Senior Support Engineer

Bracknell (hybrid) | [Salary range] + bonus | Full time, permanent

Who are we?

Techex is a UK-based global leader in IP and cloud broadcast solutions and software. Premier broadcast and media customers trust us with their most valuable live workflows, and we transport and transform the highest-value live video over IP and in the cloud.

We build our own software and partner with world-class technology companies who share our mission: to pioneer how IP and cloud are used, working closely with our clients.

We're growing our team of experts, expanding geographically and building on strong customer relationships. It's an exciting time to join, with scope for real impact across the organisation.

What are we looking for?

As a Senior Support Engineer, you'll support Techex solutions at some of the world's largest broadcasters and streaming platforms. We're proud to count Sky, WBD, BBC, BT, NBC, Amazon and DAZN among our closest customers.

You'll sit at the heart of our Technical Team. Your number one objective is to make sure customers are delighted throughout their experience with us. We're looking for an experienced engineer who keeps current with technology and gets a buzz from helping our Tier 1 customers. You'll make sure their questions and problems are documented, resolved and handled beyond their expectations, and that service is maintained or quickly restored. You'll be comfortable solving problems independently and working with the wider team to get the right information into the right hands.

This role is also an opportunity for someone who sees their future in leadership. As our support function grows, we're looking for engineers with the ambition and potential to step into team leadership, and we'll actively invest in developing that. If you enjoy mentoring others, shaping how a team works and taking ownership beyond your own queue, we'd especially like to hear from you.

The role

• Own triage and first response for incoming support activity across phone, Slack, Teams and Helpdesk, supporting both internal teams and customers.
• Run live, transparent investigations with customers to diagnose and resolve issues.
• Plan and manage system updates and maintenance to minimise impact and risk to clients, including routine maintenance and regular system checks.
• Use and maintain the Helpdesk and other support tools to track and manage incidents, escalate unresolved issues and meet SLAs.
• Create and maintain customer documentation.
• Lead support kick-offs and introductions for new customers to make onboarding smooth.
• Help deliver regular service reviews with key customers, building close relationships with engineers at our customers and partners.
• Lead support engagement with customers, and provide outstanding support for our own software, our technology partners' products and our next-generation partner platforms.
• Lead and take part in regular training sessions for team members and customers, keeping everyone up to date with the latest technologies and support processes.
• Work with our engineering and development teams and technology partners to develop and test cutting-edge products and features for new broadcast platforms.
• Manage projects, tasks and resources as part of complex customer deliveries.
• Drive continuous improvement by suggesting ways to make the support process better.
• Keep up to date with new developments in the broadcast and IT industries.
• Take part in an out-of-hours on-call rota [frequency, e.g. one week in X] as part of our premium 24/7 service for top-tier customers, with an on-call allowance.