Technical Customer Support Engineer

Part of the Implementation, Logistics & Customer Support team

About the role:

This role will lead the remote monitoring of our systems in the field, be able to solve standard technical issues for our clients and work with the engineering team to solve more complex problems. There is great capacity for growth in this role as the company grows. This position will suit someone who enjoys solving technical problems, working collaboratively and contributing to high-quality customer support experience. 

A typical day in this role looks like:

• Monitor the fleet of deployed hardware using tools and provide input on the development of fit-for-purpose new tools for monitoring and troubleshooting

• Working in an agile way to facilitate the investigation of technical issues to help with overall customer satisfaction

• Receiving calls, chats or tickets from clients dealing with technical or functional issues, replying to requests and escalating internally through the appropriate channel as relevant.

• Building up a knowledge base repository on problems/solutions (e.g. a public customer support FAQ)

• Developing and maintaining tutorials, examples, code snippets, or webinars about how maintain and services our product for partners and distributors

• Leading on the IT setup and troubleshooting of devices internally, and of our hardware at client sites or remotely.

• Onboarding new employees and managing enrolments via an MDM server

Requirements:

• Familiar and comfortable using common IT technologies, e.g. web / networking / cameras / remote access

• Knowledge of iOS, Windows and Linux

• Experience with Azure Active Directory, Microsoft 365 and Windows Policies.

• Evidence of the ability to translate an aspect of a product into training materials in a variety of mediums (e.g. phone, writing, videos)

• Demonstrable experience in a technical customer support role using Jira Ticketing 

• UK Driving license

• Ability to conduct manual work on site, including working at height and using hand held tools

• Appreciation for the power of listening and art of asking questions

• Aware of the boundaries of your own knowledge and how to collaborate with others to complete a task

• Ability to self-organise and prioritise tasks

• Passion for addressing the waste crisis or other environmental issues

It’d be a plus if you had:

• Knowledge of the waste industry

• Experience with networking, e.g. VPNs, DHCP, IP etc

• Experience of HTML/JS,C++, Rest APIs, Linux scripting, e.g. cron / bash

• Knowledge of a European language

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About Greyparrot

The world is in a waste crisis.

Currently we produce 2.1 billion tons of solid waste per year. Data collection of the waste we produce is non-existent, meaning no systematic transparency and no accountability. It means that recycling targets are not upheld, dumping of waste into our oceans remains nobody's responsibility, recyclables get sent to landfill or incineration, and producers get away with sub-standard packaging. Thus, recycling rates stubbornly remain at 10% and, unless we change, by 2040 the plastic stock in the ocean will have quadrupled - a problem that already costs society $1.5 trillion each year.

Our mission is to increase transparency and automation in waste management to accelerate the circular economy. Currently, our camera system and AI software are deployed in recycling plants and waste facilities around the world to measure material flows and provide waste analytics. We have compiled a team of experts to deploy our technology and we’re looking to expand our team.

On offer:

• 💰 Competitive London-based salary (salary band available upon application) + Employee stock option scheme

• 🏘️ Customised hybrid working between office and home

• 🏖️ 25 Days Holiday plus Bank Holidays in UK (or statutory country-equivalent if higher): Additionally, carry over up to 3 unused holiday days each new year.

• 💙 Paid sick leave for physical and mental health needs.

• 🍏 Unlimited Healthy Snacks: Fuel your day with a variety of fresh fruit, tea, coffee, and healthy snacks every time you’re in the office.

• 👶 Enhanced Parental Leave: Experience comprehensive support with enhanced maternity, paternity, adoption, or shared parental leave.

• 🎓 Learning and Development Budget: Invest in your professional growth with a dedicated budget of £500 per year.

• 🧘‍♂️ 1-1 Mental Health Support: Prioritize your mental well-being with personalized support and 1-1 therapy provided by Spill.

• ☀️ Summer Friday Half-Days: Celebrate the warmer months with Friday half-days.

• 🚴 Cycling Benefits: Take advantage of our cycle to work scheme, allowing you to purchase a bicycle through salary sacrifice, saving at least 26%, or opt to rent a bicycle for up to 12 months.

• 💼 Home Office Budget: Enhance your remote work setup with a yearly budget of £500 dedicated to equipping your home office with the tools and resources you need for optimal productivity.

• 🌍 Nomad Working: Immerse yourself in the freedom of nomadic work with our 12-day allowance, usable within a 1-3 hour time difference.

A few things to note:

• Not open to recruiters.

• Only applicants who have the right to work in the UK will be considered at this time.

• Please note that we will filter screening questions for authenticity; pure AI-generated answers will result in automatic disqualification. We want to hear your voice and personal experience.

• We are 100% committed to building a diverse and representative team. Whatever your race, religion, colour, national origin, gender, sexual orientation, age, marital status, or disability - we want to hear from you.