Customer Support Engineer

Natterbox

. Own the front line technical support experience for Natterbox's SaaS products .

Posted 9/24/2026full-timeRemote • United KingdomJunior💰 £26,400 - £28,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in providing first-line technical support for SaaS products, with a strong focus on customer service excellence and effective communication of complex technical concepts. Proficient in troubleshooting VoIP systems and managing customer interactions within a CRM environment, particularly Salesforce.

Highest-signal resume keywords

Technical Support ExperienceVoIP Systems KnowledgeSalesforce CRM ProficiencyCustomer Service ExcellenceAnalytical Problem-Solving

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

VoIP SystemsSIP ProtocolRTP ProtocolWebRTC ProtocolNetworking ConceptsTechnical TroubleshootingCRM ManagementDocumentation SkillsCloud TechnologiesTelecommunications

Soft Skills

Verbal CommunicationWritten CommunicationEmpathyMultitaskingPrioritization

Tools & Technologies

Salesforce CRMAI ToolsHelp Centre Management

Certifications & Qualifications

Relevant Technical CertificationsUndergraduate Degree

Industry Keywords

SaaS ProductsHosted PBXIP TelephonyTelecom CarrierPSTN NetworksMobile TelephonyNetworking Infrastructure

Tech Stack

Tools & technologies

CloudDNSFirewallsVoIP

About the role

Key responsibilities & impact

Own the front line technical support experience for Natterbox's SaaS products
Deliver service excellence to global customers and partners
Manage inbound queries across Telephone, Live Chat, Email, and the Natterbox Help Centre
Provide prompt, empathetic, and professional first-line support
Investigate and diagnose technical faults remotely across Hosted PBX configurations, IP telephony/SIP routing, Natterbox Mobile, call recording, and local client network environments
Document cases and client interactions accurately in Salesforce CRM
Coordinate escalations to L2/L3 Support, Engineering, or Telecom Carrier partners
Provide structured triage notes and reproducible data
Author and refine articles for the external Help Centre and internal Knowledge Base
Use approved internal AI tools to parse, structure, and summarise technical logs, identify error patterns, and form troubleshooting hypotheses

Requirements

What you’ll need

At least 1 year of hands-on experience in a customer-facing helpdesk, technical service desk, or IT support engineer role
Proven track record of handling high-volume interactions while adhering to tight response and resolution SLAs
Exceptional verbal and written English communication skills
Ability to convey complex technical concepts simply to non-technical users
Solid understanding of general IT and basic networking concepts
Practical knowledge of local routers, Wi-Fi setups, and related environments
Analytical and logical approach to problem-solving
Ability to multitask, prioritise effectively, and work under pressure within tight timescales
Practical experience navigating and managing complex customer records and diagnostic histories within a CRM environment, ideally Salesforce
Willingness to participate in ongoing internal training and learn and use new internal AI tools and platform features
Experience supporting cloud technologies, telecommunications, or working within a VoIP Service Provider / Telco environment
Hands-on or working knowledge of VoIP systems, including SIP, RTP, and WebRTC protocols
Familiarity with standard PSTN and Mobile telephony networks
Understanding of networking infrastructure and configurations, including Firewalls, DHCP, NAT, and DNS
Permanent Right to Work in the UK
A relevant undergraduate degree, equivalent technical certifications, or equivalent hands-on industry experience are desirable

Benefits

Comp & perks

Competitive base salary - £26,400-£28,000 - depending on experience
25 days holiday increasing to 30 days after 2 years (plus bank holidays)
Access to Perkbox - Hundreds of handpicked retail discounts, wellness perks, and monthly freebies to support your lifestyle
Auto enrol pension
Private Health care - after probation