Technical Support Engineer

1. Technical support and case management

• Take ownership of first-line customer support cases from receipt through to resolution.
• Investigate and troubleshoot technical issues across smart metering devices, IoT connectivity and associated software platforms.
• Prioritise incidents, manage competing demands and work towards agreed service level agreement (SLA) targets.
• Coordinate escalations to second- and third-line technical specialists, engineering and product teams, maintaining responsibility for customer communication and case progress.
• Keep customers informed, manage expectations and ensure issues are followed through to a satisfactory conclusion.
• Identify recurring or escalated incidents and contribute to root-cause analysis and preventative actions.

2. Customer engagement, training and enablement

• Help customers understand, configure and use Diehl Metering solutions effectively.
• Deliver remote and onsite technical guidance, product training and support to build customer knowledge and confidence.
• Explain technical issues and solutions clearly to both technical and non-technical stakeholders.
• Gather customer feedback, represent the voice of the customer internally and help identify opportunities to improve the overall customer experience.
• Build trusted relationships through responsive communication and a structured, customer-focused approach.

3. Continuous improvement and customer value

• Analyse support cases, recurring issues and service performance to identify trends and improvement opportunities.
• Recommend improvements to support processes, technical documentation and knowledge-sharing practices.
• Work with relevant internal teams to address root causes, reduce repeat incidents and improve service quality.
• Support customer change activities, including configuration changes, system updates and the introduction of new functionality where required.
• Recognise opportunities to enhance the value customers receive from our solutions and work with the sales team where appropriate.

4. Internal collaboration and reporting

• Work closely with technical support, engineering, product management, sales and other internal teams to coordinate effective solutions.
• Maintain accurate case records, document resolutions and share technical knowledge across the organisation.
• Provide clear updates and analysis to support incident prioritisation, service reviews and internal decision-making.
• Contribute to a collaborative support environment, working with colleagues across different functions and countries.

Essential skills and experience

• Around 3–5 years' experience in technical support, customer onboarding, technical implementation or a similar customer-facing technical role.
• Relevant qualification in Engineering, Electronics, IT or a related technical discipline, or equivalent practical experience.
• Experience troubleshooting hardware and software integration issues.
• A good understanding of connected devices, gateway configuration, system connectivity and first-line technical support.
• An understanding of SLAs, support case management and escalation processes.
• Experience delivering customer training or technical onboarding.
• Strong analytical and problem-solving skills, with a structured approach to investigating issues and identifying root causes.
• Excellent communication skills, including the ability to explain technical concepts clearly and manage customer expectations.
• Good organisational skills and the ability to prioritise multiple cases and competing demands.
• Excellent English and fluency in the relevant local language.

Desirable experience

• Experience in smart metering, utilities, IoT or connected technology environments.
• Knowledge of communications technologies and protocols such as LoRaWAN, NB-IoT, OMS Radio or M-Bus.
• Familiarity with MQTT, REST APIs or other system integration technologies.
• Familiarity with customer support platforms, case management tools and service performance reporting - SalesForce.
• Experience contributing to root-cause analysis, process improvements or customer service initiatives.

• Land/Standort Halifax, UK
• Funktionsbereich Vertrieb/Kundenservice
• Einstiegslevel Direkteinstieg - Mit Berufserfahrung
• Arbeitsmodus Hybrides Arbeiten
• Arbeitszeitmodell Vollzeit
• Arbeitsverhältnis unbefristet
• Unternehmensbereiche Diehl Metering
• Start 02.11.2026

Mach bei Diehl, was dir wichtig ist.

Diehl Metering S.A.S.

Elise De Poorter

67, rue du rhône, 68304 SAINT LOUIS

Tel : +33 (0)3 89 69 54 35

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