• Conduct in-depth evaluations of Premium Support interactions in English and/or German to ensure strict adherence to premium-tier service standards. • Refine and enhance quality scorecard frameworks based on emerging trends and insights. • Identify service gaps and areas for improvement, ensuring a seamless, proactive and anticipatory support experience for premium guests and hosts. • Ensure that all Premium Support interactions align with Premium Support Principles, exceed expectations of high-net-worth clients, and reflect luxury concierge service standards. • Provide data-driven insights and quality analytics to Premium Support Leadership to help optimize performance.

• 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.