Graduate Customer Support Engineer

About the Role

As a Graduate Customer Support Engineer, you will play an essential role in ensuring customer satisfaction and building long-term loyalty. Your objective will be to support our global customers through the successful implementation and maintenance our industry-leading products.

This is a fantastic launchpad for an engineering graduate looking to solve varied, complex technical questions, build strong client relationships, and collaborate across R&D and engineering teams as a trusted technical partner.

Key Responsibilities

• Technical Troubleshooting: Identify root causes and resolve customer issues related to the installation, configuration, and maintenance of our products.
• Cross-Department Collaboration: Escalate complex technical issues to internal Product Owners or Engineering teams, acting as the vital link between the customer and internal experts.
• Knowledge Management: Document all customer interactions in Salesforce ServiceCloud and author knowledge-base articles to help users solve technical queries independently.
• Client Relations & Training: Build strong customer relationships, deliver technical training sessions, and offer tailored advice to optimize product use.
• Product Improvement: Feed real-world customer insights back into our R&D teams to contribute directly to future product enhancements.
• SLA Performance: Meet or exceed customer-driven Service Level Agreements (SLAs) through timely and effective communication.

Qualifications & Requirements

• Education:Bachelor’s degree in Engineering, preferably Electronics, Computer Science, or a related technical disciplin
• Programming: Knowledge of at least one programming language (e.g., C#, .NET, Python, LabVIEW™, VeriStand™).
• Core Skills: An analytical mindset capable of root-cause analysis, paired with excellent interpersonal communication and natural empathy for customer needs.
• Attributes: Resilient under pressure and adaptable enough to thrive in a fast-paced, dynamic environment.
• Desirable Skills (Advantageous but not essential)
• Practical experience using Test and Measurement instrumentation.
• Knowledge of international instrument control standards (PXI, LXI, VISA, IVI).
• Familiarity with Salesforce ServiceCloud or similar CRM tracking software.

What You Can Expect 

• People are at the heart of our business. In return for your contribution to our growth, we offer an industry-leading benefits package:
• Time Off: 25 days annual leave (plus bank holidays), with options to buy/sell up to 10 days of holiday.
• Health & Security: Life Insurance (4x annual salary, capped at £50k) and a choice of salary sacrifice on pension contributions.
• Wellbeing: Corporate membership at a local gym and spa, employee mental health support through Mind, an EAP via Sparks, and a wellbeing program with Spa Medical.
• Career Growth: A thorough induction program, regular performance-related pay reviews, tailored training programs, and sponsorship for further education.
• Perks & Culture: Paid company social events (including a summer festival and Christmas party), a salary sacrifice car scheme, potential for worldwide business travel, and free daily tea, coffee, and fresh fruit.