Customer Support Engineer

To own the front line technical support experience and deliver service excellence to our global customers and partners across Natterbox's SaaS products. As the primary technical interface into Natterbox Support, this role drives rapid first-contact resolution and high-quality troubleshooting across our Voice and AI-powered contact centre environment 

This is an active, customer-first role: the Support Engineer takes end-to-end ownership of customer and partner inquiries, elevates trust across our global ecosystem, and empowers users through proactive education to safeguard platform reliability and deliver an exceptional customer experience at scale 

Core Accountabilities:

• Omnichannel Triage & Incident Resolution: Manages all inbound customer and partner queries across Telephone, Live Chat, Email, and the Natterbox Help Centre, providing a prompt, empathetic, and professional first touchpoint.
• Technical Diagnosis: Investigates and diagnoses technical faults remotely across Hosted PBX configurations, IP telephony/SIP routing, Natterbox Mobile, call recording, and local client network environments.
• Case Administration & Escalation Management: Ensures all cases and client interactions are fully and accurately documented within our CRM (Salesforce) to maintain high-quality case histories. Coordinates seamless handovers for complex issues requiring escalation to L2/L3 Support, Engineering, or Telecom Carrier partners, providing structured triage notes and reproducible data.
• Self-Service Enablement & Knowledge Contribution: Authors and refines high-quality articles for the external Help Centre and internal Knowledge Base based on resolved customer issues, empowering self-service and reducing repeat query volume.
• AI Diagnostics & Troubleshooting Acceleration: Actively utilises approved internal AI tools to parse, structure, and summarise dense technical log outputs to identify error patterns and form troubleshooting hypotheses quickly.

Requirements

Essential Criteria:

• Experience: 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.
• Communication: Exceptional verbal and written English communication skills, with the ability to convey complex technical concepts simply to non-technical users.
• Core IT & Basic Networking: Solid understanding of general IT and basic networking concepts, with practical knowledge of local routers, Wi-Fi setups, and related environments.
• Troubleshooting Mindset: Analytical and logical approach to problem-solving, with a genuine passion for investigative troubleshooting and finding root causes.
• Multitasking & Prioritisation: Demonstrated ability to multitask, prioritise effectively, and work under pressure within tight timescales.
• CRM Proficiency: Practical experience navigating and managing complex customer records and diagnostic histories within a CRM environment (ideally Salesforce).
• AI Adoption & Continuous Learning: Active willingness to participate in ongoing internal training, with a commitment to learning and using new internal AI tools and platform features to solve issues more effectively  .

Desirable Criteria:

• Telecom & Cloud Experience: Experience supporting cloud technologies, telecommunications, or working within a VoIP Service Provider / Telco environment.
• VoIP Protocols: Hands-on or working knowledge of VoIP systems, including SIP, RTP, and WebRTC protocols.
• Telephony Networks: Familiarity with standard PSTN and Mobile telephony networks.
• Advanced Networking: Understanding of networking infrastructure and configurations, including Firewalls, DHCP, NAT, and DNS.
• Education & Certifications: A relevant undergraduate degree, equivalent technical certifications, or equivalent hands-on industry experience

Hours of work and Location

This is a full time role - 37.5 hrs per week on the following shift rotation pattern. Monday to Friday.

06:00 - 14:30

08:00 - 16:30

09:00 - 17:30

10:00 - 18:30

This role is fully remote, UK Only

Our Recruitment Process

Thank you for your interest in joining the Natterbox team. We believe in transparency, structured feedback, and human-centred communication. Below is a clear outline of what you can expect during your candidate journey with us.

Our Communication Commitment

We respect the time and effort it takes to submit an application. All applicants will receive a response from us.

Please note: Due to the high volume of applications we receive, we are unfortunately unable to provide individual, personalised feedback at the initial CV review stage.

Stage 1: Initial CV Review

Our People Team carefully reviews every CV against the core competencies and technical requirements of the role.

Stage 2: People Team Interview (30 Minutes)

If your application matches our criteria, you will be invited to a 30-minute introductory call with a member of our People Team.

• What to expect: This is a two-way conversation to review your CV, discuss your background, and talk through how your skills and experience align with the role.

Stage 3: Department Head Interview

Candidates progressing to the next round will have a focused call with the Department Head.

• What to expect: A deeper discussion into the practical, day-to-day elements of the role, your technical diagnostics approach, and how you tackle customer support challenges.

Stage 4: Team Leader Panel Interview

You will then meet our team leaders for a structured panel interview.

• What to expect: This stage will focus on scenario-based questions

Stage 5: Final Executive Review

The final stage is a call with a member of our Executive Team.

• What to expect: A high-level conversation focused on long-term career growth, alignment with Natterbox values, and our overall company vision.

🤖 Important Note on the Use of Artificial Intelligence (AI)

We encourage our candidates to embrace modern tools and work smart.

• What is acceptable: It is completely fine to use generative AI (such as ChatGPT, Gemini, or spelling/grammar assistants) to help refine, format, or polish your CV structure and application answers.
• What is not acceptable: We strictly ask that you do not use AI to generate or write answers on your behalf.

We value authenticity, genuine communication, and real problem-solving. Our multi-stage interview process is designed to deeply assess your individual skills and unique technical approach. Relying on AI to answer on your behalf during the application stages creates a disconnect during live conversations, and ultimately prevents us from getting to know the real you. Please ensure all submitted answers reflect your own words and honest experience.

Benefits

We offer a range of benefits to all our employees.

• 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

Please note: Candidates are required to have the permanent Right to Work in the UK. We are unable to accept applications from candidates who do not possess this, and we cannot offer visa sponsorship for this role.