Job Description

Senior Customer Support Engineer

Department: Commercial

Employment Type: Full Time

Location: Detroit, USA

Reporting To: Global Customer Support Manager

Key Responsibilities

• Build and maintain strong relationships with prospects, customers, integrators, and channel partners within territory, serving as a trusted advisor and technical consultant to drive long-term success and loyalty.
• Serve as the primary technical point of contact for prospects, customers, integrators, and channel partners in the designated territory, to ensure the successful implementation, adoption, and ongoing usage of a OXTS products.
• Collaborate closely with key accounts to understand their technical requirements and objectives, and provide tailored solutions and recommendations to problem solve and advance customer projects.
• Troubleshoot complex technical issues reported by customers, escalate as needed, and coordinate with internal teams to ensure timely resolution and minimize impact on customer satisfaction.
• Take full ownership of the resolution of support issues, working cross functionally with other departments to see them through from initiation to completion.
• Manage internal and external resources and work collaboratively with other departments to successfully achieve delivery of products.
• Manage complex support projects and investigations; plan, track and manage tasks, working to deadlines and adapt plans as necessary to meet project deliverables.
• Be an internal specialist and provide expert support and advice to internal stakeholders on products, performance, their application and support at industry exhibitions.
• Conduct technical support evaluations and provide support to other members of the team with complex cases.
• Act as a liaison between customers and internal teams, to advocate for customer needs and drive resolutions to complex technical issues.
• Follow systems and processes to funnel customer feedback, issues and requests for new features, to the Product team for prioritisation, development and resolution.
• Develop and conduct product demonstrations and training sessions to educate prospects, customers, integrators, and channel partners on product features, best practices, and optimization opportunities.
• Contribute to the creation of FAQs, technical articles, support guides, and application notes for customers, and publish on the OXTS support website.
• Support with both the internal and external roll-out of new and updated products, explaining new features and how they will help customers.
• Support the process of sending out new software and firmware releases to customers.
• Provide critical analysis for component integration within customer products.
• Representing OXTS through industry events and customer visits.
• Provide technical support for customers outside of designated territory as required.
• Support the Engineering Support team where required.
• Other duties as required.

Skills, Knowledge and Expertise

• Bachelor’s degree in engineering
• Expert-level technical troubleshooting and diagnostic skills – Especially for complex hardware/software interactions and customer integrations.
• Project management skills – Capable of planning, managing, and delivering complex support projects with internal and external stakeholders.
• Industry knowledge – Strong understanding of customer industries (e.g., automotive, aerospace, surveying, robotics) and their technical needs.
• Customer support processes – Skilled in using systems like ticketing, escalation workflows, and feedback loops to handle and track support issues.
• Substantial experience in a technical support engineering role

Benefits

• Holiday entitlement of 15 days plus bank holidays, the holiday year runs from 1st July - 31st June
• 401(k)
• Health Insurance
• Discretionary profit share bonus