Customer Support Engineer - Tier 3

Overview

Provide Tier 3 technical support for strategic products and mentor junior engineers.

Key Responsibilities

• issue resolution
• escalation lead
• customer support
• support ownership
• mentor engineers
• lifecycle feedback

Tasks

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

Requirements

• troubleshooting
• service desk
• organisational
• relational db
• web apps

What You Bring

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

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About Ideagen

-Headquartered in Nottingham, with offices across the UK, US, Australia, India, Malaysia, UAE and Europe. -Crafts information‑management and GRC solutions—like Q‑Pulse, Coruson and Pentana—that streamline compliance and risk workflows. -Notable projects include deploying audit & risk platforms across major airlines, pharmaceutical firms and defence contractors. -Specialises in highly regulated sectors—aviation, financial services, life sciences, healthcare, manufacturing and defence. -Owned by HgCapital since mid‑2022, combining PE backing with a track record of annual revenue and profit growth.

Sector Specialisms