Customer Support Engineer (Tier 1)

About This Opportunity

We are representing a confidential network security organization seeking a Customer Support Engineer (Tier 1) to join their distributed support team in the UK. Our client delivers innovative solutions that help teams securely connect their people and devices across diverse environments.

As a Tier 1 Support Engineer, you'll serve as a technical resource for their growing user community, handling configuration and networking challenges while maintaining excellent customer satisfaction. This role reports to the Tier 1 Support Team Lead and offers the opportunity to work remotely as part of a collaborative, distributed team.

Responsibilities

• Serve as the primary technical resource for less complex issues, resolving configuration and networking challenges to keep users unblocked
• Manage a high-velocity ticket queue with consistent focus on meeting response and resolution time targets
• Drive positive user outcomes and maintain high customer satisfaction scores through clear, helpful technical guidance
• Balance high-volume daily ticket replies while maintaining technical depth for complex networking troubleshooting
• Partner cross-functionally to identify recurring friction points and advocate for user experience improvements

What We're Looking For

• Natural tinkerer's mindset with deep curiosity for how things work, demonstrated through personal projects, homelabs, or open-source contributions
• Foundational understanding of networking fundamentals including DNS, IP addressing, firewalls, and routing
• Proficiency troubleshooting across multiple operating systems: macOS, Windows, Linux, and mobile platforms
• Familiarity with Jira and Slack for workflow management and team communication
• Excellent written communication skills with ability to explain complex technical concepts with empathy and clarity
• Proactive approach to learning new technologies and staying current with evolving infrastructure tools

How We Work With You

Candidates apply directly through Get A Job.ai. Our talent team will conduct an initial screening to understand your background and ensure alignment with the role requirements. Qualified candidates will then be submitted to our client for consideration. Please do not attempt to contact the client directly, as all communication must flow through our recruitment process to ensure proper representation.

Pay

Compensation details will be discussed during the screening process with our recruitment team.

Equal Opportunity

Get A Job.ai is committed to inclusive hiring practices. We encourage applications from candidates of all backgrounds and experience levels. If you meet most of the qualifications and are excited about this opportunity, we want to hear from you.