Support Engineer Level 1

A Support Engineer Level 1 plays a critical, customer-facing role within BlueOptima’s Customer Success Organisation. As a product expert with a strategic, customer-service-oriented mindset, this engineer is responsible for the technical aspects of customer success, including onboarding, training, and support. Acting as a coach and trusted advisor, the Level 1 Engineer works to understand the customer’s technical objectives, designs a tailored implementation plan, and guides them through full adoption of BlueOptima’s Active MultiSite product suite.

Full, structured training for BlueOptima products will be provided, with opportunities to gain industry-standard certifications in relevant technologies.

Key Responsibilities

• Onboarding: Engage with customers remotely to assist with onboarding activities, proactively participating in the sales-to-services transition to understand their challenges and requirements.
• Adoption: In partnership with the Customer Success Manager (CSM), maintain a deep understanding of the customer's technical infrastructure and objectives to ensure the full adoption of BlueOptima's software.
• Ongoing Improvement: Continually seek improvements to products and processes, capture lessons learned from customer engagements, and share opportunities for improvement with the wider business.
• Documentation: Create and manage customer-facing documents, including solution designs and test plans.