Customer Support Engineer

This is a fully remote position, open to applicants in United Kingdom.

📋 Description

• Take ownership of the frontline technical support experience for Natterbox's SaaS offerings.

• Ensure exceptional service delivery to our global customers and partners.

• Handle incoming inquiries via Telephone, Live Chat, Email, and the Natterbox Help Centre.

• Provide swift, empathetic, and professional first-line support.

• Investigate and diagnose technical issues remotely across Hosted PBX configurations, IP telephony/SIP routing, Natterbox Mobile, call recording, and local client network environments.

• Accurately document cases and client interactions in Salesforce CRM.

• Coordinate escalations to L2/L3 Support, Engineering, or Telecom Carrier partners.

• Provide organized triage notes and reproducible data.

• Write and improve articles for the external Help Centre and internal Knowledge Base.

• Utilize approved internal AI tools to analyze, structure, and summarize technical logs, identify error patterns, and develop troubleshooting hypotheses.

⛳️ Requirements

• Minimum of 1 year of practical experience in a customer-facing helpdesk, technical service desk, or IT support engineer role.

• Demonstrated ability to manage high-volume interactions while meeting strict response and resolution SLAs.

• Excellent verbal and written communication skills in English.

• Capability to simplify complex technical concepts for non-technical users.

• Strong understanding of general IT and basic networking principles.

• Practical experience with local routers, Wi-Fi configurations, and related environments.

• Analytical and logical mindset for problem-solving.

• Ability to multitask, prioritize effectively, and thrive under pressure within tight deadlines.

• Experience in navigating and managing intricate customer records and diagnostic histories within a CRM environment, preferably Salesforce.

• Openness to engage in ongoing internal training and learn to use new internal AI tools and platform features.

• Background in supporting cloud technologies, telecommunications, or experience within a VoIP Service Provider / Telco environment.

• Hands-on or working knowledge of VoIP systems, including SIP, RTP, and WebRTC protocols.

• Familiarity with standard PSTN and Mobile telephony networks.

• Understanding of networking infrastructure and configurations, including Firewalls, DHCP, NAT, and DNS.

• Permanent Right to Work in the UK.

• A relevant undergraduate degree, equivalent technical certifications, or comparable hands-on industry experience are preferred.

🏝️ Benefits

• Competitive base salary - £26,400-£28,000 - based on experience.

• 25 days of holiday, increasing to 30 days after 2 years (plus bank holidays).

• Access to Perkbox - Hundreds of curated retail discounts, wellness perks, and monthly freebies to enhance your lifestyle.

• Automatic enrollment in the pension scheme.

• Private healthcare coverage after the probation period.