Technical Support Engineer

At Quantum Design Oxford we design, supply and support market-leading research tools that enable quantum technologies, nanotechnology research, advanced materials, and nanodevice development in the physical sciences.
Technical Support Engineer for Scientific Instrumentation
Are you an experienced technical support professional with a background in engineering or science?
We are looking for a Technical Support Engineer to join our Quantum Design Oxford team at Tubney Woods, providing timely, accurate and practical support to customers and field service colleagues around the world on the full range of our products.
In this role, you will be a key point of contact for the Global Customer Service helpdesk, managing technical enquiries, resolving incidents, supporting repairs and service activities, and helping build the knowledge resources that enable excellent customer support.
What you will be doing as a Technical Support Engineer
* Act as the first point of contact for Global Customer Service helpdesk enquiries.
* Manage, maintain and actively progress helpdesk tickets through to resolution.
* Provide technical support to customers, regional support teams, field service colleagues and internal stakeholders.
* Support repairs activity, field service visits, installations and the prompt shipment of required components.
* Maintain customer contact, product quality and technical knowledge databases.
* Use resolved issues to develop FAQs, technical resources and performance reporting.
What we are looking for
* A relevant engineering or science degree, or extensive relevant work experience.
* Previous experience in a customer management, helpdesk or technical support role.
* Strong technical problem-solving skills and the ability to analyse data and implement improvements.
* Excellent verbal, written, data analysis and presentation skills.
* A customer-focused, professional and empathetic approach.
* The ability to plan your workload, use initiative and work collaboratively across teams.
Why join us?
You will join a collaborative, customer-focused team where your technical expertise will directly support customers, field service colleagues and continuous improvement across our products and services. If you enjoy solving technical problems, improving processes and delivering high-quality customer support, we would like to hear from you.
Benefits for a Technical Support Engineer
In addition to a competitive starting salary, QD Oxford offers flexible working hours and a half-day on Fridays. We also offer 25 days annual leave, private healthcare, a defined contribution Group Personal Pension Plan, and a flexible benefits package that you can tailor to your own requirements. We also invest in our talented employees by supporting them in their ongoing career and development so that they reach their full potential. We care and work hard to provide a workplace where you can grow and learn.
Please note that AI is not used during our recruitment process. Our interview process typically includes an HR screening call, MS Teams interview, followed by an onsite interview