Customer Support Engineer

Senhive is a technology leader specialising in advanced counter-drone systems and autonomous sensor networks designed for high-security and mission-critical environments. Leveraging cutting-edge detection, tracking, and mitigation technologies, Senhive provides robust, real-time solutions in support of air traffic management systems and protects airspace from unauthorized or hostile drone activity. Serving defence, aerospace, security and critical infrastructure sectors, Senhive enhances situational awareness and operational security through intelligent, scalable, and resilient systems.

Job description

As Customer Support Engineer, you will be one of the first points of contact for our customers and partners when they have technical questions or encounter problems with our products.

This is first and foremost a customer-facing role. Your job is to understand what is happening, gather the right information and help customers move forward. You do not need to be an expert in every technology behind our products from day one. What matters most is that you communicate clearly, work in a structured way and are curious enough to understand the problem a customer is describing.

For more complex issues, you will work closely with our application engineers and engineering teams. A key part of your role is making sure they receive a clear description of the issue together with the relevant logs, system information, photos or other diagnostic information needed to continue the investigation.

As you gain experience with our products and technologies, you will have the opportunity to take on more advanced troubleshooting and grow towards a deeper application support role.

The role is a good fit for someone who enjoys technology, but gets at least as much satisfaction from helping a customer move forward as from solving the technical puzzle behind it.

What you’ll do

Customer Support

• Act as a first point of contact for B2B customers and partners with technical questions or problems.
• Handle incoming support requests and make sure customers receive a clear, timely and professional response.
• Ask the right questions to understand and clearly describe the issue being reported.
• Determine whether a question can be answered directly using existing documentation, procedures or known solutions.
• Guide customers and partners through straightforward troubleshooting steps.
• Keep customers informed about the status and next steps of their support request.
• Make sure support requests contain the information required before they are escalated to a technical specialist.

Issue Validation & Information Gathering

• Perform an initial validation of reported issues before they are passed on for further technical investigation.
• Help customers collect the correct diagnostic information, such as log files, screenshots, photos, configuration information or system details.
• Explain clearly how information should be collected and which files or details are relevant.
• Check that the information provided is complete and consistent with the reported issue.
• Identify common problems that are already documented and guide the customer towards the appropriate solution.
• Escalate unclear or more complex issues to our application engineers with a clear problem description and all relevant information attached.
• Keep track of (the status of) all support requests in a structured way, i.e. in a support ticketing system that also enables easy reporting on our overall customer support processes.

Product Knowledge & Technical Growth

• Develop a strong working knowledge of our products and how they are used in the field.
• Learn to recognise common installation, configuration and usage issues.
• Build up your understanding of the technologies behind our products, including RF, networking, hardware and software.
• Gradually take on more advanced troubleshooting as your experience grows.
• Work closely with application engineers to understand how more complex issues are analysed.
• Contribute to FAQs, support procedures and troubleshooting documentation.
• Turn recurring questions into clear instructions that can be reused by customers, partners and colleagues.

Customer & Partner Enablement

• Help customers and partners understand how to correctly use and configure our products.
• Guide users towards the appropriate documentation, tools and procedures.
• Assist with customer and partner onboarding and training where appropriate.
• Occasionally assist colleagues with demonstrations or on-site customer activities.

Your profile

We are looking for someone who is approachable, structured, curious and good at communicating.

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