Technical Support Engineer
TLDR
Coordinate client support across phone, email, and chat, manage requests in a ticketing system, and resolve incidents with 2nd and 3rd line teams.
Our Customer Support Engineers are the first point of contact for clients needing support across Callsign's products and services. This role delivers efficient, high-quality support via phone, email and chat, using a ticketing system to manage and prioritise requests.
Working closely with internal 2nd and 3rd line technical teams, the Technical Support Engineer ensures timely issue resolution and clear customer communication. The role includes participation in an on-call rota and the ideal candidate will be proactive, have a strong passion for technology, teamwork and continuous learning.
The successful candidate will already need to hold the right to work in the UK.
This role will be based from our Manchester office and be part of our global Customer Support team.
What you'll do:
- Serve as the first point of contact for clients seeking support on our products and services.
- Engage with other teams to help prioritise and resolve issues.
- Participate in an on-call rota to provide support outside of regular business hours.
- Work a rotating shift pattern covering between the hours of 7:00 a.m. to 11:00 p.m.
Key Responsibilities
- Handle various communication channels including phone, email, and chat.
- Utilise a ticket/helpdesk system to manage and track support requests.
- Prioritise and manage multiple demands, coordinating activities with technical 2nd and 3rd line teams.
- Respond efficiently and communicate clearly to ensure customer satisfaction.
- Support the incident management process and participate in the coordination, communication and resolution of incidents as required.
Requirements
Required Experience
- Previous experience in a customer help desk or 1st line support role.
- Ability to estimate and execute tasks in a timely manner.
- Be able to work with initiative and multitask effectively.
- Strong English written & verbal communication skills.
- A passion for technology, with at least 12 months of experience in a support role.
- A desire to learn and continuously improve.
OPTIONAL/DESIRABLE
- An interest in fraud prevention is beneficial.
- Experience with Jira (Atlassian) is a plus.
- Experience working in a software company
- ITIL or Service Desk related qualifications
- Incident management
- Be someone who seeks opportunities to improve how work gets done
- Be confident taking responsibility for outcomes & mistakes
Benefits
Pension scheme with Scottish Widows
Private medical cover with Vitality
Life assurance (4x base salary)
Personal Learning & Development Budget
Cycle to Work Scheme
Company Family Leave
25 days annual leave plus Callsign Bank Holiday
Employee Volunteering Program
Benefits
Health Insurance
Private medical cover with Vitality
Learning Budget
Personal Learning & Development Budget
Employee Volunteering Program
Paid Parental Leave
Company Family Leave
Paid Time Off
25 days annual leave plus Callsign Bank Holiday
At Callsign we are changing identity. We are an identity fraud, authorization & authentication company, solving the challenges that organizations face in getting their users on to & interacting with their digital platforms. We use deep learning techniques to combine device, location and behaviour datapoints with dynamic policy management and multi-factor authentication, to verify that the user is who they say they are. Our aim is to make identification more secure and simple – helping everyone to get on with their digital lives in the most seamless and secure way possible. If you’re interested in working for a company that’s changing the face of digital identity globally, then you’re in the right place. We’re a talented team of research scientists, engineers and developers working with the latest technology to help make the digital world a more secure place.Our CultureCallsign is a talented team of people who are passionate about their craft and who care about making the digital world more secure. We work collaboratively, adopting agile principles and methodology to develop a reactive and scalable platform that uses the latest technologies. And with regular boardgames nights, pop-up social activities and company parties, it’s easy to meet new colleagues and feel part of the team.
- Founded
- Founded 2011
- Employees
- 51-200 employees
- Industry
- Internet Software & Services
- Total raised
- $35M raised