• Be the technical anchor for your customers • Build deep familiarity with each customer's environment, goals, and constraints • Participate in architecture reviews, planning sessions, and Business Reviews alongside Customer Success Managers • Help customers translate their network management goals into NetBox workflows and adoption paths • Serve as the bridge between what customers need and what the product can do • Own technical issues end-to-end • Diagnose, reproduce, and resolve issues across installation, configuration, integrations, plugins, and upgrades • Manage the full post-sale technical lifecycle: onboarding, version upgrades, and ongoing deployment health • Meet SLAs for response and resolution while keeping customers informed throughout • Escalate proactively when revenue, stability, or customer trust are at risk • Make the team and product better • Surface customer feedback and feature requests to Product with enough context to be actionable • Build runbooks and troubleshooting guides that reduce repeat escalations • Identify patterns in support volume and propose improvements to process or product • Collaborate with TechOps on deep technical escalations and custom customer needs

Role Description Our client is a leading provider of managed WiFi and connectivity solutions for holiday parks across the UK. They specialise in delivering reliable internet and network services, ensuring thousands of customers enjoy seamless connectivity across multiple sites. They are looking for an experienced Technical Support Engineer to join their growing technical support team. This is a hands-on role supporting broadband, networking and ISP-related services, where you'll diagnose and resolve connectivity issues while delivering an exceptional customer experience. This is not an entry-level IT support position. We're looking for someone with genuine ISP, telecommunications or network support experience who can confidently troubleshoot complex connectivity issues, manage supplier escalations and take ownership of incidents through to resolution. Key Responsibilities - Technical Support - Provide first to third-line technical support for broadband, WiFi and network connectivity issues. - Diagnose and resolve ISP, WAN, router, wireless access point and connectivity faults. - Troubleshoot technical issues remotely using structured fault-finding techniques. - Take ownership of incidents from initial report through to successful resolution. - Escalate complex faults to suppliers where appropriate and actively manage them through to completion. - Customer Support - Handle customer calls professionally and confidently, taking control of conversations while providing outstanding service. - Clearly communicate technical issues and solutions to customers with varying levels of technical knowledge. - Manage customer expectations throughout the support process. - Prioritise incidents based on urgency, business impact and service levels. - Supplier & Incident Management - Liaise with broadband providers, telecommunications suppliers and third-party vendors to resolve service issues. - Monitor open incidents and ensure timely updates are provided to customers. - Maintain accurate documentation of all support activities within the ticketing system. - Ensure all escalations are managed efficiently and professionally. - Continuous Improvement - Identify recurring technical issues and recommend service improvements. - Share technical knowledge and best practices with colleagues. - Contribute to improving support processes and documentation. - Maintain a proactive approach to problem-solving and customer satisfaction. Qualifications - Previous experience within an ISP, telecommunications or network support environment. - Experience providing first, second or third-line technical support. - Strong understanding of broadband technologies, WAN connectivity, routers, wireless networks and WiFi troubleshooting. - Experience managing supplier escalations and third-party service providers. - Excellent telephone communication and customer service skills. - Strong analytical and problem-solving abilities. - Ability to work independently in a remote environment. - Excellent written and verbal English communication skills. Equipment Requirements - A reliable laptop or desktop computer suitable for technical support work. - Dual monitors (minimum two-screen setup). - Stable, high-speed internet connection. - Backup power solution to ensure uninterrupted service during outages. - A quiet, professional home office environment. Working Hours - Full-time position. - 4 days on / 4 days off rotating shift pattern. - 12-hour shifts: 08:00–20:00 (UK time). - Includes weekends and UK bank holidays. - Average of approximately 42 hours per week across the full rotation. What We Offer - Opportunity to join a specialist UK connectivity provider supporting holiday parks nationwide. - Work with a highly experienced and supportive technical team. - Exposure to a wide range of networking and ISP technologies. - Long-term career opportunities within a growing business. - Fully remote working environment. - The opportunity to take ownership of challenging technical issues and make a direct impact on customer satisfaction.

• Provide first to third-line technical support for broadband, WiFi and network connectivity issues. • Diagnose and resolve ISP, WAN, router, wireless access point and connectivity faults. • Troubleshoot technical issues remotely using structured fault-finding techniques. • Take ownership of incidents from initial report through to successful resolution. • Escalate complex faults to suppliers where appropriate and actively manage them through to completion. • Handle customer calls professionally and confidently, taking control of conversations while providing outstanding service. • Clearly communicate technical issues and solutions to customers with varying levels of technical knowledge. • Manage customer expectations throughout the support process. • Prioritise incidents based on urgency, business impact and service levels. • Liaise with broadband providers, telecommunications suppliers and third-party vendors to resolve service issues. • Monitor open incidents and ensure timely updates are provided to customers. • Maintain accurate documentation of all support activities within the ticketing system. • Ensure all escalations are managed efficiently and professionally. • Identify recurring technical issues and recommend service improvements. • Share technical knowledge and best practices with colleagues. • Contribute to improving support processes and documentation. • Maintain a proactive approach to problem-solving and customer satisfaction.

• Triage and troubleshoot support issues, when required escalate to project or product engineering teams. • Analyze system behavior using observability tools—logs, metrics, tracing—to diagnose root causes of incidents in distributed systems. • Debug application code (primarily in .NET or NodeJS) and, when required, contribute fixes or code-level solutions. • Take ownership of technical issues by directly investigating and resolving problems at the code level, including identifying root causes and implementing fixes when necessary. • Work closely with our technical stack (AWS, Azure, GCP, Kubernetes, Dapr, Terraform, Temporal, Mongo Atlas, PostgreSQL) and our platform languages (.NET, NodeJS, Java). • Configure enterprise monitoring solutions. • Conduct thorough post-incident reviews to identify root causes and implement preventive measures. • Automate support needs, develop runbooks, improve and maintain support tools. • Participate in infrastructure capacity planning, demand forecasting, software performance analysis and systems tuning. • Understand our product offerings and continuously look for ways to improve the engineering support experience and platform engineering tooling. • Participate in R&D / explorations / automation with AI. • Help define and drive adoption of KPIs such as CSAT, NPS, resolution time, and first contact resolution. • Participate in strategic discussions around customer lifecycle, retention, and satisfaction.