Senior Customer Support Engineer

Senior Customer Support Engineer

Department: Commercial

Employment Type: Full Time

Location: Detroit, USA

Reporting To: Global Customer Support Manager

Description

Reporting to the Global Customer Support Manager, the Senior Customer Support Engineer is responsible for delivering complex technical support, guidance and training to prospects, customers, integrators, and channel partners in their designated territory. This includes supporting with product selection, resolving complex customer issues, creating support documentation, demonstrating OXTS products, collaborating with customers on product integration, and identifying opportunities for product and service enhancements. Customer Support Engineers play a pivotal role in building and nurturing strong customer relationships, advocating for customer needs, and ensuring customers derive maximum value from OXTS products. 

The position requires expert understanding of OXTS products and their applications, as well as frequent travel within the region.

Key Responsibilities

• Build and maintain strong relationships with prospects, customers, integrators, and channel partners within territory, serving as a trusted advisor and technical consultant to drive long-term success and loyalty.

• Serve as the primary technical point of contact for prospects, customers, integrators, and channel partners in the designated territory, to ensure the successful implementation, adoption, and ongoing usage of a OXTS products.

• Collaborate closely with key accounts to understand their technical requirements and objectives, and provide tailored solutions and recommendations to problem solve and advance customer projects.

• Troubleshoot complex technical issues reported by customers, escalate as needed, and coordinate with internal teams to ensure timely resolution and minimize impact on customer satisfaction.

• Take full ownership of the resolution of support issues, working cross functionally with other departments to see them through from initiation to completion.

• Manage internal and external resources and work collaboratively with other departments to successfully achieve delivery of products.

• Manage complex support projects and investigations; plan, track and manage tasks, working to deadlines and adapt plans as necessary to meet project deliverables. 

• Be an internal specialist and provide expert support and advice to internal stakeholders on products, performance, their application and support at industry exhibitions.

• Conduct technical support evaluations and provide support to other members of the team with complex cases.

• Act as a liaison between customers and internal teams, to advocate for customer needs and drive resolutions to complex technical issues.

• Follow systems and processes to funnel customer feedback, issues and requests for new features, to the Product team for prioritisation, development and resolution.

• Develop and conduct product demonstrations and training sessions to educate prospects, customers, integrators, and channel partners on product features, best practices, and optimization opportunities.

• Contribute to the creation of FAQs, technical articles, support guides, and application notes for customers, and publish on the OXTS support website.

• Support with both the internal and external roll-out of new and updated products, explaining new features and how they will help customers.

• Support the process of sending out new software and firmware releases to customers.

• Provide critical analysis for component integration within customer products.

• Representing OXTS through industry events and customer visits.

• Provide technical support for customers outside of designated territory as required. 

• Support the Engineering Support team where required.

• Other duties as required. 

Skills, Knowledge and Expertise

• Bachelor’s degree in engineering 

• Expert-level technical troubleshooting and diagnostic skills – Especially for complex hardware/software interactions and customer integrations.

• Project management skills – Capable of planning, managing, and delivering complex support projects with internal and external stakeholders.

• Industry knowledge – Strong understanding of customer industries (e.g., automotive, aerospace, surveying, robotics) and their technical needs.

• Customer support processes – Skilled in using systems like ticketing, escalation workflows, and feedback loops to handle and track support issues.

• Substantial experience in a technical support engineering role

Benefits

• Holiday entitlement of 15 days plus bank holidays, the holiday year runs from 1st July - 31st June 

• 401(k)

• Health Insurance

• Discretionary profit share bonus