Customer Support Engineer

Primary Contact: Serve as the first-line technical point of contact for global customers and partners via the support ticketing system.

System Triage: Deliver comprehensive support across the RFeye product ecosystem, including hardware, software, and integrated systems.

Technical Diagnosis: Investigate and diagnose complex issues spanning RF sensors, spectrum monitoring software, network topologies, and system configurations.

Live Troubleshooting: Facilitate remote debug sessions and technical workshops to resolve active customer roadblocks.

Customer Care: Maintain professional, empathetic, and clear communication under pressure, aligning with a first-response target of 24 hours.

Operational Support Activities

Process Adherence: Follow established Customer Support procedures while proactively identifying operational areas that require clarification or improvement.

License Management: Generate, track, and securely store digital licenses for RFeye software products.

RMA Tracking: Log and track customer Return Merchandise Authorizations (RMAs) in alignment with internal supply chain workflows.

Data Integrity: Ensure all support interactions, troubleshooting steps, and resolutions are precisely documented within the designated business systems.

Escalation Path: Escalate unresolved technical issues to higher-tier engineering teams, providing comprehensive context, log analysis, and reproducible data.

Collaboration & Internal Feedback Loop

Voice of the Customer: Log, track, and internally champion customer-requested software features and bug fixes.

Cross-Functional Alignment: Partner closely with Field Application Engineers (FAEs), Development, and Test teams to accelerate complex issue resolution.

Product Optimisation: Provide actionable feedback to product teams regarding recurring software bugs, system usability gaps, or documentation shortcomings.

Documentation & Knowledge Management

Knowledge Creation: Create and maintain customer-facing application notes, technical "how-to" guides, and reference documentation.

Continuous Improvement: Review user documentation regularly to identify gaps, propose technical updates, and build out internal knowledge bases for the team.

Travel & On-Site Engagement

Field Support: Travel occasionally to customer or partner sites to support unique system deployments or advanced troubleshooting initiatives.

Expected Competencies and Behaviours

Effective Communication: Demonstrates exceptional written and verbal communication skills, with an ability to translate complex RF and networking issues into clear client updates.

Inquisitive Mindset: Possesses a natural curiosity and enthusiasm for learning specialized hardware, software, and radio frequency concepts.

Structured Problem Solving: Applies strong analytical thinking to replicate customer environments and execute root-cause analysis.

Customer Advocacy: Takes personal ownership of incoming issues from initial logging through to successful resolution.

Collaboration & Flexibility: Thrives in a dynamic, fast-paced team environment, adapting seamlessly to changing priorities and shifting technical scenarios.

Attention to Detail: Maintains a high level of professionalism, reliability, and precision when logging technical data and handling configurations.