Senior Customer Support Advisor

Final date to receive applications: 16 October 2026

Department: Service & Delivery

Location: Fleet / remote

UK based, Fully remote role. Hours
- Monday to Friday- 12.30pm-9 PM UK.

Salary: £30,000pa.

Checkit uniquely combines smart sensors and workflow software to provide the analytics and insights that complex organizations need to deliver a safer, more efficient and streamlined service to their customers. Our clients are spread across the healthcare, biopharma, assisted living, food service, retail and facilities management sectors.

We are looking for someone with curiosity to learn, strong ownership and a senior 2nd Line support background. You will be composed, positive and reliable, able to learn quickly, bring practical solutions to problems and lead by example. You will help others stay constructive and focused on outcomes when new ways of working are introduced, while owning complex issues end-to-end, coaching others and becoming a subject matter expert in our products and customer environments.

The role provides remote technical support for Checkit customers and partners, responding to escalated enquiries in a professional, courteous, timely and effective manner. You will bring hands‑on IoT and hardware diagnostics experience, including troubleshooting connected devices and hardware, reading logs and reports, using terminal tools and understanding connectivity issues such as network errors and NAT. You will work with customer IT teams to resolve why Checkit devices and telemetry are offline, unreachable or not updating, while supporting ticket triage, sharing knowledge and helping raise standards through coaching and continuous improvement.

This is a great opportunity for someone with some experience in senior 2nd line technical support.

• We're hiring for three things above all else:
  • Growth Mindset & Ownership - humble, composed, positive, high say/do, learns quickly, brings practical solutions to problems, leads by example and helps others stay constructive and focused on outcomes when new ways of working are introduced.
  • Senior Support Experience - senior 2nd Line background with a proven ability to own complex issues end-to-end, coach others, and become a subject matter expert in our products and customer environments.
  • IoT & Hardware Diagnostics - hands‑on troubleshooting of connected devices and hardware, including reading device logs and reports, using terminal tools, understanding common connectivity issues such as network errors and NAT, and working with customer IT teams to resolve why Checkit devices and telemetry are offline, unreachable, or not updating.

• Responding to escalated customer enquiries in a professional, courteous, timely, and effective manner, ensuring customers feel informed and looked after throughout - including during complex or slow-to-resolve issues.
• Delivering remote technical support for all our Connected Automated Monitoring Plus (CAM+) and Connected Automated Monitoring (CAM/CWM) customers and partners.
• Providing coaching and direction to team members across our 1st and 2nd Line support teams in all aspects of system operation, and related controls.
• Maintaining accurate system records, databases, and configurations, including controlled software updates, system downloads, and in-house configuration testing.
• Building and maintaining strong knowledge of our products, connected systems, and customer environments to provide full and effective support to our customers.
• Delivering internal and external training on products, systems, and best practice, helping build capability across support teams and customers.
• Identifying weaknesses in procedures, reporting findings to line manager, and making recommendations…