Overview

Customer Success Engineer - Tier 3 - Nottingham

Location: Ruddington, Nottinghamshire. Hybrid working pattern - three days a week at HQ (Tuesday, Wednesday, Thursday).

Role purpose

Are you passionate about delivering exceptional technical support and driving product excellence? We’re looking for a Tier 3 Customer Success Engineer to join our dynamic Support team, where you’ll be the go-to expert for our most strategic and high-value products.

Responsibilities

• Deliver first-class support via phone, email, chat, and Zendesk.
• Own the technical support lifecycle for strategic products.
• Represent Support in the development lifecycle, feeding back key insights.
• Resolve complex technical issues across customer sites and hosting environments.
• Collaborate with Sales, Project Management, and Customer Success to ensure consistency and satisfaction.
• Act as the highest escalation point for technical queries.
• Mentor Tier 1 and Tier 2 engineers to share expertise and build capability.

Skills and experience

• Proven experience in a Support or Service Desk environment, acting as an escalation point.
• Passionate about customer service and technical problem-solving.
• Excellent organisational skills and ability to manage shifting priorities.
• Strong troubleshooting skills and ability to explain complex issues clearly.
• Solid understanding of relational databases and web-based applications.

About Ideagen

Ideagen is the invisible force behind many everyday things, helping keep people safe and enabling better services across industries. We have offices worldwide and are building a future-ready team where AI is part of how we work. If you’re curious, adaptable and open to using AI to improve how you work, you’ll thrive at Ideagen.

What is next?

If your application meets the requirements for this role, our Talent Acquisition team will guide you through the next steps. Please let us know if you require any reasonable adjustments by contacting us at an appropriate channel. All matters will be treated with strict confidence. #INDMP