Product Support Engineer Job at Horsham, Sussex Full Time

Do you enjoy solving problems, building customer relationships, and influencing product development? We’re looking for a Product Support Engineer to become the trusted product expert for our customers while helping shape and improve our industry-leading solutions.

This is a varied role that combines customer support, product ownership, business analysis, quality assurance, and technical delivery. You’ll work closely with customers, developers, project managers, and product teams to ensure our solutions deliver maximum value and an outstanding customer experience.

What You’ll Be Doing

Be the Customer’s Trusted Product Partner

• Act as the primary product contact for a portfolio of customer accounts.
• Build strong customer relationships through proactive support and engagement.
• Troubleshoot technical issues, manage incidents end-to-end, and ensure resolutions meet SLA targets.
• Handle support escalations and keep customers informed throughout the resolution process.
• Support customers with the deployment, configuration, and management of our testing and measurement solutions.

Shape Better Products

• Work directly with customers and stakeholders to understand business and technical requirements.
• Translate customer needs into clear, structured requirements for development teams.
• Maintain accurate documentation and contribute to continuous product improvement.

Drive Quality & Delivery

• Execute functional testing of new features, updates, and fixes.
• Identify, reproduce, and validate software defects.
• Collaborate with developers and project managers to ensure successful and timely product delivery.
• Provide technical support during implementations and deployments.

Champion Innovation

• Promote best practice use of the Metricell product suite.
• Deliver product demonstrations, guidance, and training.
• Advocate for customer needs during product discussions and development planning.
• Leverage AI-powered tools to improve requirements gathering, testing, documentation, and delivery processes.