Product Support Engineer

Location: Cambridge, UK

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XJTAG is a world-leading developer of electronics testing products. We started with JTAG boundary scan systems, and have grown to provide a range of in-circuit-test, debugging and programming solutions to our customers all over the world.

We are looking for a knowledgeable, supportive and dedicated engineer to join XJTAG’s rapidly growing engineering team and take on responsibility for ensuring our customers’ success with our products through all stages of their journey. You will become expert in all aspects of XJTAG’s products and how it is implemented by customers. Your skills will help our customers have the best possible experience of XJTAG products and resolve issues quickly. As in any small business, you will get involved in many different aspects of work and you will work with others to make lasting improvements across the business.

Your success will be seen in customer feedback and loyalty, the scaling of our product support processes and you demonstrating our empathetic & supportive, straightforward, innovative and committed values.

Responsibilities

• Be a subject matter expert on use and implementation of our products for our distributors and end customers
• Handle competing priorities on short timescales and deliver exceptional customer service to requests for support
• Continuously improve our product support processes, tools and documentation so that we never receive the same request for support twice
• Work closely with other parts of the business, representing the customer voice into product development, marketing, sales and elsewhere

Requirements

• Experience of product support for other engineers either internally or in other businesses
• Awareness of JTAG, its uses and broader electronics testing
• A thorough understanding of digital electronics, FPGAs and embedded microprocessors
• Experience of problem-solving and an awareness of different root cause analysis methods
• Familiarity with customer support processes and best practice
• Able to assess and manage risks, priorities and resources to support our products effectively
• Experience working with multi-disciplinary teams including technical writers and design engineers
• Permission to work in the UK

Benefits

• A relaxed, friendly and inclusive working environment in our office on the edge of Cambridge
• 25 days paid annual leave (+8 bank holidays)
• Contributory pension scheme
• Life assurance (3x salary)
• Enterprise Management Incentive (EMI) share scheme
• Training and development provided both internally and externally
• Employee assistance programme with a range of wellbeing measures and benefits

Please note that XJTAG will not consider applications from recruitment agencies.