Advertised on www.antplc.com/careers (April 2007)

Vacancy - CUSTOMER SUPPORT ENGINEER, Cambridge, UK

Description of Role

As part of ANT Software Limited team and as a Support Engineer you will work alongside other members of the Customer Services team and more specifically the Technical Account Managers (TAMs), ensuring an excellent level of pre and post sales customer service is delivered throughout the lifecycle of ANT's consumer electronics embedded software products, ensuring both compliance with specifications and that quality/acceptance criteria are met satisfactorily, and thereby upholding ANT’s position as the leading global provider of software, solutions and services in the IPTV, DVB, hybrid and Consumer Media markets.

Key Areas of Responsibility & Accountability

• Provide 1st line product and technical support to prospective and existing customers including guidance on HTML content creation
• Maintain issue tracking register and ensure issues are followed up and closed
• Arrange for in-depth 2nd line support, where needed, from the Professional Services team of engineers
• Assist with the organisation of regular customer training courses including the ongoing development of training content
• In conjunction with Account Managers, maintain adequate customer service levels based on Customer Support Agreements and expectations to help the customer achieve early product shipment
• Maintain knowledge of the company’s products, technologies and technical capability
• Assist with the maintenance of a customer support knowledgebase and Intranet

Qualifications

• Graduate, ideally with formal engineering qualifications

Essential Requirements

• Substantial experience in Support and exposure to all aspects of commercial software development
• Ideally the successful candidate will be working within a TV technology supply organisation involving test services
• Understanding of C programming in embedded environment
• A proven record of involvement in all activities mentioned in the ROLE/RESPONSIBILITIES section
• A personal career progression that indicates consistent achievement, ideally gained in a mix of both small and large enterprises

Subjective Qualities

• Excellent written and verbal communication skills
• A high level of integrity and intellect, though able to adopt a relaxed and easy going stance with peers and team
• Ability to communicate with customers and engineers with clarity and technical competence
• Willingness to undertake Worldwide travel on behalf of the company
• Organised and priority driven
• Self-motivated, resourceful and can show initiative
• Computer literate with experience of both Windows and Linux platforms
• Team orientated - non hierarchical by inclination
• Flexible and responsive to business needs
• Enjoys and takes responsibility - open and honest when problems occur - decision maker and completer/finisher