Aquila Learning
Product Support Engineer
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Company Description
Aquila Learning specialises in delivering innovative training technologies tailored for highly regulated industries such as Defence and Aerospace. Our flagship product, ALaRMS™ (Aquila Learning and Resource Management System), is a comprehensive Training Management System designed to meet the complex training needs of organizations dealing with high-risk or regulated environments. ALaRMS is fully integrated, combining training analysis, design, delivery, and assurance with the flexibility to adapt to specific client requirements. Supported by expert services, our solutions empower organisations to optimise their training processes effectively.
Role Description
We are seeking a full-time, Product Support Engineer to join our team. In this role, you will provide exceptional support to clients by addressing inquiries and resolving issues related to our training technologies. Responsibilities include troubleshooting technical challenges, analysing customer needs, ensuring satisfaction, and collaborating with internal teams to improve product offerings. You will also maintain detailed documentation of support interactions and assist with product enhancements by providing user feedback.
Product Expertise
- Develop and maintain a strong working knowledge of the application, including configuration options and customer use cases.
- Stay up to date with product updates and new feature releases.
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Customer Enquiry Management
- Monitor the ticketing system to ensure customer support requests are acknowledged and actioned within agreed timelines.
- Conduct initial investigation and triage of customer issues, escalating to the appropriate support line when necessary.
- Provide timely, accurate, and professional responses to customer enquiries.
Customer Support Delivery
- Resolve low-level technical queries and apply fixes that do not require engineering input.
- Provide first-line support by handling questions and requests through designated support tools.
- Maintain a customer-first approach, ensuring a positive support experience.
Internal Support
- Assist colleagues across the business with product-related queries and provide guidance on system use.
- Act as a point of contact for staff requiring clarification on product features or configurations.
Support Assets & Documentation
- Create, update, and maintain support materials including help guides, FAQs, release packs, knowledge base articles, training materials and tutorial videos.
- Ensure support assets are aligned with the latest product functionality and customer needs.
Continuous Improvement
- Identify recurring issues and recommend improvements to support processes and tools.
- Share insights with the Product Support Manager to enhance the customer support experience.
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Contribution to Product Activities
- Assist with product release activities, including acceptance testing and quality checks.
- Provide support to the Product Support Manager, Head of Product Management, and CTO with ad hoc product support and development initiatives.
Qualifications
- Strong written and verbal communication skills, with the ability to engage effectively with customers and internal teams.
- Proven problem-solving and analytical skills, including the ability to troubleshoot and resolve technical issues.
- Customer-focused mindset with a proactive approach to delivering a positive user experience and high customer satisfaction.
- Ability to learn, retain, and apply detailed product knowledge in a support or technical environment.
- Experience working with support and engineering ticketing platforms.
- Strong attention to detail, with the ability to follow defined processes and workflows.
- Comfortable collaborating cross-functionally while also working independently in a remote environment.
- Effective time management and organizational skills to prioritize workload and meet deadlines.
- Familiarity with training management systems or experience working in highly regulated industries is a plus.
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