Technical Support Engineer - Fixed Term Contract

As a Technical Support Engineer at Focusrite Group, you will be responsible for maintaining a high level of customer service. You'll work as part of a global cross-functional team answering pre and post sales customer enquiries via phone, email, and live chat. The role involves proactively working to reduce customer enquiries.

Key responsibilities include:

• Acting as a focal point for pre/post sales and technical enquiries related to Focusrite and Novation product lines
• Recreating end-user setups to replicate issues and submit bug reports
• Coordinating warranty and non-warranty repair bookings
• Representing the Technical Support team during new product development

Required skills and experience:

• Ability to work well in a team
• Knowledge of audio interfaces, MIDI control, home/studio recording setups, and music production
• Experience with Mac OS and Windows systems
• DAW knowledge (e.g., Pro-Tools, Logic, Cubase)
• Polite, patient, and helpful phone manner
• Customer service experience

The Focusrite Group is known for its high-quality reputation and rich heritage in the music-making industry. The company culture encourages innovation and has won numerous accolades, including six Queen's Awards and the AIM Company of the Year Award 2021. The group is committed to diversity, inclusion, and environmental sustainability.

This is a fixed-term contract position, expected to run from Nov 1st '24 to Feb 28th '25, based in High Wycombe, UK.