About The Company & Role

Our client is a leading provider of innovative technology solutions worldwide, committed to delivering exceptional customer service and support.

Due to ongoing growth they are currently looking for a talented and motivated Customer Support Engineer to join their dynamic team.

This role offers the chance to work with cutting-edge technology and engage with clients worldwide.

Role Overview:

As a Customer Support Engineer, you will be responsible for providing outstanding after-sales service and product commissioning at customer sites, alongside training customers and distributors in the operation and maintenance of a variety of products.

This is a customer facing role and as such you will play a key role in maintaining their reputation for excellent customer support and product delivery.

Key Responsibilities:

• Efficiently process service enquiries and calls.


• Commission and provide onsite service for products, including upgrades and fault correction.


• Offer on-air support and factory-based assistance to other engineers.


• Utilise factory facilities for diagnosing and resolving customer-reported issues.


• Conduct operational and maintenance training sessions.


• Prepare and document comprehensive service training courses.


• Raise quotations for support services, spare parts, and expansions.


• Provide technical support for the Sales and Marketing teams during office operations, demos, and trade shows.


• Maintain accurate records of service tickets and customer interactions.


• Liaise with the Customer Support Administration Team for shipping and spare parts provision.


• Collaborate with the Development Team to identify software bugs and design issues.


• Continuously develop and review service functions, processes, and databases to align with company goals.


• Provide technical sales support to the sales team and distributors.

Essential Experience Requirements:

• Professional IT networking qualification (CCNA/CCNP or equivalent) and/or a Degree or Diploma in a relevant field such as Electronics, Music Technology, Broadcast Engineering or similar


• Full, clean driving license.


• Experience with networking protocols (IP/TCP/UDP/RTP/RTSP), LAN configurations, and AoIP technologies (AES67, Dante, SMPTE-2110).


• Practical knowledge of Broadcast Engineering or Customer Support in a Broadcast Environment.


• System to component level knowledge of audio and audio control systems, relating to broadcast applications.


• Knowledge of Linux


• Knowledge of computer-based control systems


• Excellent customer interface skills and the ability to build long-term relationships.


• Strong time management, problem-solving abilities, and organizational skills.


• Willingness to travel extensively and work flexible hours.

Desirable Experience Requirements:

• Broadcast Production environment and workflows


• Data Centra Network Technologies


• IPSec


• Knowledge of audio test equipment and audio measurement


• Understanding of broadcast audio


• Understanding of Audio interfaces

How to Apply: If you are passionate about providing top-tier customer support and have the required qualifications and experience, we want to hear from you! Apply now by emailing Jason Wallis at Service Care Solutions.