Job title: Customer Support Engineer
Job type: Permanent / FTC
Emp type: Full-time
Industry: Broadcast Media, Entertainment & Media Production
Skills: Customer support audio specialist fault finding field support AoIP technologies networking audio consoles Dante
Salary type: Annual
Salary from: GBP £25,000.00
Salary to: GBP £35,000.00
Location: West Yorkshire, UK
Job published: 11/06/2024
Job ID: 38978

Job Description

Our client, a leading designer and supplier of broadcast audio equipment are seeking a talented and dedicated Customer Support Engineer to join their team and contribute to their mission of providing top-tier support to their clients. As a Customer Support Engineer, you will be an integral part of their customer support team, responsible for ensuring the smooth operation of their products and services in the broadcast audio industry. Your technical expertise and passion for customer satisfaction will be critical in this role.

Key Responsibilities will include:

  • Efficiently handle customer service inquiries and calls, providing technical assistance and solutions.
  • Perform the commissioning of our broadcast products at customer sites, ensuring proper installation and functionality.
  • Carry out upgrades, fault correction, and mixer upgrades for clients on-site.
  • Offer support to other Customer Support Engineers in the field, utilizing factory facilities to diagnose and troubleshoot customer-reported faults.
  • Develop and deliver operational and maintenance training to customers and prepare comprehensive training course documentation.
  • Prepare and issue quotations for customer support services, spare parts, expansions, and related offerings.
  • Assist the Sales and Marketing team with technical support for office activities, demos, trade shows, and other events.
  • Maintain accurate service tickets, customer service records, and service database records.
  • Provide detailed and accurate field service reports.
  • Collaborate with the Customer Support Administration Team for shipping and provisioning of spare parts, replacements, or loaned components.
  • Work with the Development Team to identify software bugs and design issues when necessary.
  • Provide coverage for other Customer Support Engineers and coordinate activities when necessary.
  • Offer technical sales support to the sales team and distributors.


  • Networking Knowledge: IP/TCP/UDP/RTP/RTSP, LAN, Switches/Routers configuration (VLAN, ACL, etc.)
  • AoIP Expertise: AES67, Dante, SMPTE-2110, and more.
  • Broadcast Background: Experience in Broadcast Engineering or Customer Support.
  • Audio Proficiency: System to component-level knowledge of audio and audio control systems for broadcast.
  • Linux Familiarity: A strong understanding of Linux.
  • Tech Savvy: Knowledge of computer-based control systems and computer literacy.

This individual must be willing to travel abroad to support customers, and be able to get to the office based in West Yorkshire.

If you are a dedicated Customer Support Engineer with a passion for audio, we encourage you to apply now!