Job Description

RealVNC is the remote access platform for engineers looking for the most reliable and the most secure solution built by the creators of VNC technology. Over the last 25 years, as the inventors of VNC, we've enabled a global workforce to work wherever works and created the remote access market. Our software is used by hundreds of millions of users worldwide including IT professionals from global companies, such as Intel, IBM, NASA, Shell, DreamWorks and Philips.



Our lead product, VNC Connect, allows users to connect securely to a remote device anywhere in the world, see its screen in real-time, and take control as though sitting in front of it. The product has been deployed across a myriad of use cases, from remote support through to deploying the software onto connected devices such as medical ventilators, set-top boxes, heavy industrial machinery and more.



Backed by leading mid-market private equity firm, Livingbridge since 2021, we are investing in our people to support our highly ambitious growth plans. As part of our people strategy to develop our next generation organisation, we are looking to add new team members that are integral to the success of the business, committed to delivering high quality results, collaboration and innovation to help accelerate company growth.

Position:

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We're looking for an experienced Product Support Engineer to join our growing team. You will assist our customers by resolving product support issues encountered throughout their RealVNC Connect journey.


This is a fantastic opportunity for a talented individual to take an active role in providing first class support to our global customer base. You'll own the customer's issue from beginning to end and, working with our Engineering, Product and Revenue teams as necessary, get them up and running as quickly as possible.


The ideal candidate will have a deep understanding of remote access technologies and be able to provide expert-level support for our remote access solutions.


As part of a small team supporting a global customer base, the successful candidate will be required to participate in an on-call rota (weekdays only) to provide out of hours support should an urgent need arise.


Key responsibilities of this role will include;

Providing 2 line support for RealVNC products via phone, email, and chat Troubleshooting connectivity and software installation issues Collaborating with the development teams to identify and resolve software issues Contributing to the development of product support processes Escalating complex issues to senior team members when necessary Maintaining accurate records of all customer interactions in the ticketing system Assisting in creating and updating support documentation and knowledgebase articles Analysing customer feedback to suggest product improvements Participating in ongoing training to improve product knowledge and support skills

Requirements:

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You

Have solid demonstratable experience in technical product support, preferably with remote access technologies Have strong problem-solving and analytical skills and a keen attention to detail Are able to explain technical concepts in simple terms Are willing to learn and adapt to new technologies Have a good working knowledge of major operating systems/platforms (Windows, macOS, Linux), including use of the command-line Have a good understanding of networking protocols Can apply key security concepts for remotely accessing devices in a wide range of environments from consumer to enterprise Demonstrate excellent communication skills, both written and verbal Have experience creating and updating knowledgebase articles Have experience with ticketing systems (such as Zendesk) and support tools

Anything else?

As well as the above, if you have any of the desired experience below then we'd like to know about it!

Experience supporting applications on Raspberry Pi, Android and iOS Bachelor's degree in Computer Science, Information Technology, or related field Familiarity with remote access software and/or VNC technology is a plus Experience working with RESTful APIs Experience with common scripting languages including PowerShell, Bash and Python.

Other information:

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Benefits

This role offers a great opportunity to join our Support Team, working for a successful, growing company with a recognised global brand and huge potential and vision. Working with us on our growth journey provides the chance to see first-hand how your individual contributions as part of a dynamic team influence the success of our business. We also offer generous benefits, including a contributory pension, EV car leasing scheme, private dental and medical cover.



We work in a hybrid environment where employees combine working remotely and working from the office to facilitate a high-performance working environment - with the ability to collaborate effectively and build a cohesive team bond whilst being able to focus and deliver quality results. With this in mind, you will need to easily be able to commute to Cambridge and / or London.

How to Apply

If you'd like to join RealVNC as a Product Support Engineer, please click on the 'apply for this job' button and fill in your details.



RealVNC has a responsibility to ensure that all staff are eligible to live and work in the UK and if you're invited to interview you'll be required to provide proof of your eligibility to work.



RealVNC is an equal opportunities employer, committed to staff welfare and professional development.

Staffing and Recruitment Agencies

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RealVNC does not accept unsolicited CVs or applications from agencies other than preferred suppliers. RealVNC is not responsible for any fees related to unsolicited CVs or applications and explicitly reserve its right to contact candidates presented in such unsolicited CV or application.