First-Line Customer Technical Support Engineer

The Role
As a First Line Technical Support Engineer, you will provide high-quality support to both internal and external customers, working closely with our skilled R&D teams to resolve software and system issues quickly. You will address customer requests, ensuring exceptional service delivery. Strong communication, analytical, and problem-solving skills, combined with solid technical acumen, are essential to deliver effective solutions and maintain service excellence.

The role also provides the chance to expand your technical expertise across a wide range of cloud and on-premises technologies, with a focus on speech recognition software and services. No prior experience in speech recognition is required: you will be supported by a team of engineers and colleagues who will guide and teach you the specialist knowledge needed to keep Speechmatics running smoothly.

What You'll Be Doing

• Providing 1st level support for the Speechmatics product offerings.
• Effectively triage all new internal and external customer support requests raised by the appropriate contact methods, maintaining the defined SLAs.
• Supporting our internal SaaS platforms.
• Take an active part in the continuous improvement of the Support team's methods, processes and documentation.
• Willing to participate in an on-call rota to provide out-of-hours support for our high-profile customers.

Who We Are Looking For

• Enthusiastic team player with a passion for delivering excellent customer support.
• Empathetic communicator, skilled in clear, professional verbal and written interactions.
• Strong logical troubleshooting, problem-solving, and attention to detail.
• Able to self-manage changing workloads, prioritise by customer impact, and spot trends.
• Process-driven with a focus on improvement and efficiency.
• Calm and effective under pressure or in difficult situations.
• Technical skills: Linux, CLI scripting, basic cloud platforms, RESTful APIs, and web technologies (HTML/JavaScript).
• Motivated to learn and progress into advanced (2nd/3rd line) technical support roles.

We encourage you to apply even if you do not feel you match all of the requirements exactly. The list of requirements is intended to show the kinds of experience and qualities we're looking for, but it is not exhaustive. If you are interested in the role, the team, and our mission, we would love to consider your application. We are always open to conversations and look forward to hearing from you.
Who We Are
Speechmatics is the leading expert in Speech Intelligence, and uses AI and Machine Learning to unlock business value in human speech worldwide. We work with an amazing mix of global companies, and our technology can integrate into our customers stack irrespective of their industry or use case – making it the go-to solution to harness useful information from speech.

Joining us means working with some of the smartest minds around the world, focused on cutting-edge projects and deploying the latest techniques to disrupt the market. We believe in putting people first; we'll do all we can to help you develop your skills and give you the tools you need to thrive. Our Focus Fridays give you an undisturbed day of focus, offset with Together Tuesdays when we have our team meetings, so you've always got the right balance.

We have structured a hybrid approach that includes 2-3 designated office days each week. This arrangement ensures that while we embrace the advantages of remote work, we also maintain the vital connection and synergy that only in-person interactions can foster.

This is only the beginning; we're looking for amazing people like you to continue our journey…

What We Can Offer You
No matter what stage of your career you're at - from paid internships and first-job opportunities through to management and senior positions - we'll support you with the training and development needed to reach your career aspirations with us. There really is no shortage of opportunities here for you to get involved and collaborate with those around you to deliver your best work.

We offer incredibly flexible working, regular company lunches, and birthday celebrations. But that's not all. We've spoken to our teams to find out what they want. From Private Medical, and Dental for you and your family, through to global working opportunities, a generous holiday allowance and pension/401K matching, we want to make sure our employees and their families are looked after. Every employee will receive a working from home allowance for tech or home office equipment (on top of your choice of laptop and accessories of course). Our approach to parental leave is designed to support employees globally. While this varies by geo, we have support in place for parents (including adoption assistance and reproductive health services) to ensure they have the time and financial resources needed to care for their growing families.

At Speechmatics, our mission is simple: Understand Every Voice out there.
That's not just about our tech – it's the heart and soul of who we are. We welcome different experiences, viewpoints, and identities. For us, it's not just the right thing to do; it's our catalyst for sparking innovation and creativity. Our teams thrive in an environment that celebrates and supports everyone – no matter their gender, identity or expression, race, disability, age, sexual orientation, religion, belief, marital status, national origin, veteran status, pregnancy, or maternity status.

But we don't just open the door to diversity – we actively welcome it. Why? Because we believe every unique voice adds something special to our team, leading us to smarter solutions and a better workplace.

So, come as you are and join our Speechling community.
We're building a place where every voice not only gets heard but is also respected and valued.

For more information on us, please visit our website and follow Speechmatics on our social channels via Twitter, Facebook, LinkedIn, and YouTube.

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