Customer Success Engineer

Tier 3 Customer Success Engineer

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? We're looking for a Tier 3 Customer Success Engineer to join our dynamic Support team, where you'll be the go-to expert for our most strategic and high-value products.

In this role, you'll provide advanced functional and technical support across nearly 30 products, including flagship offerings, cloud solutions, acquisitions, and integration platforms. You'll 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.

Responsibilities

• 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.

Skills and Experience

• Proven experience in a Support or Service Desk environment, acting as an escalation point.
• Passionate about customer service and technical problem-solving.
• Excellent organizational 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 that's 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.

We're building a future-ready team, and AI is part of how we work smarter. If you're curious, adaptable and open to using AI to improve how you work, you'll 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 recruitment@ideagen.com. All matters will be treated with strict confidence.