{"id":1153382,"url":"https://alion.io/job/natterbox-ltd-customer-support-engineer","title":"Customer Support Engineer","company":{"id":7204,"name":"Natterbox Ltd","domain":"natterbox.com","url":"https://alion.io/company/natterbox-ltd","size_band":null,"is_staffing_agency":false,"is_intermediary":false,"ats_vendor":"Workable","truth_index":null},"role":"Customer Success","role_family":"Customer Success","seniority":null,"employment_type":null,"work_mode":"remote","remote_scope":"stated_countries","hiring_geo_confidence":"structured","locations":[],"countries":[],"hiring_countries":["GB"],"hiring_countries_total":1,"salary":null,"salary_estimate":{"min_usd":37000,"max_usd":99000,"period":"year","method":"role_country_seniority_unknown","sample_n":104},"experience_years_min":null,"visa_sponsorship":true,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Salesforce","optional":false},{"name":"Service Desk","optional":false},{"name":"Wi-Fi","optional":false},{"name":"ChatGPT","optional":true},{"name":"DHCP","optional":true},{"name":"DNS","optional":true},{"name":"WebRTC","optional":true}],"status":"live","first_seen_at":"2026-09-23T19:09:51Z","employer_posted_date":"2026-09-23","last_verified_at":"2026-09-24T00:05:11Z","board_verified":true,"closed_at":null,"days_open":0,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":0},"description":"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\nThis 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\nCore Accountabilities:\nOmnichannel 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.\nTechnical Diagnosis: Investigates and diagnoses technical faults remotely across Hosted PBX configurations, IP telephony/SIP routing, Natterbox Mobile, call recording, and local client network environments.\n 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.\nSelf-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.\nAI 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.\nRequirements\nEssential Criteria:\nExperience: 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.\nCommunication: Exceptional verbal and written English communication skills, with the ability to convey complex technical concepts simply to non-technical users.\nCore IT & Basic Networking: Solid understanding of general IT and basic networking concepts, with practical knowledge of local routers, Wi-Fi setups, and related environments.\nTroubleshooting Mindset: Analytical and logical approach to problem-solving, with a genuine passion for investigative troubleshooting and finding root causes.\nMultitasking & Prioritisation: Demonstrated ability to multitask, prioritise effectively, and work under pressure within tight timescales.\n CRM Proficiency: Practical experience navigating and managing complex customer records and diagnostic histories within a CRM environment (ideally Salesforce).\nAI 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 .\nDesirable Criteria:\nTelecom & Cloud Experience: Experience supporting cloud technologies, telecommunications, or working within a VoIP Service Provider / Telco environment.\nVoIP Protocols: Hands-on or working knowledge of VoIP systems, including SIP, RTP, and WebRTC protocols.\nTelephony Networks: Familiarity with standard PSTN and Mobile telephony networks.\nAdvanced Networking: Understanding of networking infrastructure and configurations, including Firewalls, DHCP, NAT, and DNS.\nEducation & Certifications: A relevant undergraduate degree, equivalent technical certifications, or equivalent hands-on industry experience\nHours of work and Location\nThis is a full time role - 37.5 hrs per week on the following shift rotation pattern. Monday to Friday.\n06:00 - 14:30\n08:00 - 16:30\n09:00 - 17:30\n10:00 - 18:30\nThis role is fully remote, UK Only\nOur Recruitment Process\nThank 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.\nOur Communication Commitment\nWe respect the time and effort it takes to submit an application. All applicants will receive a response from us.\nPlease 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.\nStage 1: Initial CV Review\nOur People Team carefully reviews every CV against the core competencies and technical requirements of the role.\nStage 2: People Team Interview (30 Minutes)\nIf your application matches our criteria, you will be invited to a 30-minute introductory call with a member of our People Team.\nWhat 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.\nStage 3: Department Head Interview\nCandidates progressing to the next round will have a focused call with the Department Head.\nWhat 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.\nStage 4: Team Leader Panel Interview\nYou will then meet our team leaders for a structured panel interview.\nWhat to expect: This stage will focus on scenario-based questions\nStage 5: Final Executive Review\nThe final stage is a call with a member of our Executive Team.\n What to expect: A high-level conversation focused on long-term career growth, alignment with Natterbox values, and our overall company vision.\nImportant Note on the Use of Artificial Intelligence (AI)\nWe encourage our candidates to embrace modern tools and work smart.\n 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.\nWhat is not acceptable: We strictly ask that you do not use AI to generate or write answers on your behalf.\nWe 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.\nBenefits\nWe offer a range of benefits to all our employees.\n Competitive base salary - £26,400-£28,000 - depending on experience\n25 days holiday increasing to 30 days after 2 years (plus bank holidays). \nAccess to Perkbox - Hundreds of handpicked retail discounts, wellness perks, and monthly freebies to support your lifestyle.\nAuto enrol pension\nPrivate Health care - after probation\nPlease 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.","description_format":"text","description_chars":7333,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"English","level":"Upper-Intermediate (B2)","optional":false}]},"benefits":["Continuous learning"],"hiring_locations":[{"name":"United Kingdom","iso":"GB","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Customer Relationship Management (CRM)","Unified Communications","Communication & Collaboration"],"lifecycle":[{"event":"open","at":"2026-09-23T19:09:51Z"}],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":0,"expected_fill_days":23,"reasons":["conf:2","win:early"],"computed_at":"2026-09-24T02:07:26Z"},"pay":null,"html_url":"https://alion.io/job/natterbox-ltd-customer-support-engineer","json_url":"https://alion.io/job/natterbox-ltd-customer-support-engineer.json","meta":{"generated_at":"2026-09-24T02:07:26Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers"}}