Product Support Engineer

We're looking for an experienced Product Support Engineer to join our growing team. You will assist customers by resolving product support issues encountered throughout their RealVNC Connect journey. You will own the customer's issue from beginning to end and, working with Engineering, Product and Revenue teams as necessary, help them get up and running quickly. The ideal candidate will have a deep understanding of remote access technologies and be able to provide expert-level support for our remote access solutions. This role requires participation in an on-call rota (weekdays only) to provide out-of-hours support when urgent needs arise., * Providing 2nd line support for RealVNC products via phone, email, and chat

• Troubleshooting connectivity and software installation issues
• Collaborating with development teams to identify and resolve software issues
• Contributing to the development of product support processes
• Escalating complex issues to senior team members when necessary
• Maintaining accurate records of all customer interactions in the ticketing system
• Assisting in creating and updating support documentation and knowledgebase articles
• Analyzing customer feedback to suggest product improvements
• Participating in ongoing training to improve product knowledge and support skills, RealVNC has a responsibility to ensure that all staff are eligible to live and work in the UK and if you're invited to interview you'll be required to provide proof of your eligibility to work. RealVNC is an equal opportunities employer, committed to staff welfare and professional development. Staffing and Recruitment Agencies To all Staffing and Recruiting Agencies : Our website is only intended for individuals and preferred suppliers of RealVNC. Staffing and recruiting agencies and individuals being represented by an agency that is not a preferred supplier are not authorized to use this site or to submit profiles, applications or CVs, or to forward CVs directly to employees or any other company location, and any such submissions will be considered unsolicited. RealVNC does not accept unsolicited CVs or applications from agencies other than preferred suppliers. RealVNC is not responsible for any fees related to unsolicited CVs or applications and explicitly reserve its right to contact candidates presented in such unsolicited CV or application.

• Have solid demonstrable experience in technical product support, preferably with remote access technologies

• Have strong problem-solving and analytical skills and a keen attention to detail

• Are able to explain technical concepts in simple terms

• Are willing to learn and adapt to new technologies

• Have a good working knowledge of major operating systems / platforms (Windows, macOS, Linux), including use of the command-line

• Have a good understanding of networking protocols

• Can apply key security concepts for remotely accessing devices in a wide range of environments from consumer to enterprise

• Demonstrate excellent communication skills, both written and verbal

• Have experience creating and updating knowledgebase articles

• Have experience with ticketing systems (such as Zendesk) and support tools Nice to have

• Experience supporting applications on Raspberry Pi, Android and iOS

• Bachelor's degree in Computer Science, Information Technology, or related field

• Familiarity with remote access software and / or VNC technology

• Experience working with RESTful APIs

• Experience with scripting languages including PowerShell, Bash and Python

This role offers the opportunity to join a successful, growing company with a recognized global brand and strong potential. Benefits include a contributory pension, EV car leasing scheme, private dental and medical cover. The role is in a hybrid environment with optional remote work and office collaboration in Cambridge and / or London.

RealVNC® is the remote access platform for engineers looking for the most reliable and secure solution built by the creators of VNC® technology. Our lead product, VNC Connect, enables users to connect securely to a remote device anywhere in the world, see its screen in real-time, and take control as though sitting in front of it. The product supports a wide range of use cases, from remote support to deploying software on devices such as medical ventilators, set-top boxes, heavy industrial machinery, and more. We are backed by Livingbridge and are investing in our people to support ambitious growth.