Support Engineer

As a Support Engineer at Two Six Technologies, your primary responsibilities include providing first line support services for internal customers, troubleshooting customer issues, and collaborating with the UK-based second line support team. You will also become an expert in our mobile security products, carry out testing of new features, and ensure product manuals are up to date.

To apply for the Support Engineer role at Two Six Technologies, you should have a minimum of two years of experience, a Bachelor's degree in a related field or equivalent experience, strong troubleshooting skills, and excellent verbal and written communication abilities. A good understanding of mobile phones and networks is also essential.

Two Six Technologies is dedicated to the professional development of its Support Engineers. With offerings like tuition assistance and comprehensive training programs, the company actively encourages its team members to expand their skills and pursue their career goals while contributing to important missions in technology.

Support Engineers at Two Six Technologies can expect a collaborative work environment where teamwork and communication are highly valued. You will be working with diverse, multi-functional teams and have the freedom to work independently on flexible schedules while creating solutions for our customers.

Eligibility to obtain a government security clearance may be required for the Support Engineer position at Two Six Technologies, depending on the specific role and customer needs. This ensures that our team can effectively meet the rigorous demands of the projects we undertake.

When answering this question, share specific instances where you utilized your knowledge of mobile technology in resolving customer support issues. Emphasize any relevant projects or responsibilities that showcase your understanding of mobile phones and networks.

In your answer, focus on the steps you took to diagnose and resolve the issue, what tools or methods you used, and how you communicated with the customer during the process. Highlighting your problem-solving skills and customer focus will show your capability as a Support Engineer.

Share your approach to prioritizing tasks, such as assessing the impact on customers, urgency, and the complexity of the issues. You can mention any tools you use for tracking or organizing support requests to illustrate your efficiency in handling multiple inquiries.

Discuss your communication style and provide examples of how you convey customer feedback clearly and accurately to technical teams. You might include methods like documentation or structured meetings to ensure all parties are well-informed.

Explain your methods for staying informed about product updates, whether through company training sessions, continuous education, or peer discussions. Showing that you proactively seek information demonstrates your commitment to providing the best support.

Highlight your conflict resolution skills by describing the steps you would take to listen to the customer's concerns, empathize with their situation, and offer solutions. A positive and understanding approach can turn a negative experience into a positive one.

Discuss how thorough documentation aids both the support team and end-users, ensuring consistent information is available, and making training future team members more effective. Emphasize your commitment to keeping documentation current and user-friendly.

Mention any specific support tools, ticketing systems, or communication software you’ve used, focusing on how they helped you improve customer support processes or efficiency. Providing examples of how you've utilized these tools can illustrate your technical proficiency.

Describe the testing process you followed, how you identified and reported issues, and your role in ensuring the feature met customer expectations. Highlighting your attention to detail and proactive involvement reflects well on your capabilities.

Share qualities such as strong communication skills, patience, technical proficiency, and a genuine desire to help others. Provide examples of how you embody these traits and how they contribute to your success in the role.