Customer Support Engineer

Join Our Team as a Customer Support Engineer in Stockholm! If you're seeking a role where your expertise serves a greater purpose, then this opportunity is tailor-made for you. As our Customer Support Engineer, you will be at the forefront, connecting those who protect.  Does this align with your aspirations? Let’s take a closer look at your role As a valued member of our team specializing in the Public Safety sector, your primary objective revolves around restoring the defined operating status of a PMR (Professional Mobile Radio) system (Incident Management) as quickly as possible. Your specific tasks include: Incident Management Analyzing faults in customer systems; taking over incidents and technical requests from the Service Desk Maintaining and controlling the contractually agreed service levels The control of and compliance with the escalation processes Incident/problem management to product support; interface to 3rd level product support / technical solution and to the service desk Implementation of solutions and workarounds for technical problems of the customer via remote access and / or on-site assignments Problem Management The implementation of problem management with colleagues’ support; safe handling of all necessary diagnostic tools and measuring equipment for the comprehensive recording of debug information with provision of the necessary indications to 3rd level support. Responsible with support for identifying and proving product / software faults to 3rd level support / the manufacturer by developing reproducible procedures to force system failure. Creation of meaningful statistics on defect patterns with derivations on serial defects Knowledge management to ensure a high first-time fault resolution rate in the service desk Other tasks Ensure fault-free operation and regular maintenance and servicing of the technical support system in the laboratory Carry out integration tasks of individual hardware and/or software elements with a variety of functions and links and implement them in coordination with other teams in a complex system environment Plan and conduct tests, if necessary with the involvement of the customer Configure and further develop the test environment, setting up/configuring/documenting test and measurement equipment   Why choose us? We're in the business of tackling cool projects with top-notch tech. Which means: Purpose: With us you make a difference every day, contributing to projects that directly impact public safety and security. Multicultural Environment: Joining a vibrant team where collaboration knows no borders, provides you an enriching opportunity to expand your horizons and work on diverse projects across various countries and cultures. Company Culture: You become part of a collaborative culture that fosters diversity. Together, we're on a transformative journey, embracing new ways of working through open communication and cooperation, nurturing meaningful change. Skillset Development: With ongoing projects and new tenders constantly on the horizon, there's ample room for growth and a chance to expand your expertise in diverse domains.  Hybrid Working: We believe in flexibility that supports the well-being of our employees and at the same time value the face to face encounters at the office. According to our hybrid working model, you can work up to 2 days per week remotely.    Let’s talk about you – who is set to thrive in this position? In this role, we need a seasoned technical expert who excels in our multicultural environment and has completed relevant degree in e.g. electrical or communications engineering or computer science or similar.  You have several years of professional experience (up to 3 years) in an ITIL-based service or help desk and in incident and problem management. In addition, you have solid understanding in at least one special field (e.g., elements of radio communication networks (4G/5G, TETRA, TETRAPOL, DMR, …