About the role

As a Technical Support Engineer, you will play a crucial role in providing technical expertise and support to our enterprise clients. Your primary responsibility will be to address security and technical inquiries, analyze customer problems, and deliver effective solutions. Additionally, you will collaborate with our product engineering and sales teams to ensure customer satisfaction and drive sales growth.

This position is based in the UK and will involve working closely with our sales teams, in a hybrid work environment.

Responsibilities

• Efficiently address and resolve technical inquiries from enterprise clients, actively participating in customer calls, offering support in on-premise server setup, and showcasing expertise in enterprise network environments and systems.
• Support sales through product demonstrations, showcasing ProtoPie product technical capabilities, and creating designer-friendly guidelines to aid clients in addressing technical issues.
• Conduct thorough investigations into customer technical issues, performing root cause analysis to identify underlying problems and provide appropriate solutions.
• Collaborate with product engineering teams to escalate complex issues, ensuring that they are resolved efficiently and to the satisfaction of the customer.
• Develop ProtoPie Integration apps (bridge apps) for hardware (different modes of wheel, LED, Knob, etc) and software (Unity/Unreal, IoT home assistant API, Voice API, etc.) for Solution Integrations.

Requirements

Must

• 4+ years of professional experience in software-hardware integrated prototyping and familiarity with devices such as Raspberry Pi, Arduino, and embedded devices
• Basic scripting abilities: Bash, Batch, JS
• Strong backend knowledge to work with on-premise servers (Please attach your portfolio link to the resume: Git repository (GitHub), blog, or others)
• Networking
• Excellent verbal and written communication skills in English, with the ability to effectively convey complex technical concepts to both technical and non-technical audiences
• Demonstrated kindness, empathy, and the ability to build strong customer relationships
• Strong willingness and passion to continuously learn and grow in a fast-paced environment

Plus

• Experience with AWS, Kubernetes and Kubernetes ecosystem (e.g., Grafana dashboard)
• Good understanding of REST API development
• Good understanding of design tools such as Figma, Unity, or other UI/UX tools
• Experience with software-hardware integrated prototyping and familiarity with embedded devices
• Protocols: CAN/LIN

How We Work

Team ProtoPie works with 5 Company Values:

1. Autonomy & Responsibility: We respect everyone’s autonomy while taking responsibility for freedom and for judgment between right and wrong for the company.
2. Communication & Trust: We share information, communicate transparently, and build trust with our colleagues and customers.
3. Integrity: We draw a line between personal and professional lives and work with high moral standards. We respect each cultural trait and always consider the global market in work.
4. Team Player: We collaborate with colleagues, help others actively, and respect others’ professionalism and authority.

Benefits and Welfare

Welcome Awards

• For new joiners, we support KRW 1,000,000 (GBP 600) for buying personal peripherals and items for better work efficiency.
• Desk, Chair, Tablet PC, Mobile, Smartwatch, etc.
• We support members in buying books and taking classes they want: language, instrument, anything you want to learn.

Healthcare Benefits

• We understand that our people can bring their best selves to work when they and their families are taken care of.
• Medical check-ups, Gym, Physical activities, Vision care, Medical treatment (pets included)
• We support internet and mobile expenses to enrich our remote working environment.

Congratulations & Condolences

• We support members’ life events both in joy and in sorrow.

Working Arrangement

• 10 AM to 7 PM GMT (or CET) recommended
• Full-time position (during the first 3 months—the probation period, the employee will receive 100% of their salary)
• Office: TBD (Remote working until establishment of UK office)

Hiring Process

Application > 1st Interview > 2nd Interviews > 3rd Interview > Final Offer

• 1st Interviews: Based on your CV and portfolio, you will be invited to a technical round interview via video call.
• 2nd Interviews: If you pass the screening interview, you will be invited to a 2nd interview with internal stakeholders via video call.
• 3rd Interviews: If you pass the 2nd interview, you will be invited to a final interview with the CEO/management via video call.
• All interviews are conducted via video call.
• Interviews may be completed within a day, depending on circumstances.
• The admission may be revoked in case of any false information.

StudioXID is dedicated to cultivating a diverse and inclusive workplace. We highly value diversity in our workforce and do not discriminate in our hiring or promotion practices based on race, religion, color, national origin, gender, gender identity or expression, sexual orientation, age, marital status, veteran status, disability, pregnancy (including breastfeeding), parental status, or any other characteristic protected by law. As a global company, English proficiency is required for all roles to ensure smooth communication and collaboration across our international teams, unless otherwise stated in the job postings.