Second Line Customer Technical Support Engineer

The Role

This is an exciting opportunity for someone who is looking to develop their career by working as part of an agile, innovative, fast-growing business. 

As a Second line Customer Support Engineer, you will provide excellent levels of technical support to our customers both internal and external. You will collaborate closely with our skilled R&D teams to help resolve software and system issues rapidly and address any customer requests or issues. You must possess excellent communication, analytical and problem-solving skills along with a strong technical acumen to contribute to delivering the highest level of problem resolution and service excellence.  

This is a great opportunity to build your technical skills and the opportunity to learn a wide range of technologies related to cloud and on-premises speech recognition software and services. 

No prior experience of speech recognition is necessary; Speechmatics has a team of speech recognition engineers who will collaborate on all speech recognition related software and feature upgrades, and your colleagues will help to guide and teach you any specialised knowledge required to keep Speechmatics running smoothly. 

What You’Ll Be Doing:

• Providing all levels of customer support for Speechmatics product offerings.  
• Working with the wider teams to investigate, fix and deploy patches to the field rapidly. 
• Supporting internal infrastructure where necessary. 
• Take an active part in the continuous improvement of the Support team’s methods, processes and documentation/knowledge base. 
• Participate in an on-call rota to provide out of UK office hours support for our high-profile customers. 
• Collaborate with other teams on company-wide projects as a representative of the support team, and our customers.  
• Onboard new customers ensuring their products are licensed swiftly and in-line with their contract terms.  
• Act as the voice of the customer to record and escalate requests for fixes and enhancements to our products.  

Who We Are Looking For:

• Cloud experience (preferably Azure) with administering Linux systems via command line.
• Hands-on with technologies like Nginx, Ansible, Ubuntu, Docker, virtualization, orchestration, clustering, and version control.
• Development and scripting skills: RESTful APIs, HTML/JavaScript, Bash, curl, JSON, Python, and other languages.
• Strong troubleshooting, problem-solving, multitasking, and workload management abilities.
• Customer-focused: empathetic, supportive, professional communication, even under pressure.
• Proven ability to support and maintain 24x7x365 services for global customers.
• Team player with mentoring, knowledge sharing, and process improvement contributions.
• Passion for learning, growth, and delivering high-quality results with a “can-do” mindset.

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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