Customer Support Engineer

🔥 1 minute ago

🇬🇧 United Kingdom – Remote

💵 £26.4k - £28k / year

⏰ Full Time

🟢 Junior

📞 Support Engineer

🚫👨‍🎓 No degree required

👻 Ghost score 0%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Natterbox

WebsiteLinkedInAll Job Openings

51 - 200 employees

🤖 Artificial Intelligence

☁️ SaaS

📡 Telecommunications

Artificial Intelligence • SaaS • Telecommunications

Natterbox is a native Salesforce contact center solution that helps businesses create connected, frictionless customer experiences across voice, messaging, and video. The company enhances customer interactions through AI-powered technology, allowing companies to deliver hyper-personalized customer journeys. Natterbox aims to boost efficiency, reduce call abandonment, increase sales pickup rates, and improve productivity, all while maintaining high levels of customer trust and satisfaction. The platform integrates seamlessly with Salesforce and Microsoft Teams, offering flexibility and comprehensive telephony solutions tailored for various industries including financial services, retail, and recruitment.

📋 Description

• Own the front line technical support experience for Natterbox's SaaS products • Deliver service excellence to global customers and partners • Manage inbound queries across Telephone, Live Chat, Email, and the Natterbox Help Centre • Provide prompt, empathetic, and professional first-line support • Investigate and diagnose technical faults remotely across Hosted PBX configurations, IP telephony/SIP routing, Natterbox Mobile, call recording, and local client network environments • Document cases and client interactions accurately in Salesforce CRM • Coordinate escalations to L2/L3 Support, Engineering, or Telecom Carrier partners • Provide structured triage notes and reproducible data • Author and refine articles for the external Help Centre and internal Knowledge Base • Use approved internal AI tools to parse, structure, and summarise technical logs, identify error patterns, and form troubleshooting hypotheses

🎯 Requirements

• At least 1 year of hands-on experience in a customer-facing helpdesk, technical service desk, or IT support engineer role • Proven track record of handling high-volume interactions while adhering to tight response and resolution SLAs • Exceptional verbal and written English communication skills • Ability to convey complex technical concepts simply to non-technical users • Solid understanding of general IT and basic networking concepts • Practical knowledge of local routers, Wi-Fi setups, and related environments • Analytical and logical approach to problem-solving • Ability to multitask, prioritise effectively, and work under pressure within tight timescales • Practical experience navigating and managing complex customer records and diagnostic histories within a CRM environment, ideally Salesforce • Willingness to participate in ongoing internal training and learn and use new internal AI tools and platform features • Experience supporting cloud technologies, telecommunications, or working within a VoIP Service Provider / Telco environment • Hands-on or working knowledge of VoIP systems, including SIP, RTP, and WebRTC protocols • Familiarity with standard PSTN and Mobile telephony networks • Understanding of networking infrastructure and configurations, including Firewalls, DHCP, NAT, and DNS • Permanent Right to Work in the UK • A relevant undergraduate degree, equivalent technical certifications, or equivalent hands-on industry experience are desirable

🏖️ Benefits

• Competitive base salary - £26,400-£28,000 - depending on experience • 25 days holiday increasing to 30 days after 2 years (plus bank holidays) • Access to Perkbox - Hundreds of handpicked retail discounts, wellness perks, and monthly freebies to support your lifestyle • Auto enrol pension • Private Health care - after probation