Graduate Customer Support Engineer

Graduate Customer Support Engineer

Location:

Clacton-on-Sea / Essex, UK
Position Type:
Full-time, Permanent
Salary: £29,000 per annum + Regular Performance Reviews
Benefits: 25 Days Holiday (Buy/Sell options), Gym Membership, Full Induction & Mentorship, Extensive Wellbeing Support

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 Service Cloud 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™, Veri Stand™).
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 Service Cloud 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