Customer Support Engineer

Customer Support Engineer focuses on primary contact: serve as the first-line technical point of contact for global customers and partners via the support ticketing system.

What the role involves

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

Skills and requirements

• 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.

Candidate fit

• clear communication, patience, accurate records, and reliable follow-through