I.T Support Engineer

Job Profile for I.T Support Engineer- RF45125

Position : I.T Support Engineer

Location :
Stevenage

Salary : £25,000-£35,000

Our client, based in Stevenage, are a rapidly growing UK-based health tech start-up that's building wearable technology with the power to support people living with neurological conditions.

The company has moved from prototype to mass production in under a year, launching in the UK and now internationally. Backed by full private investment and guided by strong social values, this is a rare chance to join a people‑first business with purpose at its core.

They are looking for a Support Engineer to join the team.

The Support Engineer holds the critical role of the front‑line representative for the company. This individual is responsible for delivering exceptional customer support to external customers, serving as the first point of contact, primarily assisting users with enquiries, troubleshooting, and resolving issues related to the physical product and smartwatch apps.

Manage Customer Interaction:
Answer incoming support email requests via a help desk system, with occasional phone calls, from external customers concerning product functionality, faults and order queries.

Achieve Issue Resolution:
Resolve customer issues efficiently and accurately.

Handle Escalation:
Accurately document and elevate any customer issues for timely resolution.

Contribute to Product Improvement:
Actively capture and analyse customer feedback, feature requests, and recurring pain points. Act as a conduit between the customer and the product team, ensuring user feedback directly influences future development.

Maintain Product Knowledge:
Maintain expert‑level knowledge of the company's product line, recent updates, and known issues to provide the most current support.

Contribute to Department:
Make suggestions for improvements in Support and the wider Operations departments.

• Experience:
  
  Demonstrable experience in a support engineering role including 1st line support positions.
• Personal Approach:
  Needs to be very personable, exhibit exceptional patience, empathy, and professionalism when interacting with customers.
• Technical
  
  Skills:
  
  Strong understanding of technology, with hands‑on experience in testing and diagnostics.
• Communication:
  Excellent communication skills, both written and verbal, with the ability to translate information into simple, easy‑to‑understand instructions and to articulate customer needs to internal stakeholders.
• Location:
  
  Based within a commutable distance of Stevenage, Hertfordshire.
• Language:
  Knowledge of a second language an advantage but not required.

• Salary - £25,000-£35,000
• Monday to Friday (09 : 00 to 17 : 00)
• On‑site position
• Holiday package
• Pension scheme