Customer Success Engineer - Tier 3

Overview

Provide Tier 3 technical support for strategic products, resolve complex issues, mentor staff.

Key Responsibilities

• support lifecycle
• issue resolution
• zendesk support
• escalation
• mentor engineers
• collaboration

Tasks

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

Requirements

• organisational
• service desk
• relational db
• troubleshooting
• escalation

What You Bring

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

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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