Senior Customer Support Engineer

About the role

The Senior Customer Support Engineer reports to the Global Customer Support Manager and is responsible for delivering advanced technical support, guidance, and training to prospects, customers, integrators, and channel partners across the assigned territory. This role involves product selection assistance, complex issue resolution, documentation creation, and product demonstrations while traveling frequently within the region.

Key responsibilities

• Build and maintain trusted relationships with prospects, customers, integrators, and channel partners, acting as a technical advisor.
• Serve as the primary technical point of contact for implementation, adoption, and ongoing usage of OXTS products.
• Troubleshoot and resolve complex technical issues, coordinating with internal teams to ensure timely solutions.
• Own support issue lifecycles from initiation to completion, managing cross‑functional resources.
• Lead complex support projects, planning, tracking, and adapting tasks to meet deadlines.
• Provide expert product knowledge at industry exhibitions and support internal stakeholders.
• Collect and funnel customer feedback to the Product team for feature prioritisation.
• Develop and deliver product demonstrations and training sessions for all stakeholder groups.

Required profile

• Several years of experience in technical support or field engineering, preferably in a senior capacity.
• Strong communication and relationship‑building skills with a customer‑focused mindset.
• Ability to travel frequently within the assigned territory.
• Proven track record of managing complex technical projects and cross‑functional collaboration.

Required skills

What we offer

• Opportunity to work with cutting‑edge OXTS technologies.
• Dynamic environment with global collaboration.
• Competitive compensation and benefits package.