1734 Product Support jobs in Stoneleigh
Product Support Specialist
London, London
Stryker
Posted 9 days ago
Job Viewed
Job Description
**Position Summary:**
To grow Stryker's Joint Replacement business by promoting Hip and Knee products to Orthopaedic Surgeons and optimizing customer service, growing existing accounts through technical expertise.
The Product Support Specialist provides clinical product support to end users along with guidance and assistance during both Manual and Mako surgical procedures.
**Essential Duties & Responsibilities:**
- Stryker Citizen always Demonstrates outstanding ethics. Treats customers and employees with respect, represents the company in the best possible light.
- Knowledge: Communicates essential benefits of products and their clinical applications.
- Customer Service: Acts with integrity and reactively delivers on commitments within the required timescales.
- Business Planning: Constructs a basic business plan with input from mentor/manager. Daily, weekly, and monthly planning decided in partnership with mentor and RSM.
- Sales Skills: Develops rapport. Understands the importance of relationships in selling. Using open questioning techniques to ascertain customer's needs and has good working knowledge of key brands to open opportunities for the sales team to sell. Uses customer troubleshooting opportunities to grow and protect the business.
- Commercial Awareness: Understands that there are multiple stakeholders in the decision-making process and asks appropriate questions to identify the stakeholders.
- Discretion/Latitude/Impact: Work is closely supervised, and specific direction provided by more experienced staff. Keeps supervisor informed regularly on status of work. Failure to achieve results can normally be overcome without serious effect on revenue or budget.
- Achieve sales results in line with the annual sales target and KPI metrics
- Planning, prioritizing, and executing of required activities and customer support.
- Segmentation of the sales area and define a focus on the expansion of existing customers, as well as support for growing customers together with the Sales Team
- Support/maintenance of existing customers to maintain customer satisfaction/quality and collaboration with the Sales Team and other departments.
- Development of short and medium-term strategies in collaboration with the customer to secure/strengthen the Stryker position.
- Good communication and negotiation on an equal footing with customers, using reasonable and appropriate methods to ensure a profitable and sustainable relationship
- Market observations to strengthen own position and constant analysis of responsible area
- Address challenges with the customer and develop solutions (with support of RSM/Sales Team)
- Participate in in-house meetings to discuss organizational, development, and business issues and enhance relevant knowledge and skills
- Administration of IT based customer database/CRM-Tool
**Technical Expertise**
- Serve as front-line clinical and technical support to surgeons and hospital staff before, during and after surgical procedures.
- Train and guide surgeons and hospital staff in the use of Stryker's Mako robot including set-up, breakdown and related intra-operative activities to ensure precise and successful surgical outcomes.
- Use proprietary software to prepare pre-operative CT scans for assigned cases and assist surgeons in pre-operative implant planning, implant sizing and positioning.
- Troubleshoot and solve technical issues related to the robot independently or field escalation matters appropriately.
- Partner with Field Service team effectively to ensure technical issues are resolved and maintenance is delivered.
- Build knowledge of Stryker implants and instrumentation and mastery of the robot and its different applications in order to become a trusted "go-to" for all case coverage types (robotic and manual).
- Educate surgeons and staff on the clinical benefits of the robot and best practices with confidence, enthusiasm and respect.
- Complete Mako 101 and 201 training for all robotic-assisted surgery applications. Obtain certification for each application needed to perform independent case coverage.
- Complete JR 101 and 201 training and develop an understanding of all basic manual procedures.
- Develop ability to competently cover complex primary and revision hip and knee procedures.
**Key Talents / Skill Requirements**
- Excellent communication skills with proficiency in spoken and written English.
- Outgoing and persuasive manner and ability to deal with people who hold differing beliefs or values.
- Confidence and persistence.
- Patience and self-motivation.
- Analytical and planning skills.
- Flexible approach to work to adapt to changes.
- Strong teamwork and networking skills.
- Commercial and business awareness.
- Valid driving license.
- Ability and self-confidence to meet the customer on an equal footing to discuss medical and economic issues
- Sales Skills - challenge the customer
- Assertiveness
- Service and solution oriented
- OR experience
- Learning skills - Ability to apply new skills at any time. Is open to new ideas.
- Self-employment: High self-organization skills
- Willingness to travel
- Positive attitude, a "can do" solution orientated approach to succeed.
- Self-motivated, you take ownership of your work
- Collaborative partners, you build and leverage relationships to bring together ideas, data and insights to drive continuous improvements and ultimately to secure wins within your own team as well as in other teams/functions across the business.
- Teamwork is an integral part of this role.
- Goal Orientated, to thrive in this fast-paced environment you will stop at nothing to ensure you achieve your goals, keeping the patient/customer and their requirements squarely in focus, we want people who deliver safe and robust solutions.
- High Ethics & Integrity, we want you to win in the right way, that's a fundamental building block of Stryker's vision of being the most admired company in healthcare.
**Qualifications/Experience:**
- 0-1 years Sales experience with Diploma in related field. Higher Education advantageous.
- Market knowledge and Medical Background preferred
- First professional experience in sales of capital goods or consumables requiring explanation or many years of experience in clinics / OR
Stryker is a global leader in medical technologies and, together with its customers, is driven to make healthcare better. The company offers innovative products and services in MedSurg, Neurotechnology, Orthopaedics and Spine that help improve patient and healthcare outcomes. Alongside its customers around the world, Stryker impacts more than 150 million patients annually.
Stryker Corporation is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, ethnicity, color, religion, sex, gender identity, sexual orientation, national origin, disability, or protected veteran status. Stryker is an EO employer - M/F/Veteran/Disability.
To grow Stryker's Joint Replacement business by promoting Hip and Knee products to Orthopaedic Surgeons and optimizing customer service, growing existing accounts through technical expertise.
The Product Support Specialist provides clinical product support to end users along with guidance and assistance during both Manual and Mako surgical procedures.
**Essential Duties & Responsibilities:**
- Stryker Citizen always Demonstrates outstanding ethics. Treats customers and employees with respect, represents the company in the best possible light.
- Knowledge: Communicates essential benefits of products and their clinical applications.
- Customer Service: Acts with integrity and reactively delivers on commitments within the required timescales.
- Business Planning: Constructs a basic business plan with input from mentor/manager. Daily, weekly, and monthly planning decided in partnership with mentor and RSM.
- Sales Skills: Develops rapport. Understands the importance of relationships in selling. Using open questioning techniques to ascertain customer's needs and has good working knowledge of key brands to open opportunities for the sales team to sell. Uses customer troubleshooting opportunities to grow and protect the business.
- Commercial Awareness: Understands that there are multiple stakeholders in the decision-making process and asks appropriate questions to identify the stakeholders.
- Discretion/Latitude/Impact: Work is closely supervised, and specific direction provided by more experienced staff. Keeps supervisor informed regularly on status of work. Failure to achieve results can normally be overcome without serious effect on revenue or budget.
- Achieve sales results in line with the annual sales target and KPI metrics
- Planning, prioritizing, and executing of required activities and customer support.
- Segmentation of the sales area and define a focus on the expansion of existing customers, as well as support for growing customers together with the Sales Team
- Support/maintenance of existing customers to maintain customer satisfaction/quality and collaboration with the Sales Team and other departments.
- Development of short and medium-term strategies in collaboration with the customer to secure/strengthen the Stryker position.
- Good communication and negotiation on an equal footing with customers, using reasonable and appropriate methods to ensure a profitable and sustainable relationship
- Market observations to strengthen own position and constant analysis of responsible area
- Address challenges with the customer and develop solutions (with support of RSM/Sales Team)
- Participate in in-house meetings to discuss organizational, development, and business issues and enhance relevant knowledge and skills
- Administration of IT based customer database/CRM-Tool
**Technical Expertise**
- Serve as front-line clinical and technical support to surgeons and hospital staff before, during and after surgical procedures.
- Train and guide surgeons and hospital staff in the use of Stryker's Mako robot including set-up, breakdown and related intra-operative activities to ensure precise and successful surgical outcomes.
- Use proprietary software to prepare pre-operative CT scans for assigned cases and assist surgeons in pre-operative implant planning, implant sizing and positioning.
- Troubleshoot and solve technical issues related to the robot independently or field escalation matters appropriately.
- Partner with Field Service team effectively to ensure technical issues are resolved and maintenance is delivered.
- Build knowledge of Stryker implants and instrumentation and mastery of the robot and its different applications in order to become a trusted "go-to" for all case coverage types (robotic and manual).
- Educate surgeons and staff on the clinical benefits of the robot and best practices with confidence, enthusiasm and respect.
- Complete Mako 101 and 201 training for all robotic-assisted surgery applications. Obtain certification for each application needed to perform independent case coverage.
- Complete JR 101 and 201 training and develop an understanding of all basic manual procedures.
- Develop ability to competently cover complex primary and revision hip and knee procedures.
**Key Talents / Skill Requirements**
- Excellent communication skills with proficiency in spoken and written English.
- Outgoing and persuasive manner and ability to deal with people who hold differing beliefs or values.
- Confidence and persistence.
- Patience and self-motivation.
- Analytical and planning skills.
- Flexible approach to work to adapt to changes.
- Strong teamwork and networking skills.
- Commercial and business awareness.
- Valid driving license.
- Ability and self-confidence to meet the customer on an equal footing to discuss medical and economic issues
- Sales Skills - challenge the customer
- Assertiveness
- Service and solution oriented
- OR experience
- Learning skills - Ability to apply new skills at any time. Is open to new ideas.
- Self-employment: High self-organization skills
- Willingness to travel
- Positive attitude, a "can do" solution orientated approach to succeed.
- Self-motivated, you take ownership of your work
- Collaborative partners, you build and leverage relationships to bring together ideas, data and insights to drive continuous improvements and ultimately to secure wins within your own team as well as in other teams/functions across the business.
- Teamwork is an integral part of this role.
- Goal Orientated, to thrive in this fast-paced environment you will stop at nothing to ensure you achieve your goals, keeping the patient/customer and their requirements squarely in focus, we want people who deliver safe and robust solutions.
- High Ethics & Integrity, we want you to win in the right way, that's a fundamental building block of Stryker's vision of being the most admired company in healthcare.
**Qualifications/Experience:**
- 0-1 years Sales experience with Diploma in related field. Higher Education advantageous.
- Market knowledge and Medical Background preferred
- First professional experience in sales of capital goods or consumables requiring explanation or many years of experience in clinics / OR
Stryker is a global leader in medical technologies and, together with its customers, is driven to make healthcare better. The company offers innovative products and services in MedSurg, Neurotechnology, Orthopaedics and Spine that help improve patient and healthcare outcomes. Alongside its customers around the world, Stryker impacts more than 150 million patients annually.
Stryker Corporation is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, ethnicity, color, religion, sex, gender identity, sexual orientation, national origin, disability, or protected veteran status. Stryker is an EO employer - M/F/Veteran/Disability.
This advertiser has chosen not to accept applicants from your region.
0
Product Support Analyst
London, London
£35000 - £43000 annum
Opus 2
Posted 4 days ago
Job Viewed
Job Description
As a Product Support Analyst, you’ll serve as the first point of contact for users of our legal technology products, providing timely, effective technical support through phone, email, and an internal portal. You'll troubleshoot and resolve software issues, document cases in our helpdesk system, and escalate complex problems to second-line support when needed, all while maintaining a high standard of client communication and satisfaction.
In addition to support, you'll contribute to testing software updates, improving product documentation, and delivering product training or demonstrations. By identifying recurring issues and user feedback, you’ll help shape product improvements alongside our Development and Product teams. This role is ideal for someone with a passion for legal tech, strong problem-solving abilities, and a desire to grow within a collaborative support environment.
What you'll be doing- Act as the first point of contact for users, providing technical support via phone, email, and internal support portals.
- Troubleshoot and resolve software-related issues, escalating complex cases to second-line support as needed.
- Guide clients on product usage and best practices to maximize user experience and efficiency.
- Log and manage support tickets using helpdesk or incident tracking systems, ensuring timely resolution and follow-up.
- Assist in testing and validating new software features, patches, and updates before release.
- Identify recurring issues and collaborate with Product and Development teams to drive long-term improvements.
- Contribute to user-facing documentation and internal knowledge bases with clear, helpful instructions.
- Support training sessions and product demonstrations, delivering guidance to clients and stakeholders.
- Maintain a strong focus on professionalism, empathy, and client satisfaction in every interaction.
Requirements
What we're looking for in you
- 1+ years of experience in customer support, IT helpdesk, or product support roles (preferably in SaaS or legal tech environments).
- Strong troubleshooting skills with the ability to diagnose and resolve software, login, and system-related issues.
- Experience managing tickets through triage, SOP-driven resolution, and incident documentation.
- Familiarity with help desk tools and ticketing systems (e.g., Zendesk, Jira, ServiceNow).
- Ability to handle password resets, user login issues, and local server requests (e.g., Magnum: Syncs, Restarts).
- Comfortable testing and validating new product releases alongside QA and development teams.
- Skilled in creating and maintaining support documentation, including FAQs, how-to guides, and internal playbooks.
- Basic understanding of SQL, APIs, or scripting languages (e.g., Python, Bash) is a plus.
- Excellent verbal and written communication skills, with the ability to explain technical concepts clearly to non-technical users.
- Strong multitasking and time management skills, with the ability to prioritize low- and medium-level tickets efficiently.
- Demonstrated interest in legal technology and workflow-driven software solutions.
- Willingness to shadow senior team members and document technical resolutions to build product expertise
Benefits
Working at Opus 2
Opus 2 is a global leader in legal software and services, trusted partner of the world’s leading legal teams. All our achievements are underpinned by our unique culture where our people are our most valuable asset. Working at Opus 2, you’ll receive:
- Contributory pension plan.
- 26 days annual holidays, flexible working, and length of service entitlement.
- Health Insurance.
- Loyalty Share Scheme.
- Enhanced Maternity and Paternity.
- Employee Assistance Programme.
- Electric Vehicle Salary Sacrifice.
- Cycle to Work Scheme.
- Calm and Mindfulness sessions.
- A day of leave to volunteer for charity or dependent cover.
- Accessible and modern office space and regular company social events.
This advertiser has chosen not to accept applicants from your region.
1
Product Support Engineer - Rail
Selhurst, London
Rolls Royce
Posted today
Job Viewed
Job Description
Job Description
Product Support Engineer - Rail
Full Time, Shift work days & nights
Mobile Role, Van provided
As a Product Support Engineer - Rail you will conduct routine maintenance and repairs on mtu rail products to the standard specified in the approved manuals in accordance with the requirements of the contract(s) and embrace digitalisation.
Work with us and we'll welcome you into an inclusive culture, one that invests in your continuous learning and development, and gives you access to a wide breadth and depth of experience.
We offer excellent development, a competitive salary and exceptional benefits. These include bonus, employee support assistance and employee discounts.
What you will be doing:
As a Product Support Engineer - Rail, you will enjoy the opportunity to:
Perform preventative, scheduled maintenance and/or corrective maintenance activities in accordance with the maintenance schedule, manuals and contract.Actively participate in the ongoing continuous improvement activities for both maintenance and procedures. General new suggestions for improvement.To conduct planned maintenance tasks in accordance with the operating instructions.Attend and participate in meetings with the customer where necessary to obtain sign off for work that has been carried out on the customers equipment.Undertake fault finding and repair when required using appropriate technical information (e.g. Technical drawings and fault finding guides).Completion of relevant documentation for all work carried out in order to accurately record activities that are recorded for the company and the customer.Proactive involvement in the Company's HSQE management processes.Maintain cleanliness of the SGB onsite facilities.Attend local and factory training courses when necessary to ensure skills remain current.To participate in 24/7 shift working including callout when required.Work as a mobile engineer if required, van will be provided.Any other related activities reasonably required e.g. to cover work in another depot.Accurately report parts used during service work as per internal processes to ensure our stock is effectively controlled and accounted for.Make effective use of IT systems such as Go!Care, C4S, eWeb, Go!Manage, Go, Diasys, Outlook etc.
This list is not exhaustive and may change.
Who we're looking for:
At Rolls-Royce we embrace agility, are bold, pursue collaboration and seek simplicity in everything we do. These principles form our values and behaviours and are an essential component of our assessment process and are fundamental qualities that we seek for all roles.
To be considered for this exciting role, you will require:
Prior Engineering Background with role-relevant qualifications.Proactive with good initiative.Organisation skills and able to work flexibly.Safety-focussed individual.A collaborative approach to work.
We are an equal opportunities employer. We're committed to developing a diverse workforce and an inclusive working environment. We believe that people from different backgrounds and cultures give us different perspectives. And the more perspectives we have, the more successful we'll be. By building a culture of respect and appreciation, we give everyone who works here the opportunity to realise their full potential.
You can learn more about our global Inclusion strategy at Our people | Rolls-Royce
Type of Contract
PermanentPandoLogic. Keywords: Product Engineer, Location: London, ENG - SE25 5PY
Product Support Engineer - Rail
Full Time, Shift work days & nights
Mobile Role, Van provided
As a Product Support Engineer - Rail you will conduct routine maintenance and repairs on mtu rail products to the standard specified in the approved manuals in accordance with the requirements of the contract(s) and embrace digitalisation.
Work with us and we'll welcome you into an inclusive culture, one that invests in your continuous learning and development, and gives you access to a wide breadth and depth of experience.
We offer excellent development, a competitive salary and exceptional benefits. These include bonus, employee support assistance and employee discounts.
What you will be doing:
As a Product Support Engineer - Rail, you will enjoy the opportunity to:
Perform preventative, scheduled maintenance and/or corrective maintenance activities in accordance with the maintenance schedule, manuals and contract.Actively participate in the ongoing continuous improvement activities for both maintenance and procedures. General new suggestions for improvement.To conduct planned maintenance tasks in accordance with the operating instructions.Attend and participate in meetings with the customer where necessary to obtain sign off for work that has been carried out on the customers equipment.Undertake fault finding and repair when required using appropriate technical information (e.g. Technical drawings and fault finding guides).Completion of relevant documentation for all work carried out in order to accurately record activities that are recorded for the company and the customer.Proactive involvement in the Company's HSQE management processes.Maintain cleanliness of the SGB onsite facilities.Attend local and factory training courses when necessary to ensure skills remain current.To participate in 24/7 shift working including callout when required.Work as a mobile engineer if required, van will be provided.Any other related activities reasonably required e.g. to cover work in another depot.Accurately report parts used during service work as per internal processes to ensure our stock is effectively controlled and accounted for.Make effective use of IT systems such as Go!Care, C4S, eWeb, Go!Manage, Go, Diasys, Outlook etc.
This list is not exhaustive and may change.
Who we're looking for:
At Rolls-Royce we embrace agility, are bold, pursue collaboration and seek simplicity in everything we do. These principles form our values and behaviours and are an essential component of our assessment process and are fundamental qualities that we seek for all roles.
To be considered for this exciting role, you will require:
Prior Engineering Background with role-relevant qualifications.Proactive with good initiative.Organisation skills and able to work flexibly.Safety-focussed individual.A collaborative approach to work.
We are an equal opportunities employer. We're committed to developing a diverse workforce and an inclusive working environment. We believe that people from different backgrounds and cultures give us different perspectives. And the more perspectives we have, the more successful we'll be. By building a culture of respect and appreciation, we give everyone who works here the opportunity to realise their full potential.
You can learn more about our global Inclusion strategy at Our people | Rolls-Royce
Type of Contract
PermanentPandoLogic. Keywords: Product Engineer, Location: London, ENG - SE25 5PY
This advertiser has chosen not to accept applicants from your region.
2
Product Support Engineer - Rail
SE25 5PY London, London
Rolls Royce
Posted today
Job Viewed
Job Description
Job Description
Product Support Engineer - Rail
Full Time, Shift work days & nights
Mobile Role, Van provided
As a Product Support Engineer - Rail you will conduct routine maintenance and repairs on mtu rail products to the standard specified in the approved manuals in accordance with the requirements of the contract(s) and embrace digitalisation.
Work with us and we'll welcome you into an inclusive culture, one that invests in your continuous learning and development, and gives you access to a wide breadth and depth of experience.
We offer excellent development, a competitive salary and exceptional benefits. These include bonus, employee support assistance and employee discounts.
What you will be doing:
As a Product Support Engineer - Rail, you will enjoy the opportunity to:
Perform preventative, scheduled maintenance and/or corrective maintenance activities in accordance with the maintenance schedule, manuals and contract.Actively participate in the ongoing continuous improvement activities for both maintenance and procedures. General new suggestions for improvement.To conduct planned maintenance tasks in accordance with the operating instructions.Attend and participate in meetings with the customer where necessary to obtain sign off for work that has been carried out on the customers equipment.Undertake fault finding and repair when required using appropriate technical information (e.g. Technical drawings and fault finding guides).Completion of relevant documentation for all work carried out in order to accurately record activities that are recorded for the company and the customer.Proactive involvement in the Company's HSQE management processes.Maintain cleanliness of the SGB onsite facilities.Attend local and factory training courses when necessary to ensure skills remain current.To participate in 24/7 shift working including callout when required.Work as a mobile engineer if required, van will be provided.Any other related activities reasonably required e.g. to cover work in another depot.Accurately report parts used during service work as per internal processes to ensure our stock is effectively controlled and accounted for.Make effective use of IT systems such as Go!Care, C4S, eWeb, Go!Manage, Go, Diasys, Outlook etc.
This list is not exhaustive and may change.
Who we're looking for:
At Rolls-Royce we embrace agility, are bold, pursue collaboration and seek simplicity in everything we do. These principles form our values and behaviours and are an essential component of our assessment process and are fundamental qualities that we seek for all roles.
To be considered for this exciting role, you will require:
Prior Engineering Background with role-relevant qualifications.Proactive with good initiative.Organisation skills and able to work flexibly.Safety-focussed individual.A collaborative approach to work.
We are an equal opportunities employer. We're committed to developing a diverse workforce and an inclusive working environment. We believe that people from different backgrounds and cultures give us different perspectives. And the more perspectives we have, the more successful we'll be. By building a culture of respect and appreciation, we give everyone who works here the opportunity to realise their full potential.
You can learn more about our global Inclusion strategy at Our people | Rolls-Royce
Type of Contract
PermanentPandoLogic. Keywords: Product Engineer, Location: London, ENG - SE25 5PY
Product Support Engineer - Rail
Full Time, Shift work days & nights
Mobile Role, Van provided
As a Product Support Engineer - Rail you will conduct routine maintenance and repairs on mtu rail products to the standard specified in the approved manuals in accordance with the requirements of the contract(s) and embrace digitalisation.
Work with us and we'll welcome you into an inclusive culture, one that invests in your continuous learning and development, and gives you access to a wide breadth and depth of experience.
We offer excellent development, a competitive salary and exceptional benefits. These include bonus, employee support assistance and employee discounts.
What you will be doing:
As a Product Support Engineer - Rail, you will enjoy the opportunity to:
Perform preventative, scheduled maintenance and/or corrective maintenance activities in accordance with the maintenance schedule, manuals and contract.Actively participate in the ongoing continuous improvement activities for both maintenance and procedures. General new suggestions for improvement.To conduct planned maintenance tasks in accordance with the operating instructions.Attend and participate in meetings with the customer where necessary to obtain sign off for work that has been carried out on the customers equipment.Undertake fault finding and repair when required using appropriate technical information (e.g. Technical drawings and fault finding guides).Completion of relevant documentation for all work carried out in order to accurately record activities that are recorded for the company and the customer.Proactive involvement in the Company's HSQE management processes.Maintain cleanliness of the SGB onsite facilities.Attend local and factory training courses when necessary to ensure skills remain current.To participate in 24/7 shift working including callout when required.Work as a mobile engineer if required, van will be provided.Any other related activities reasonably required e.g. to cover work in another depot.Accurately report parts used during service work as per internal processes to ensure our stock is effectively controlled and accounted for.Make effective use of IT systems such as Go!Care, C4S, eWeb, Go!Manage, Go, Diasys, Outlook etc.
This list is not exhaustive and may change.
Who we're looking for:
At Rolls-Royce we embrace agility, are bold, pursue collaboration and seek simplicity in everything we do. These principles form our values and behaviours and are an essential component of our assessment process and are fundamental qualities that we seek for all roles.
To be considered for this exciting role, you will require:
Prior Engineering Background with role-relevant qualifications.Proactive with good initiative.Organisation skills and able to work flexibly.Safety-focussed individual.A collaborative approach to work.
We are an equal opportunities employer. We're committed to developing a diverse workforce and an inclusive working environment. We believe that people from different backgrounds and cultures give us different perspectives. And the more perspectives we have, the more successful we'll be. By building a culture of respect and appreciation, we give everyone who works here the opportunity to realise their full potential.
You can learn more about our global Inclusion strategy at Our people | Rolls-Royce
Type of Contract
PermanentPandoLogic. Keywords: Product Engineer, Location: London, ENG - SE25 5PY
This advertiser has chosen not to accept applicants from your region.
3
Product Support Engineer - Rail
Selhurst, London
Rolls Royce
Posted 1 day ago
Job Viewed
Job Description
Job Description
Product Support Engineer - Rail
Full Time, Shift work days & nights
Mobile Role, Van provided
As a Product Support Engineer - Rail you will conduct routine maintenance and repairs on mtu rail products to the standard specified in the approved manuals in accordance with the requirements of the contract(s) and embrace digitalisation.
Work with us and we'll welcome you into an inclusive culture, one that invests in your continuous learning and development, and gives you access to a wide breadth and depth of experience.
We offer excellent development, a competitive salary and exceptional benefits. These include bonus, employee support assistance and employee discounts.
What you will be doing:
As a Product Support Engineer - Rail, you will enjoy the opportunity to:
Perform preventative, scheduled maintenance and/or corrective maintenance activities in accordance with the maintenance schedule, manuals and contract.Actively participate in the ongoing continuous improvement activities for both maintenance and procedures. General new suggestions for improvement.To conduct planned maintenance tasks in accordance with the operating instructions.Attend and participate in meetings with the customer where necessary to obtain sign off for work that has been carried out on the customers equipment.Undertake fault finding and repair when required using appropriate technical information (e.g. Technical drawings and fault finding guides).Completion of relevant documentation for all work carried out in order to accurately record activities that are recorded for the company and the customer.Proactive involvement in the Company's HSQE management processes.Maintain cleanliness of the SGB onsite facilities.Attend local and factory training courses when necessary to ensure skills remain current.To participate in 24/7 shift working including callout when required.Work as a mobile engineer if required, van will be provided.Any other related activities reasonably required e.g. to cover work in another depot.Accurately report parts used during service work as per internal processes to ensure our stock is effectively controlled and accounted for.Make effective use of IT systems such as Go!Care, C4S, eWeb, Go!Manage, Go, Diasys, Outlook etc.
This list is not exhaustive and may change.
Who we're looking for:
At Rolls-Royce we embrace agility, are bold, pursue collaboration and seek simplicity in everything we do. These principles form our values and behaviours and are an essential component of our assessment process and are fundamental qualities that we seek for all roles.
To be considered for this exciting role, you will require:
Prior Engineering Background with role-relevant qualifications.Proactive with good initiative.Organisation skills and able to work flexibly.Safety-focussed individual.A collaborative approach to work.
We are an equal opportunities employer. We're committed to developing a diverse workforce and an inclusive working environment. We believe that people from different backgrounds and cultures give us different perspectives. And the more perspectives we have, the more successful we'll be. By building a culture of respect and appreciation, we give everyone who works here the opportunity to realise their full potential.
You can learn more about our global Inclusion strategy at Our people | Rolls-Royce
Type of Contract
PermanentPandoLogic. Keywords: Product Engineer, Location: London, ENG - SE25 5PY
Product Support Engineer - Rail
Full Time, Shift work days & nights
Mobile Role, Van provided
As a Product Support Engineer - Rail you will conduct routine maintenance and repairs on mtu rail products to the standard specified in the approved manuals in accordance with the requirements of the contract(s) and embrace digitalisation.
Work with us and we'll welcome you into an inclusive culture, one that invests in your continuous learning and development, and gives you access to a wide breadth and depth of experience.
We offer excellent development, a competitive salary and exceptional benefits. These include bonus, employee support assistance and employee discounts.
What you will be doing:
As a Product Support Engineer - Rail, you will enjoy the opportunity to:
Perform preventative, scheduled maintenance and/or corrective maintenance activities in accordance with the maintenance schedule, manuals and contract.Actively participate in the ongoing continuous improvement activities for both maintenance and procedures. General new suggestions for improvement.To conduct planned maintenance tasks in accordance with the operating instructions.Attend and participate in meetings with the customer where necessary to obtain sign off for work that has been carried out on the customers equipment.Undertake fault finding and repair when required using appropriate technical information (e.g. Technical drawings and fault finding guides).Completion of relevant documentation for all work carried out in order to accurately record activities that are recorded for the company and the customer.Proactive involvement in the Company's HSQE management processes.Maintain cleanliness of the SGB onsite facilities.Attend local and factory training courses when necessary to ensure skills remain current.To participate in 24/7 shift working including callout when required.Work as a mobile engineer if required, van will be provided.Any other related activities reasonably required e.g. to cover work in another depot.Accurately report parts used during service work as per internal processes to ensure our stock is effectively controlled and accounted for.Make effective use of IT systems such as Go!Care, C4S, eWeb, Go!Manage, Go, Diasys, Outlook etc.
This list is not exhaustive and may change.
Who we're looking for:
At Rolls-Royce we embrace agility, are bold, pursue collaboration and seek simplicity in everything we do. These principles form our values and behaviours and are an essential component of our assessment process and are fundamental qualities that we seek for all roles.
To be considered for this exciting role, you will require:
Prior Engineering Background with role-relevant qualifications.Proactive with good initiative.Organisation skills and able to work flexibly.Safety-focussed individual.A collaborative approach to work.
We are an equal opportunities employer. We're committed to developing a diverse workforce and an inclusive working environment. We believe that people from different backgrounds and cultures give us different perspectives. And the more perspectives we have, the more successful we'll be. By building a culture of respect and appreciation, we give everyone who works here the opportunity to realise their full potential.
You can learn more about our global Inclusion strategy at Our people | Rolls-Royce
Type of Contract
PermanentPandoLogic. Keywords: Product Engineer, Location: London, ENG - SE25 5PY
This advertiser has chosen not to accept applicants from your region.
4
Product Support Specialist - Institutions
London, London
£50000 - £56000 annum
Opus 2
Posted 5 days ago
Job Viewed
Job Description
As a Product Support Specialist - Institutions , you will act as the primary product expert and relationship manager for our Institutions client base. As a Product escalation role, you will provide advanced product guidance, ensure SLAs are met across all support interactions for institutions, and become a trusted advisor to client-side support teams.
This role bridges client enablement and internal accountability. You’ll facilitate the delivery of tailored product training, manage ongoing client engagement through site visits and calls, and provide strategic feedback to Product Management. With deep knowledge of the Institutions solution, you’ll ensure our clients receive exceptional, proactive support while helping to shape the future of the product based on real-world use.
What you'll be doing
- Serve as the primary product expert and point of contact for Institutions clients, managing relationships and ensuring high levels of client satisfaction.
- Provide expert-level product support and consulting to client-side support teams (L1), including via phone, email, on-site visits, and virtual sessions.
- Facilitate the onboarding and training of client support staff, ensuring they are equipped to handle routine issues independently.
- Monitor ticket queues to ensure the wider support team is meeting SLA targets for institutional clients; escalate internally when necessary.
- Collaborate closely with Product Support Manager - EMEA and internal teams to maintain strong cross-functional coordination and service delivery.
- Collect and document client feedback, feature requests, and usability issues, and relay them to Product Management with clarity and context.
- Lead or support the delivery of training sessions, product demonstrations, and refresher courses for client stakeholders.
- Advocate for client needs within the business while promoting best practices and driving adoption of the product’s full capabilities.
- Maintain accurate records of client interactions, visit notes, and support metrics to ensure consistent service delivery.
- Act as a subject matter expert (SME) for the Institutions product offering, continuously expanding your product knowledge and staying aligned with roadmap developments.
Requirements
What we're looking for in you
- 2+ years in a product support, customer success, or client-facing role, ideally in SaaS or legal tech environments.
- Strong understanding of client relationship management with the ability to build trust and rapport with stakeholders across various levels.
- Experience delivering training, workshops, or onboarding sessions to client teams, either in-person or virtually.
- Excellent written and verbal communication skills, including phone-based support and professional client interactions.
- Demonstrated ability to manage multiple priorities while ensuring team-wide SLA compliance.
- Familiarity with helpdesk/ticketing systems such as Zendesk, Jira, or FreshDesk.
- Confident in gathering and articulating product feedback, usability challenges, and client requests to internal product teams.
- Self-motivated and able to work independently, with excellent time management and follow-through.
- Willingness and ability to travel for on-site client meetings and training sessions as needed.
- Passion for legal technology and a drive to deliver meaningful, long-term value to Institution clients.
- Preferred Certifications; AWS Cloud Practitioner, ITIL Certification – Foundation, ITIL Certification (Practitioner - Incident Management.
Benefits
Working for Opus 2
Opus 2 is a global leader in legal software and services, trusted partner of the world’s leading legal teams. All our achievements are underpinned by our unique culture where our people are our most valuable asset. Working at Opus 2, you’ll receive:
- Contributory pension plan.
- 26 days annual holidays, flexible working, and length of service entitlement.
- Health Insurance.
- Loyalty Share Scheme.
- Enhanced Maternity and Paternity.
- Employee Assistance Programme.
- Electric Vehicle Salary Sacrifice.
- Cycle to Work Scheme.
- Calm and Mindfulness sessions.
- A day of leave to volunteer for charity or dependent cover.
- Accessible and modern office space and regular company social events.
This advertiser has chosen not to accept applicants from your region.
5
Ocean Product Support/Co-ordinator
Windsor, South East
SEKO Logistics
Posted 7 days ago
Job Viewed
Job Description
Job purpose
As Ocean Product Coordinator, you will support our Ocean Product Manager, and the wider business, engaging in day-to-day activities.
Key duties and responsibilities
- Engage directly with carriers, gathering up-to-date pricing, tariffs and allocation agreements.
- Provide support with pricing and service inquiries for FCL and LCL Ocean Freight from internal stakeholders.
- Maintain and share ocean freight tariffs and product tools with internal stakeholders.
- Manage weekly allocation agreements both internally and directly with the carriers.
- Maintain a customer forecasting system, to assist with creating allocation strategy.
- Support allocation strategies with a view on overall customer priority and margin for the business.
- Support pricing for sales and the Tender Team.
- Be the point of contact for queries raised and look to resolve with the carriers.
- Distribute pricing updates & market intel to the UK network.
- Assist Ocean Product Manager with regular internal / external reporting.
Qualifications and key skills
- Ocean freight and freight forwarding industry experience preferred
- Proficiency in Microsoft Excel
- Knowledge of LCL and FCL pricing advantageous
- Understanding of key trade lanes an advantage but not a prerequisite
- Highly organised
- Problem solving
- Excellent communication skills, able to build partnerships across multiple offices and regions
- Additional languages welcome but not essential
- Excellent communication skills
This advertiser has chosen not to accept applicants from your region.
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6
Product Support Associate, STR - London - 12 month FTC
London, London
CoStar Realty Information, Inc.
Posted 4 days ago
Job Viewed
Job Description
Product Support Associate, STR - London - 12 month FTC
Job Description
**PRODUCT SUPPORT ASSOCIATE - STR - LONDON, UK**
**OVERVIEW**
CoStar Group (NASDAQ: CSGP) is a leading global provider of commercial and residential real estate information, analytics, and online marketplaces. Included in the S&P 500 Index and the NASDAQ 100, CoStar Group is on a mission to digitize the world's real estate, empowering all people to discover properties, insights and connections that improve their businesses and lives.
We have been living and breathing the world of real estate information and online marketplaces for over 35 years, giving us the perspective to create truly unique and valuable offerings to our customers. We've continually refined, transformed and perfected our approach to our business, creating a language that has become standard in our industry, for our customers, and even our competitors. We continue that effort today and are always working to improve and drive innovation. This is how we deliver for our customers, our employees, and investors. By equipping the brightest minds with the best resources available, we provide an invaluable edge in real estate.
STR is the global leader in hospitality data benchmarking, analytics and marketplace insights for the global hospitality industry. STR delivers data that is confidential, accurate and actionable to empower our clients to strategize and compete in their markets.
Learn more about STR ( DESCRIPTION**
The **Product Support Associate** is responsible for creating a positive service experience for our customers. This is achieved by providing product or website support via phone and/or email for STR customers around the world. The Product Support Associate will work cohesively and efficiently with other departments in the organization to ensure customer inquiries are fully resolved.
**RESPONSIBILITIES**
+ Maintain appropriate knowledge of products and services to resolve client questions or concerns in an accurate and timely manner.
+ Seek to understand the issue a client is experiencing, communicate a willingness to help, and provide a comprehensive solution within established time commitments.
+ Support customers within multiple asset classes: hospitality, hostels, short term rentals, serviced apartments, industry partners, tourism bureaus, real estate, and others as needed.
+ Maintain customer records by updating and entering account/subscription information in various systems.
+ Become a Subject Matter Expert on Benchmarking and legacy STR products and services in order to educate clients on what is available to best fit their needs.
+ Create and maintain accurate records regarding customer interactions.
+ Provide support services to other departments as needed.
+ Provide training to customers, which may include: product overviews, methodology reviews, and website usage.
+ Keep managers informed of client feedback received and how to best action for better future outcomes.
**QUALIFICATIONS**
+ Bachelor's degree or equivalent experience
+ Experience in a customer facing role.
+ Experience using the Microsoft Office suite of applications (Excel, Outlook, and Word).
+ Additional European language (German, French, Portuguese preferred)
+ Prior experience working at a hotel property or in a hotel corporate environment
+ Experience working with a CRM system, with case management systems
+ Ability to work in multiple systems simultaneously
+ Ability to multi-task in a fast-paced environment while prioritizing your workload
+ Ability to manage and hit deadlines
+ Ability to work well independently, while also contributing to a larger team as needed
+ Excellent communication skills, both written and verbal with a willingness to go above and beyond to solve problems
+ Ability to develop innovative solutions to client questions and concerns
+ Ability to adapt to change in a high growth company
+ Ability to quickly adopt change and remain flexible to learning new things
+ Ability to analyze data and understand issues and discrepancies
**WHAT'S IN IT FOR YOU:**
Working at CoStar Group means you'll enjoy a culture of collaboration and innovation that attracts the best and brightest across a broad range of disciplines. As well as having an outstanding working environment based in iconic buildings the Shard and Blue Fin. Other perks include full private medical cover, dental cover, Life Assurance and member rewards, 28 days annual leave, a competitive pension, season ticket loans, enhanced maternity and paternity pay, and much more!
At CoStar, we recognise the positive value of diversity and promote equality. We aim at all times to recruit the person who is most suited to the job and welcome applications from people of all backgrounds - men and women, people of all ages, sexual orientations, nationalities, religions and beliefs.
However, we particularly encourage applications from women, disabled and Black, Asian and Minority Ethnic (BAME) candidates, as these groups are underrepresented throughout the commercial real estate industry.
CoStar Group is an Equal Employment Opportunity Employer; we maintain a drug-free workplace and perform pre-employment substance abuse testing
CoStar Group (NASDAQ: CSGP) is a leading global provider of commercial and residential real estate information, analytics, and online marketplaces. Included in the S&P 500 Index and the NASDAQ 100, CoStar Group is on a mission to digitize the world's real estate, empowering all people to discover properties, insights and connections that improve their businesses and lives.
We have been living and breathing the world of real estate information and online marketplaces for over 37 years, giving us the perspective to create truly unique and valuable products and services. We've continually refined, transformed and perfected our approach to our business, creating a language that has become standard in our industry and for our customers. This is how we deliver for our customers, our employees, and investors. By equipping the brightest minds with the best resources available, we provide an invaluable edge in real estate.
CoStar is committed to creating a diverse environment and is proud to be an equal opportunity workplace and affirmative action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. CoStar is also committed to compliance with all fair employment practices regarding citizenship and immigration status.
If you are a qualified individual with a disability or a disabled veteran, you may request a reasonable accommodation if you are unable or limited in your ability to use or access as a result of your disability. You can request reasonable accommodations by calling 1- or by sending an email to .
Job Description
**PRODUCT SUPPORT ASSOCIATE - STR - LONDON, UK**
**OVERVIEW**
CoStar Group (NASDAQ: CSGP) is a leading global provider of commercial and residential real estate information, analytics, and online marketplaces. Included in the S&P 500 Index and the NASDAQ 100, CoStar Group is on a mission to digitize the world's real estate, empowering all people to discover properties, insights and connections that improve their businesses and lives.
We have been living and breathing the world of real estate information and online marketplaces for over 35 years, giving us the perspective to create truly unique and valuable offerings to our customers. We've continually refined, transformed and perfected our approach to our business, creating a language that has become standard in our industry, for our customers, and even our competitors. We continue that effort today and are always working to improve and drive innovation. This is how we deliver for our customers, our employees, and investors. By equipping the brightest minds with the best resources available, we provide an invaluable edge in real estate.
STR is the global leader in hospitality data benchmarking, analytics and marketplace insights for the global hospitality industry. STR delivers data that is confidential, accurate and actionable to empower our clients to strategize and compete in their markets.
Learn more about STR ( DESCRIPTION**
The **Product Support Associate** is responsible for creating a positive service experience for our customers. This is achieved by providing product or website support via phone and/or email for STR customers around the world. The Product Support Associate will work cohesively and efficiently with other departments in the organization to ensure customer inquiries are fully resolved.
**RESPONSIBILITIES**
+ Maintain appropriate knowledge of products and services to resolve client questions or concerns in an accurate and timely manner.
+ Seek to understand the issue a client is experiencing, communicate a willingness to help, and provide a comprehensive solution within established time commitments.
+ Support customers within multiple asset classes: hospitality, hostels, short term rentals, serviced apartments, industry partners, tourism bureaus, real estate, and others as needed.
+ Maintain customer records by updating and entering account/subscription information in various systems.
+ Become a Subject Matter Expert on Benchmarking and legacy STR products and services in order to educate clients on what is available to best fit their needs.
+ Create and maintain accurate records regarding customer interactions.
+ Provide support services to other departments as needed.
+ Provide training to customers, which may include: product overviews, methodology reviews, and website usage.
+ Keep managers informed of client feedback received and how to best action for better future outcomes.
**QUALIFICATIONS**
+ Bachelor's degree or equivalent experience
+ Experience in a customer facing role.
+ Experience using the Microsoft Office suite of applications (Excel, Outlook, and Word).
+ Additional European language (German, French, Portuguese preferred)
+ Prior experience working at a hotel property or in a hotel corporate environment
+ Experience working with a CRM system, with case management systems
+ Ability to work in multiple systems simultaneously
+ Ability to multi-task in a fast-paced environment while prioritizing your workload
+ Ability to manage and hit deadlines
+ Ability to work well independently, while also contributing to a larger team as needed
+ Excellent communication skills, both written and verbal with a willingness to go above and beyond to solve problems
+ Ability to develop innovative solutions to client questions and concerns
+ Ability to adapt to change in a high growth company
+ Ability to quickly adopt change and remain flexible to learning new things
+ Ability to analyze data and understand issues and discrepancies
**WHAT'S IN IT FOR YOU:**
Working at CoStar Group means you'll enjoy a culture of collaboration and innovation that attracts the best and brightest across a broad range of disciplines. As well as having an outstanding working environment based in iconic buildings the Shard and Blue Fin. Other perks include full private medical cover, dental cover, Life Assurance and member rewards, 28 days annual leave, a competitive pension, season ticket loans, enhanced maternity and paternity pay, and much more!
At CoStar, we recognise the positive value of diversity and promote equality. We aim at all times to recruit the person who is most suited to the job and welcome applications from people of all backgrounds - men and women, people of all ages, sexual orientations, nationalities, religions and beliefs.
However, we particularly encourage applications from women, disabled and Black, Asian and Minority Ethnic (BAME) candidates, as these groups are underrepresented throughout the commercial real estate industry.
CoStar Group is an Equal Employment Opportunity Employer; we maintain a drug-free workplace and perform pre-employment substance abuse testing
CoStar Group (NASDAQ: CSGP) is a leading global provider of commercial and residential real estate information, analytics, and online marketplaces. Included in the S&P 500 Index and the NASDAQ 100, CoStar Group is on a mission to digitize the world's real estate, empowering all people to discover properties, insights and connections that improve their businesses and lives.
We have been living and breathing the world of real estate information and online marketplaces for over 37 years, giving us the perspective to create truly unique and valuable products and services. We've continually refined, transformed and perfected our approach to our business, creating a language that has become standard in our industry and for our customers. This is how we deliver for our customers, our employees, and investors. By equipping the brightest minds with the best resources available, we provide an invaluable edge in real estate.
CoStar is committed to creating a diverse environment and is proud to be an equal opportunity workplace and affirmative action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. CoStar is also committed to compliance with all fair employment practices regarding citizenship and immigration status.
If you are a qualified individual with a disability or a disabled veteran, you may request a reasonable accommodation if you are unable or limited in your ability to use or access as a result of your disability. You can request reasonable accommodations by calling 1- or by sending an email to .
This advertiser has chosen not to accept applicants from your region.
7
Product Lifecycle Management Support Specialist- Defence
London, London
Positiv+ Cohort
Posted 9 days ago
Job Viewed
Job Description
About the Role
Our customer in the Defence sector is seeking a highly skilled PLM Toolset Support Specialist to join the Engineering Design Capabilities Team. This role is critical in supporting the implementation, training, and optimisation of the Product Lifecycle Management (PLM) toolset, with a focus on Windchill .
You will act as the first point of contact for user queries, provide expert-level support, and contribute to the successful rollout and adoption of PLM tools across engineering communities.
Key Responsibilities- Provide expert-level support for the PLM toolset within the Engineering Design Capabilities Team.
- Act as first-line support for Windchill user queries, ensuring timely and effective resolution.
- Develop training materials and user support documentation for tool implementation.
- Deliver training sessions and one-on-one coaching during pilot phases and broader rollouts.
- Assist in process creation and updates related to PLM tool implementation.
- Conduct training needs analysis across engineering communities at group level.
- Provide technical support for verification and validation activities to ensure PLM tools meet business requirements.
- Support User Acceptance Testing (UAT) in integration environments to validate workflows.
- Assist with data organisation requests and manage user roles and permissions.
- Offer advisory support on data organisation execution.
- Troubleshoot Windchill-related issues in line with KPIs and service level agreements.
- Monitor and report on system performance issues .
- Maintain and update PLM support documentation and user guides.
- Apply deep knowledge of PDM and PLM systems , their capabilities, and best practices.
Requirements
Required Skills and Experience- British Nationality and current SC Clearance (mandatory).
- Proven experience supporting PLM/PDM systems , particularly Windchill .
- Strong understanding of engineering processes and lifecycle management.
- Experience in training delivery , both in group settings and one-on-one.
- Excellent problem-solving and troubleshooting skills.
- Ability to work collaboratively across teams and communicate technical concepts clearly.
- Familiarity with UAT processes , data management, and role-based access control.
- Experience in the Defence sector or other high-security environments.
- Knowledge of PLM integration with other enterprise systems.
This advertiser has chosen not to accept applicants from your region.
8
Product Specialist, 2nd Line Support
London, London
Board Intelligence
Posted 14 days ago
Job Viewed
Job Description
Board Intelligence is a technology and advisory firm that supercharges boards with the science of board effectiveness. We build better businesses and benefit society.
Through a suite of AI-powered software tools, evaluation frameworks, and advisory services that distil twenty years of boardroom experience, we improve the efficiency of board processes and the effectiveness of boards.
We work with over 70,000 leaders and 3,000 organisations across the world, with clients across the Fortune 500, FTSE 100, and OMX 30. In 2024 we received substantial backing from K1 Investment Management – the leading B2B Enterprise SaaS investors. We are at the beginning of significant growth, and we’re looking for superb talent to join us on this journey.
The team is diverse and friendly. We value fun: most days you’ll find a social event or learning opportunity to get involved with, including company socials, away days, philanthropic activities and lunch & learns.
Our Mission
We unleash the potential of organisations through the science of board effectiveness, building better businesses and benefiting society.
Our Customer Team
We create value for, and drive commercial growth from, existing clients in order to deliver consistently remarkable service.
This role offers hybrid working hours our Bank office in London.
The Role
The Product Specialist for 2nd Line Support at Board Intelligence plays a crucial role in providing technical assistance to our clients. You will work closely with the Customer Service team to ensure that all end-users receive high-quality support regarding our software products. You will be focused on solving more complex issues that have been escalated from the first line of support, providing in-depth technical assistance and ensuring user queries are resolved efficiently.
This role operates on a Monday to Friday, 9 am to 6 pm basis, with an on-call rotation once every seven weeks for weekend support.
What will you be responsible for:
- Act as an escalation point for First Line Support, providing advanced technical investigation and resolution for complex or persistent client issues using tools like Datadog, Bugsnag, and Jira.
- Triage and prioritise product defects, analysing exceptions and identifying whether they require engineering involvement, a knowledge base update, or platform configuration change.
- Support platform setup and configuration, including Single Sign-On (SSO) and bespoke client portal adjustments, ensuring smooth onboarding and ongoing usage.
- Maintain and expand the internal knowledge base, enabling First Line to self-serve more queries and reduce unnecessary escalations.
- Collaborate with Engineering to communicate and prioritise bugs, contributing to sprint planning and ensuring fixes are aligned with client impact and support efficiency.
- Drive data-driven insights, supporting trend analysis across client queries and exceptions to pre-empt future issues and suggest product or process improvements.
- Champion process improvements and documentation, identifying inefficiencies in support workflows and helping refine the overall incident handling lifecycle.
Requirements
We are looking for a motivated individual with a strong technical background and a passion for delivering exceptional customer service. Key technical and professional skills include:
- Ability to investigate and resolve complex technical issues using tools like Datadog, Bugsnag, and JIRA, and interpret log data to identify root causes and trends.
- Familiarity with incident management workflows using tools like PagerDuty and Bugsnag, with the ability to prioritise, document, and escalate issues appropriately based on severity and impact.
- Knowledge of APIs, SSO, and web technologies to support platform configuration and client troubleshooting in a SaaS environment.
- Skilled in translating technical findings into clear, actionable updates for both non-technical stakeholders (First Line, clients) and technical teams (Engineering).
- Ability to create and maintain clear, concise internal knowledge base articles and training resources that empower First Line and reduce escalations.
- Committed to delivering a high-quality user experience through thoughtful investigation, client empathy, and continuous improvement of support processes, even during out-of-hours coverage.
What traits would make someone successful in this team?
- Curiosity and problem-solving mindset – someone who is naturally inquisitive and asks questions rather than apply surface fixes.
- Ownership and Accountability – they follow issues through to a resolution or proactively picks up problems.
- Communication – they can explain complex/technical issues clearly to both clients and engineering teams
- Team-oriented – they share their learnings with the 1st Line team to act as a mentor
- Attention to detail – spots patterns in exceptions/alerts and writes accurate documentation for others to rely on.
A successful team member is analytical, reliable, communicative, and committed to improving both client experience and internal processes. They thrive at the intersection of technical problem-solving and cross-functional collaboration.
Benefits
We pride ourselves on our great working environment and package. Here’s some of what’s on offer:
- Private Pension Scheme
- BUPA Health and Dental insurance (including access to the My BUPA app)
- Group life insurance: 4x annual salary
- 26 holiday days per calendar year in addition to Bank Holidays
- Cycle to work scheme
- Employee Assistance Program including Bereavement and Probate Helpline
- AIG Smart Health virtual GP app/wellness platform for employees and dependents, including partner/spouse
- Eyecare and Flu Jab vouchers
- Regular Wellness sessions: e.g. virtual yoga sessions
- Enhanced Parental Leave
- Regular company socials
This advertiser has chosen not to accept applicants from your region.
9