Description
We are seeking a Support Engineer (Audio Technology) to join Linea Research, a company within the Focusrite Group, based in Letchworth Garden City.
As a Support Engineer, you will provide professional technical support to customers via email, telephone, or in person, ensuring excellent customer service. You will be the point of contact for internal technical product support between sister brands within the Focusrite group.
Key responsibilities:
- Provide solutions to customer issues and feedback to internal teams to drive improvements
- Prepare and deliver technical presentations to customers on Linea Research's hardware and software
- Manage ticket flow, prioritize customer requirements, and provide monthly trends to your Line Manager
- Collaborate with Sales and R&D teams to tailor technical support to customer demands
- Identify areas for improvement and communicate these to your Line Manager
- Assist with technical documentation and represent the company at trade shows and events
- Travel may be required for on-site support, trade shows, and events
Requirements:
- Comprehensive understanding of audio engineering and acoustics
- Proficiency in computer networking
- Experience in the audio technology field, including modern DSP and amplifier platforms, is preferred
- Competent operation of measurement systems such as SMAART and Open Sound Meter is preferred
- Sound system operation experience and previous proactive customer service experience are preferred
- Ability to relay technical information to non-technical customers
- Excellent technical and problem-solving skills
- Dedicated outlook and assertive mindset
- Time management skills and team-player attitude
- Full UK Driving Licence and own transport
Benefits:
- 25 days holidays
- Group Bonus scheme
- Pension
- Group Income Protection, Group Life Insurance, Health Cash Plan, Private Medical Insurance, Bike to Work Scheme, and company discount on products (after 6 months probation)