Customer Support Engineer

TidalSense is a respiratory technology company with a mission to transform the diagnosis, monitoring and management of chronic respiratory conditions, such as asthma and COPD. The company has ambitions to enable a population-scale change in respiratory care through global deployment of its technologies. TidalSense has just launched a first-of-its-kind AI-driven (software medical device) diagnostic test for COPD which uses the company’s unique, patented, sensor technology embedded in the N-Tidal device.

We are seeking a early- to mid-career customer support engineer with strong problem-solving and communication abilities to identify and resolve any technical issues our customers encounter. We are at an exciting phase in our journey as we transition from a start-up to a scale-up. You will be joining a passionate, socially-motivated and multi-disciplinary team covering engineers, scientists, clinicians, designers, product and usability specialists. This is a unique opportunity for a driven and autonomous individual to support the real-world deployment of a new generation of regulated hardware and software medical device products that will deliver impact in the real world and change people’s lives. We are seeking someone who is comfortable working in a fast-paced, agile, and diverse team environment, and who is also committed to our mission to revolutionise respiratory medicine.

Job Purpose

To diagnose and troubleshoot software and hardware problems (providing Tier 1 and Tier 2 technical support) experienced by TidalSense customers and: (i) to support prompt resolution of issues through collaboration with relevant teams, escalating where appropriate, (ii) to support process and product development through proactively identifying and communicating common issues.

Key Duties & Responsibilities

• Use customer contact channels (e.g. email, chat and phone) to interact with clients to receive, identify and resolve hardware and software issues:
• Ensure all issues are properly documented in accordance with company procedures
• Prioritise and manage several open issues at one time
• Diagnose and troubleshoot technical issues:
• Ask customers targeted questions to quickly understand the root of the problem
• Refer to internal resources to provide accurate solutions
• Track issues through to resolution, within pre-defined SLAs:
• Talk clients through a series of actions, either via phone, email or chat, until they’ve resolved their issue(s)
• Provide prompt and accurate feedback to customers, and follow-up with customers to ensure issues have not recurred
• Where required, you may need to provide on-site technical support for customers
• Properly escalate unresolved issues to appropriate internal specialist teams
• Work with the quality / regulatory team to ensure customer complaints, feedback, incidents and notifiable events are handled in accordance with the company’s procedures for post-market surveillance (under ISO 13485 and EU MDR).
• Work closely with the software, firmware, hardware, operations and quality teams to resolve technical issues promptly and to ensure a positive customer experience
• Create continuous improvements to technical and troubleshooting manuals, customer operational processes, and support product and user training development:
• Research and identify solutions to software, hardware and connectivity issues
• Document technical knowledge in the form of notes and manuals
• Collaborate with operational and product teams to support process and product improvement from common issues
• Manage service desk configurations and maintain service desk software

Skills & Competencies

Essential:

• Excellent communication skills, internally and externally; calm, polite, positive and professional in customer interactions
• Ability to explain complex technical solutions clearly and simply to end users
• Strong ability to understand (at a high level) cloud architectures, technical process flow charts, and where issues may occur in interactions between processes / services covering relational databases, APIs, modern web application frameworks, and connected hardware
• Comfortable interpreting error logs and diagnostic information from multiple sources to identify and resolve issues
• Experience with writing and executing SQL queries
• Experience with developing, managing and maintaining service desk software e.g. JIRA ServiceDesk, or Zendesk (preference for experience using JIRA)
• Strong IT skills and experience configuring IT services (e.g. mailbox / spam filters, remote management software)
• Excellent problem-solving skills
• Open to continuous learning to stay on top of new technologies / solutions
• Ability to consistently deliver to deadlines and manage competing priorities
• Good time keeping, punctuality and professional conduct
• Collaborative approach to teamwork and hands-on mentality.

Desirable:

• Ability to create dashboards using Tableau, PowerBI or other Business Intelligence software
• Ability to think strategically about scaling customer support functions effectively

 Qualifications & Experience

Essential:

• Multiple years of industry experience in a technical product support role
• Multiple years of industry experience providing support to customers and driving customer satisfaction and product and process improvement

Desirable:

• Bachelors degree in computer science, engineering or other relevant data-oriented discipline (or equivalent industrial experience)
• Experience working with medical devices that include a software or firmware component
• Experience working within a quality management system (ISO 13485 or ISO 9001), or in a regulated industry
• Industrial experience as Tier 2 or 3 Technical Support Engineer or similar role
• Experience in an early-stage company
• Experience with providing customer support to clinical users, preferably within the NHS
• Experience of contact centre best practice

Other Requirements

• Legally eligible to work in the UK without sponsorship. Please note that we are open to sponsoring colleagues to move from an unsponsored visa to a Skilled Worker Visa once they have passed their probationary review.
• Will need to be able to work in person in the Cambridge office at least 3 days / week, and may (infrequently) be required to travel to customer sites across the UK to provide technical support or to support connectivity assessments.

Note to Applicants

• We read all applications carefully - including your free-text answers - in evaluating your application. Please make sure you spend some time answering these questions carefully.
• Please answer questions truthfully. Dishonesty is fundamentally against our values.
• We appreciate that some candidates may hesitate to apply because they may feel that they might not meet all of the required criteria or be competitive enough. If this is you, please don't shy away from applying - we would really like to hear from you!

CLOSING DATE FOR APPLICATIONS: End of day Thursday 28th August 2025.

• Flexible working hours to support your work preferences
• Hybrid working as per requirements above
• Beautiful award-winning Cambridge UK office stocked with quality drinks & snacks
• Work from abroad for 1 week per year
• Buy / sell up to 5 days annual leave
• Generous individual personal development budget
• Mental Health support: wellbeing support and free 24/7 access to qualified counsellors and advisors
• Wellness programme
• Coaching and mentoring
• Team events and celebrations
• 25 days annual leave + 8 public holidays
• Pension: TidalSense contributes 5% of qualified earnings
• Annual performance-based bonus
• Discretionary share options scheme

Salary £30,000 - £45,000 (depending on experience)

TidalSense operates a fair pay structure to ensure our colleagues are paid equitably and competitively for their skill, expertise and experience. Successful candidates will be offered this role at the appropriate grade, based on both their resume experience and our judgement of their performance level through the assessment process.