Technical Engineering Support Coordinator

Role Overview

Essential Job Functions & Minimum Requirements

The Technical Engineering Support Coordinator will act as the primary liaison between customers, sales and engineering teams to ensure timely resolution of technical queries, effective product adoption and the delivery of a high-quality support experience. This role combines selling skills, technical knowledge and strong communication to identify customer needs, propose appropriate solutions and coordinate engineering resources.

Key Responsibilities

• Customer engagement and support: Respond to technical enquiries from customers and partners via phone, email and ticketing systems; triage issues and ensure timely follow-up.
• Pre-sales and selling support: Work with sales teams to qualify opportunities, provide product demonstrations, articulate value propositions and support proposal preparation.
• Technical coordination: Translate customer requirements into clear engineering requests, coordinate internal resources and track progress through to resolution.
• Knowledge transfer: Deliver product walkthroughs, training sessions and documentation to customers and internal teams to improve adoption and reduce repeat incidents.
• Incident management: Lead incident investigations, gather diagnostic information, reproduce issues where possible and liaise with engineering to implement fixes and workarounds.
• Continuous improvement: Identify recurring problems and collaborate with product and engineering teams to suggest product enhancements and process improvements.
• Reporting and feedback: Maintain accurate records in the ticketing system, produce regular status updates and feed customer insights into product roadmaps.
  
  

Essential Skills & Competencies

• Selling skills: Ability to qualify opportunities, present solutions convincingly and support commercial discussions while maintaining customer trust.
• Technical knowledge: Solid understanding of engineering concepts relevant to the product portfolio; able to interpret technical documentation, run basic diagnostics and communicate technical details clearly.
• Communication skills: Excellent verbal and written communication; able to engage with stakeholders at all levels and adapt messaging for technical and non-technical audiences.
  
  

Desired Traits

• Problem solving: Strong analytical mindset with the ability to identify root causes, propose practical solutions and make decisions under pressure.
• Collaborative: Works well across teams, builds positive working relationships and drives outcomes through influence.
• Organised: Able to manage multiple priorities, keep accurate records and meet deadlines in a fast-paced environment.
  
  

Qualifications & Experience

• Degree or equivalent qualification in Engineering, Computer Science, Technology or related field, or demonstrable equivalent experience.
• 2+ years’ experience in a technical support, customer-facing engineering or pre-sales role preferred.
• Experience using ticketing systems, CRM tools and basic diagnostic utilities.
• Proven track record of supporting sales activities and influencing customer decisions through technical credibility.