Customer Support Engineer Tier 3

Location - Ruddington Nottinghamshire

Department - Customer

Function - Support

Working pattern - Hybrid three days a week at HQ (Tuesday Wednesday Thursday)

Benefits -Benefits at Ideagen

Are you passionate about delivering exceptional technical support and driving product excellence Were looking for a Tier 3 Customer Success Engineer to join our dynamic Support team where youll be the go-to expert for our most strategic and high-value products.

In this role youll provide advanced functional and technical support across nearly 30 products including flagship offerings cloud solutions acquisitions and integration platforms. Youll work closely with Tier 1 and Tier 2 teams development and other departments to ensure our customers receive outstanding service and our products continue to evolve.

• Deliver first-class support via phone email chat and Zendesk.
• Own the technical support lifecycle for strategic products.
• Represent Support in the development lifecycle feeding back key insights.
• Resolve complex technical issues across customer sites and hosting environments.
• Collaborate with Sales Project Management and Customer Success to ensure consistency and satisfaction.
• Act as the highest escalation point for technical queries.
• Mentor Tier 1 and Tier 2 engineers to share expertise and build capability.

• Proven experience in a Support or Service Desk environment acting as an escalation point.
• Passionate about customer service and technical problem-solving.
• Excellent organisational skills and ability to manage shifting priorities.
• Strong troubleshooting skills and ability to explain complex issues clearly.
• Solid understanding of relational databases and web-based applications.

About Ideagen

Ideagen is the invisible force behind many things we rely on every day - from keeping airplanes soaring in the sky to ensuring the food on our tables is safe to helping doctors and nurses care for the sick. So when you think of Ideagen think of it as the silent teammate thats always working behind the scenes to help those people who make our lives safer and better. Everyday millions of people are kept safe using Ideagen software. We have offices all over the world including America Australia Malaysia and India with people doing lots of different and exciting jobs.

Were building a future-ready team and AI is part of how we work smarter. If youre curious adaptable and open to using AI to improve how you work youll thrive at Ideagen!

What is next

If your application meets the requirements for this role our Talent Acquisition team will be in touch to guide you through the next steps.

To ensure a flexible and inclusive process please let us know if you require any reasonable adjustments by contacting us at. All matters will be treated with strict confidence.

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