opportunity for a Senior or Lead Support Engineer to join a market-leading disruptive software technology firm in London.

This offers an excellent opportunity for a Senior Support Engineer to take the next step into Team Leading.

A brilliant opportunity for a Senior or Lead Support Engineer to join a market-leading disruptive software technology firm in London. Offering excellent career progression, and prospects, this is a unique opportunity to work for a rapidly expanding machine-learning software house. As a team leader, you’ll guide and coach a dedicated group of Technical Support Engineers addressing customer software issues. The role involves efficiently triaging problems, communicating with the technical teams, and aiming for prompt resolutions while ensuring a fantastic customer experience throughout. This offers an excellent opportunity for a Senior Support Engineer to take the next step into Team Leading.

Location: Central London– 3 days in office / 2 days remote

Salary: £40,000 – £45,000 per annum + healthcare, pension etc.

Requirements for Lead Customer Support Engineer

Experience in a Software Support, Technical Support, Product Support type role where you have mentored junior team members (you don’t need previous lead experience but should feel ready to take the next step up)
A 2.1 or 1st class honours degree and at least BBB at A Level (or equivalent UCAS points)
Excellent customer-facing skills
A motivated self-starter with a problem-solving attitude
Strong aptitude for picking up technologies
Ability to work with autonomy and as part of a team
Brilliant communication skills with fluent spoken and written English – this role involves regularly speaking to customers and internal teams

Responsibilities for Lead Customer Support Engineer

Oversee customer concerns throughout the entire process, nurturing positive customer connections throughout the support journey.
Timely and adept communication with customers, addressing inquiries and issues promptly to achieve quick problem resolution.
Possess an in-depth knowledge of the product to provide effective assistance to customers.
Offer mentorship, guidance, and coaching to junior team members dealing with intricate issues, ensuring the team consistently meets deadlines and service level agreements
Collaborate closely with team leads and the commercial team to grasp business needs and priorities, reflecting them in daily prioritisation.
Act as a point of escalation during high-pressure situations, exhibiting assertiveness and taking ownership of critical issues.
Lead teams, communicate directives effectively, and ensure swift, efficient resolution.

What this offers

Working for an industry-leading software company that is fast growing so career progression opportunities are in abundance
An exciting opportunity to support a cutting-edge machine-learning platform
The chance for a Senior Support Engineer to take a step up, or an experienced lead to continue their career in a high-growth tech company

Applications

Please send an up-to-date CV via the relevant link.

We’re committed to creating an inclusive and accessible recruitment process. If you require reasonable adjustments for your application or during the review process, please highlight this by emailing applications@redtech-recruit.com (if this email address has been removed by the job-board, full details for contact are available on our website).

Keywords: Senior / Lead / Support Manager /Software Support Specialist / Application Support Analyst / Technical Support Engineer / Product Support Coordinator / Helpdesk Support Technician / Customer Software Advocate / IT Support Consultant / End-User Technical Support / Technical Product Support Engineer / Software Troubleshooter / Product Helpdesk Analyst / Software Solutions Support / Technical Support Liaison / Product Customer Care Specialist / Technical Support Specialist / Software Assistance Coordinator / Product Support Representative / IT Customer Support Analyst / Remote Product Support Specialist / Hardware and Software Support Technician / Technical Incident Responder / Product Support Technician / Software Support Analyst

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RedTech Recruitment Ltd focuses on finding roles for Engineers and Scientists. Even if the above role isn’t of interest, please visit our website to see our other opportunities.

We are an equal opportunity employer and value diversity at RedTech. We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

RedTech Recruitment Ltd.

5.0

Based on 84 reviews

Habib Ramzan

19:19 17 Nov 24

An excellent recruitment company. Emma was brilliant at finding the right role for me. She... regularly checked in on me during the recruitment process and was more than happy to help me with any queries, taking away any stress and providing reassurance.read more

Josh Pattman

13:48 14 Sep 24

Annie Zuravel from RedTech was absolutely amazing and really helped me to get my dream job. She was... very responsive, chasing up both the job and me, always asking if she could help with anything or if I needed more information. I do truly believe that she was a big reason that I got the job (thanks Annie :)). Would deffo recommend RedTech!read more

Nick York

15:55 06 Sep 24

RedTech are great during my time with them I spoke with Robert and Rebecca and I couldn't have... asked for people to be more helpful. If I had a question they would get back to me ASAP.read more

Genevieve Pate

07:00 02 Aug 24

I would very much recommend working with RedTech to find a job in tech! Robert enabled me to secure... my job as a recent graduate, providing me with information on jobs I would be suited for, preparation advice for interviews, offering advice on searching for properties for my relocation, and he was always happy to answer my questions.read more

Hayden

12:25 25 Jul 24

Emma at RedTech Recruitment was an amazing help and critical to me landing my role. From the... initial discussion about the role right through to receiving an offer, they were very helpful throughout the whole process with fast responses, fantastic advice, guidance and insight. Emma and RedTech provided an excellent service that highly recommend to any graduate looking for a job in STEMread more

Jack Holden

22:35 24 Jun 24

I absolutely recommend working with RedTech. Robert was absolutely amazing to work with, from the... beginning to the end of the selection process. He provided outstanding interview preparation resources and great insights into what the employer wanted to see from me, all of which amounted to receiving a job offer on my first time working with RedTech.I couldn’t be more pleased with the help I received and the outcome, and I would 100% recommend RedTech to anyone else seeking a job.read more

Vlad

15:41 13 Jun 24

RedTech, and my contact Robert in particular, have been absolutely brilliant in helping me get my... first job in tech as I switched career paths. The company they referred me to is wonderful and a perfect fit for me, the support they gave me through the application process has been exactly on point, and they even negotiated for me a higher salary than I was asking for. I cannot recommend them enough.read more

Leo Germaine

11:55 13 Jun 24

Really good recruitment company, very helpful and Rob was especially very helpful

Jake Gostling

08:47 31 May 24

I had the pleasure of applying for a job with RedTech as the recruiters, more specifically Annie,... and what a great experience it was.I was helped with my CV, Portfolio and was given various guides on how to get the most out of my interviews. Needless to say it was thanks to Annie’s help that I was successful in my job search.read more

Jasper Tatum

10:29 16 May 24

I've had a fantastic experience with RedTech recruitment over the past couple of months, who... successfully placed me in my new Full Stack Software Engineering role. Emma was a great help throughout the application process, from initially reaching out with the role, to organising my virtual and in-person interviews, as well as communicating feedback between myself and my new employer. Robert was also super helpful in taking over when Emma was off on holiday - it was really nice to have this consistent communication from RedTech. Would highly recommend!read more

Benpn Naughton

11:00 15 Mar 24

My experience with RedTech was absolutely brilliant- both Annie and Rob were so helpful,... informative, and supportive throughout the application process. I felt I gained a real advantage applying for the job, their insight and assistance was invaluable. Very useful interview prep and advice too!read more

Olivia Barton

16:03 14 Mar 24

The recruitment team were exceptional, they were always in communication with me and prepared me... thoroughly during the interview process and were a fantastic help. Would highly recommend.read more

Dohee Lee

09:53 08 Mar 24

Red Tech played a huge role in helping me secure my new role as a junior software engineer. I am... deeply thankful to Annie for her support and guidance throughout the interview process. I highly recommend Red Tech to anyone seeking new opportunities in the tech industryread more

Nathan Proudfoot

09:36 01 Mar 24

RedTech were fantastic in helping me land a great new role. Annie in particular was amazing at... making sure I was fully prepared before each interview and keeping me updated every step of the way. Huge thanks to Annie and team.read more

George

16:25 19 Feb 24

My experience with RedTech was fantastic. Emma was helpful, informative, and kept me up-to-date on... my application from start to finish, landing me my first graduate job.read more

Matthew

15:22 06 Jan 24

Annie was friendly, quick to respond, and helpful, from first interview all the way to receiving my... job offer and after. Highly recommend!read more

Manishah

22:30 01 Jan 24

I am grateful to have come across RedTech Recruitment, and specifically Annie, who was professional... and maintained clear communication at each step, making the entire process seamless and stress-free. Annie provided clarity on the available opportunities and discussed the company background and the process in detail. Additionally, she was swift with responses and addressing questions. I would highly recommend their services to anyone navigating their career path. A big thank you for turning this experience into a success!read more

Mai Connell

11:08 29 Dec 23

Recently went through redtech to get my dream job. Everyone there is so lovely and helpful, they... did everything they could to make sure such as improving my cv, helping gather all the information I needed prior my interview, they kept up to date with me making sure I was prepared and confident. I can’t thank this company enough for all the help, special thanks to Robert and Rebecca!read more

Alexander Platt

09:54 11 Oct 23

Amazing recruitment service, brilliant communication all the way through and helped a ton as an... intermediary throughout the process. Annie was a pleasure to work with, very kind, always quick to respond and was always in touch to help with both the interview period and the process after. Cannot recommend enough!read more

Jessica Russell

14:08 06 Oct 23

Annie and Robert were great to work with - very helpful at every step of the process and quick to... respond when I had questions!read more

Oscar S

20:26 17 Aug 23

Both Rebecca and Robert were incredibly helpful in providing guidance and valuable advice during my... two interviews. I was also kept up to date regularly with how my application was progressing.read more

Elorm Avevor

09:29 24 Jul 23

Robert and Rebecca were always available to help, with regular updates from the employers. Their... resources such as interview prep material were invaluable. I would definitely recommend giving them a call.read more

Tim Webb

09:42 10 Jul 23

Annie at redtech recruitment was an absolute pleasure to work with. She made sure that is was ready... for each stage of the interview process and ensured all my questions were answered. She kept in touch with me right up to my start date in case there were any issues.read more

Aidan

15:42 11 Nov 22

RedTech are a wonderful recruitment agency who were incredibly helpful in my job search. The staff... are always quick to respond and are proactive in searching for great roles they think you'll be a match for. They're very knowledgeable about the industry and the hiring process and have useful advice at all stages of the process, right through to final interviews. Would absolutely recommend getting in contact with them to anybody looking to start a tech career.read more

Joe Xia

17:48 04 Oct 22

Very quick and efficient, and with very good relationships with firms - about an hour after having... a call and sending over my CV they'd secured an interview with a firm whose offer I have just accepted (my first role out of university). I would highly recommend working with them.read more

Mohan Deo

10:41 22 Sep 22

During my recent job search, I have worked with many recruiters and I can honestly say that Robert... at RedTech blows all others out the water! He has helped me to secure my dream job at an amazing company. I also had a stressful situation with another company he was not involved with but was able to guide me through. He would even call to check in with how it was progressing.Above all, I really appreciate how personal the service feels and the time Robert puts in to help secure a job that’s right for you.read more

B T

12:38 22 Jul 22

I sent my CV in and Annie quickly contacted me about a tech position. She provided some details... about the company and position along with some interview tips. Annie updated me constantly and made sure I was prepared for the interviews. Two interviews later and I landed the role! All within ~1.5 weeks.Overall, a friendly, professional agency that helped me land an interesting position with a great company before graduating. Would recommend to any STEM students who are unsure about what they want to do after university.Brandonread more

Ruth Matthews

18:32 28 Apr 22

Rebecca matched me with a fantastic job, and gave me very helpful advice throughout the whole... process. She was friendly, warm and professional and a pleasure to work with. She was genuinely invested in finding me the right role. I can't recommend RedTech Recruitment enough!read more

Daisy Butler

19:35 20 Apr 22

RedTech was superb from start to finish in my job search. Robert was incredibly quick in... communicating updates with me, responding to my questions and supporting me throughout the entire interview process. Having taken great care to understand exactly the type of role I was looking for, Robert helped me secure a job well beyond what I had hoped for. Thank you, RedTech!read more

Elise Ratcliffe

15:28 01 Apr 22

I cannot overstate how amazing this company have been! Rebecca was very responsive and helpful from... the very begging, providing a superb CV template to improve my chances of getting an interview - working late into the night to send this out as soon as possible. She provided support all the way through to final interview days, sending over documents on recommended interview preparation. Rebecca was a very positive person to work with and changed my life by getting me first job in industry! I will be forever grateful, and I highly recommend RedTech to anybody looking into getting a job in technology.read more

Monim Wains

18:53 17 Jan 22

RedTech has been a great recruiter to work with. Robert was incredibly friendly and encouraging... throughout, and made the whole process go much more smoothly. As a graduate looking for my first time role, it was really reassuring to have that support.I found that RedTech was responsive to my questions, helpful with their suggestions, and led to a very good outcome in a short space of time.read more

Yin Long Ho

09:43 07 Dec 21

It has been a pleasure working with RedTech. Robert always responds swiftly, often within minutes.... Before each interview, he also provided some guides and relevant materials about the interviewer, which I found extremely helpful and time-saving. Thanks to these materials, I came up with some good questions and displayed proper research during the interview.RedTech is easily the best recruitment agency I have met during my job hunt. They listed some of the most compelling and relevant job positions. More importantly, they are willing to go one step further and equip the candidate with their best effort. Highly recommended.read more

Sean Thornber

12:48 09 Aug 21

Highly recommend any graduate looking for a job in tech to make use of this company. Within weeks... of graduating university they had found multiple positions for me to apply to and provided great support throughout the application and interview process, leading to me landing a job incredibly quickly. Can't recommend them enough!read more

Zac Gray

12:24 30 Jul 21

I would definitely recommend RedTech to graduates searching for a tech based role, they found me a... fantastic opportunity straight away. The information and support they provided through out the application process was really helpful in securing me my new job which I start in September!read more

Jack Maskell

11:21 10 Jun 21

RedTech have been outstanding throughout my job search and helped me into a great position faster... than I thought possible. The staff at RedTech were friendly, responsive and helpful with deep knowledge of the companies they recruit for. They went beyond expectations to provide support and negotiate on my behalf.RedTech give an experience far removed from the inhuman trudge of throwing your CV at the wall hoping that it will stick, instead seeking to understand your unique talents and find positions that are suitable for you.If you're a graduate looking for a job in tech, I strongly recommend starting your search with RedTech.read more

Charlotte Saunders

22:32 09 Jun 21

My experience with RedTech has been fantastic and I highly recommend them to any applicants seeking... a job. The entire process from application to starting my new role was straightforward and stress free thanks to Rebecca.Rebecca is thoughtful and easy to talk to, she displayed a genuine interest in my skills and interests and ensured I was pursuing a role that suited me. She spent time supporting me through each step, offering useful tips and feedback after interviews, answering any questions I had and ensuring I was confident and prepared.Thanks again!read more

Charlie Worsfold

21:57 26 May 21

Like so many others hunting for new jobs these days, I seemed to keep coming up short, after... contacting well over a hundred firms looking for employment and traversing multiple sites I just couldn't make it over the line for whatever reason.There was too big of a gap between what I was expressing about myself and the firms listening and looking for candidates. The team over at RedTech Recruitment were able to bridge that gap.I got into contact with Robert, who was able to chat to me about exactly what I was looking for, helping to identify my skills and then find roles that I could fit into well. This part was fantastic as I felt like a person again, rather than a number or an excel cell.After only a week or two I had two interviews, the second of which went extremely well, and I was accepted into my new role; I have been working with them for 2 months now and it's been excellent so far, and I hope to work for them far into the future.RedTech, in short, are amazing and I quite literally could not have done it without them, (well maybe I could have on a long enough time scale, but no way was I going to wait around and find out).Thanks so much all.read more

Liam Mordue

08:24 09 Apr 21

Robert helped facilitate the entire application process for my current job and his geniality,... advice and professionalism were nothing short of invaluable to me the whole time.I highly recommend RedTech in all aspects of what they do - thank you so much!read more

Stefan “ReyPressPlay” Okolo

11:47 23 Mar 21

Absolutely fantastic, candidate-focused recruitment service. I was at my wit's end after a draining... 8month-long job hunt. I had spoken to countless recruiters, most of which took my CV and disappeared or just seemed to give up due to my lack of experience. But Robert made me feel like more than just a name on a sheet. His personalised approach to managing you during your recruitment process is a breath of fresh air.read more

Ned Kincaid

17:25 22 Feb 21

I initially applied for two roles as a Software Engineer through RedTech, and throughout both... processes Robert and Rebecca were a big help in providing me with all the support you would expect, and all the aftercare that goes beyond: checking up on me before and after interviews and the whole works. They were super friendly on the phone and very knowledgeable, and as a result they were able to recommend a third place for me to apply for.Having been told it would be competitive, especially given my background, they prepared me well and I have now just completed day one at what I can only describe as a dream start for me. I owe a huge thanks to both for their help and commitment into getting me here. Somewhere I never thought I'd be!I'd recommend them to anybody looking for roles in and around Cambridge, their area of expertise and a great hub for the industry as a whole in the UK. Cheers Robert and Rebecca!read more

Christopher Wild

13:12 25 Jan 21

Couldn't recommend more, the most professional and pleasant recruitment service I have used by far.

Calum

17:58 07 Dec 20

My experience with RedTech Recruitment has been nothing short of fantastic and I highly recommend... their services. Rebecca was incredibly responsive, helpful and always happy to answer any questions I had. She always made me feel fully prepared for interviews and I always felt that she was on my side and genuinely cared. Both Rebecca and Rob are lovely people and the whole experience has been an absolute pleasure.read more

Julia Bizon

16:32 20 Oct 20

Applying through RedTech was a pleasant, stress-free and efficient process. I applied to a posting... I saw on their website, was contacted by Robert a day later, and then had two interviews the following week!Robert was very friendly and made sure I was well informed every step of the way. He provided me with a lot of great interview preparation tips, as well as information on the company and my interviewers. After each stage, he ensured I got feedback and answered any questions I had. Most importantly, he addressed the reservations I had about the company, giving me advice and putting me at ease.I believe RedTech would also be a great help to anyone looking to relocate. Moving house during a pandemic is, unsurprisingly, a difficult process. Robert was happy to discuss this with me and gave me some helpful advice on the logistics of moving to Cambridge from abroad. Additionally, he mentioned that RedTech provide guides on moving and finding a flat in Cambridge - truly above and beyond.Overall, RedTech is definitely one of the best recruitment agencies I have worked with. Highly recommend!read more

John Heaven-Terry

11:45 12 Oct 20

Going through RedTech was an streamlined process, with very response recruiters with communication... between Myself, them and My Employers.First company after 6 months to get me a job and an interview, which I would put down to them, as they give you loads of resources and help and information about the company your applying for, making the interview process and gaining information about the company a lot easier. Rather than having to go through everything yourself.Extremely Friendly, and are always available to be asked any questions at anytime, sometimes even out of hours if its important!Certainly one of the best Recruitment Agencies I've worked with during my Job Hunt.read more

Ashon Subramanian

08:49 05 Oct 20

Robert from RedTech helped me get my first job out of university within a few weeks if initially... contacting me. He was immediately friendly, provided great advice for interview preparation and was very pro-active in communicating with me and the company, I always felt reassured by his approach. This is one of the best recruitment agencies to use if you're looking for a great career, many thanks to Robert for all his help.read more

LM N

15:43 30 Sep 20

Rebecca helped me get a job in the covid crisis. Her advice saw me get multiple interviews after... receiving dozens of rejections. She was helpful and friendly throughout the whole recruitment process. I'm very grateful and would recommend RedTech because of her. Thanks!read more

Jeremy du Plessis

17:46 24 Sep 20

I have had the pleasure of working with Rebecca Mister from RedTech Recruitment during my ongoing... job hunt. I have found Rebecca to be a cut above the rest when it comes to recruiters; I feel as though she is genuinely interested in finding out about me and my skill set, and is very thoughtful and diligent when it comes to arranging interviews with prospective employers. Based off this experience I would highly recommend RedTech to anyone applicants or business owners (etc.) seeking assistance in finding jobs or candidates.read more

Zain Ali

18:02 14 Sep 20

I got contacted by RedTech Recruitment soon after my graduation, it helped me land a job within a... month. They are fast, responsive and extremely professional. I highly recommend them, I had a great experience.read more

francesco la marca

15:30 01 Sep 20

Robert and Rebecca form an amazing team at Redtech Recruitment.I applied through a job offer... posted on LinkedIn for a marvellous position in a top tech company, and I was followed through the entire interviewing process by Robert and for few days by Rebecca.They are extremely professional, fast, friendly and prepared to give resources and advices to get through the entire process. I was never left alone during the whole period and when I had questions they were always there to answer them.I highly recommend RedTech both for candidates, who are looking for new opportunities, but also to companies that are looking for a professional and reliable recruitment service.read more

Francesco Arena

18:37 10 Aug 20

From my personal experience I can say that RedTech is by far the most professional recruitment... company I have ever dealt with. They provide candidates with all the support needed for the selection process and with extremely valuable advice.read more

Thenu Viknarajah

08:18 07 Aug 20

Fast, Amazing, SharpI've dealt with a lot of recruitment agencies but none have been as quick to... getting me an offer as Robert from RedTech Recruitment. He ensured he was communicating with me through the entire process, letting me know what the company's thought cycle was and how they're moving forward. He went out of his ways to get me feedback after each stage of the interview and gave me some clarity on what his impression on it was too.Highly recommended :)read more

Benjamin Gowers

10:29 30 Jul 20

I was contacted by RedTech about a promising sounding job. Just a few weeks later, I got it! With... the help of my fantastic recruiter, the hiring process was a breeze. I was never left in the blue and I was given all of the right resources to help me through the application and interview processes.If you get contacted by a RedTech recruiter, know that you’ll secure an exciting career before you know it!read more

Daniel Green

13:48 17 Jul 20

Having recently used RedTech as a candidate, I can say that they are knowledgeable, friendly,... well-connected, and generally all-around enjoyable to work with.Their service was quick, considerate, and understanding, and they were always willing to listen to help alleviate any concerns.I would strongly recommend this company for recruitment services as a candidate.read more

Hafiz

14:19 09 Jul 20

Robert made the first contact with me through linked-In, and immediately facilitated an interview... with a promising start-up. the sheer professionalism and assistance was outstanding.read more

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