Technical Support Engineer (Customer Support)
Technical Support Engineer - Job Description
About Us
Magnus Monitors is a leading-edge IoT start-up company and we're passionate about revolutionising the telemetry industry by leveraging our IoT enabled solutions powered by an AI based data analytics platform. Our Award-winning solutions are revolutionising the Smart Tank Telemetry industry with our advanced radar-based monitors.
Recognised as the leading innovator in our field, we’ve grown rapidly over the past three years, working with industry leaders to perfect our service offerings. We’re now expanding rapidly across the UK, Europe and beyond , we are looking for a tech-savvy professional to share our vision, to help us spearhead our growth into greenfield markets. If you’re passionate about taking cutting-edge solutions to market and building something from the ground up, we want you on our team!
Role Overview
Working with our Technical Support team leader and the senior management team, you’ll be responsible for enhancing our existing customer support operations for our MAGNUS Smart Tank Telemetry solutions across the Irish, UK and EU markets, and will play a crucial role in enhancing our support customer support capabilities as we grow the existing technical/application support team by utilising new tools including AI tools to enhance and automate our tech support functions, helping to foster strong client relationships, and contribute to supporting our growing customer base in the UK, EU and beyond.
Duties and Responsibilities
Primary responsibility will be to provide both the Post Sales & Pre Sales Applications Support operations on behalf of MAGNUS Monitors. Reporting to the Head of Operations responsible for the Technical Support function , the role of support Specialist will include the following Objectives, Duties and Responsibilities :
Objectives of this Technical Support role;
• Ensure operational excellence
• Meet targets for customer response times and customer satisfaction expectations
• Continually improve knowledge of industry
• Help create and maintain our knowledge database
• Explain technical concepts to stakeholders
• Develop ideas to improve on existing product offerings
Duties and Responsibilities;
Technical Support (Post Sales Focus)
• Taking ownership of customer issues reported and seeing problems through to resolution, by executing and implementing Technical Support process and procedures and acting as the primary technical support liaison between the company and our customers , working to resolve customers' problems via various means , phone, email, WhatsApp, video call .
• Researching, diagnosing, troubleshooting and identifying solutions to resolve system issues.
• Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams, as a team member you are responsible for Technical Support operations, while contributing to the company’s other technical support and engineering employees to evaluate and prioritize customer support cases and work to encourage timely resolution of any such issues that may arise.
• Evaluate the ongoing MAGNUS platform service performance by analysing and interpreting data and metrics on daily / weekly basis
• Manage and/or execute the necessary programming , administrative and configuration tasks to maintain the optimum performance of the Magnus Monitors Cloud Service Platform
• Assist the technical support team in managing the Technical Service relationships with Reseller Partners, Customers and vendors
Technical Support (Pre Sales Focus)
• Assist in planning and executing any Reseller / Customer product trial activities
• Assist with the onboarding training of New Reseller Partners & Customers with a key emphasis the planning and execution of partner training programs (solutions’ technical training ) to maximise their effectiveness in supporting our solutions.
• Assist as necessary in the process of implementing new Reseller Partner Agreements
• Provide input into New Product Planning Process as required
• Assist with Product QA and Testing , especially New Product launches as required
General Duties & Responsibilities
• Communicate and engage positively with all internal groups, including technical support, sales, engineering, and the executive management team as your work duties determine
• Track and manage your work record via portal and trouble ticketing system
• Submit any business expenses in an accurate and timely manner
• Write and submit technical reports to the management as requested
• You will be responsible for maintaining good relations on behalf of the Company with all external Clients and Suppliers of the company.
Skills and Qualifications
• Proven work experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician or similar role
• Good understanding of computer systems, mobile devices and other tech products
• Ability to diagnose and troubleshoot complex technical issues
• Strong lateral-thinking skills
• Ability to work independently
• Familiarity with remote desktop applications and help desk software (e.g. Zendesk)
• Ability to provide step-by-step technical help, both written and verbal
• BS /MSc degree in Information Technology, Computer Science or relevant field
• Mandatory the successful candidate must already have an established right to work and reside within the EU/EEA ,
Why Join Us?
• Be part of our business scaling journey, with the opportunity to shape the future of our customer /technical support organisation.
• A dynamic and energetic startup culture that fosters creativity, collaboration, and innovation.
• Significant growth opportunities, with a clear path for advancement as we expand our team in the years ahead.
• The chance to work with a game-changing product, already recognised with multiple industry awards.
• During the mandatory probationary period this job role shall be require the successful applicant to report for work at Magnus Monitors Galway office , however following successful completion of the probation period the company will consider a a Hybrid working model.
Compensation
• Competitive market salary rate - reflecting the experience of the successful candidate
• Salary guide range ; €30,000 to €38,000 , the starting salary will reflect the previous experience of the successful candidate
How to Apply
If you are a highly motivated technical support professional with a strong work ethic and a desire to contribute to a dynamic team at a fast growing IoT based tech company based in Galway Ireland , we would love to hear from you. Please submit your CV and a cover letter highlighting your relevant experience and outline the reason for your interest in this position.
Magnus Monitors, Unit 39, Briarhill Business Park, Ballybrit, Galway, Ireland. H91 Y2YF.