Customer support Engineer Tier 2 - UK

Uveye • London, OH

3d

About The Position

At UVeye, we're on a mission to redefine vehicle safety and reliability on a global scale. Founded in 2016, we pioneered the world's first fully automated suite of vehicle inspection systems. At the heart of this innovation lies our advanced AI-centric technology, representing the pinnacle of computer vision, machine learning, and generative AI within the automotive sector. With over $380M in funding and strategic partnerships with industry giants such as Toyota, Amazon, General Motors, Volvo, and Hertz, our technology is utilized in manufacturing plants, dealerships, wholesale auctions, delivery fleets, seaports, and more. Our growing global team of 250+ employees is committed to creating a workplace that celebrates diversity, encourages teamwork, and strives for excellence. As a Tier 2 Customer Support Engineer, you are the technical backbone of UVeye's European operations. You own complex issues end-to-end, support live production systems, and make sure customers stay operational. This role blends deep technical troubleshooting, customer-facing responsibility, and close collaboration with Field Service, R D, and Operations. If something breaks, you're on it - fast, methodical, and accountable. A day in the life and how you'll make an impact: Take an active role in all European system installations, providing hands-on and remote software support Serve as the primary Tier 2 escalation point for all Europe-based customers Proactively monitor production systems, identify risks, and prevent outages before customers feel them Own support cases from initial intake through root cause and resolution Perform deep troubleshooting across software, OS, networking, and integrated hardware Coordinate and dispatch Field Service Engineers for on-site visits when remote resolution isn't enough Work closely with Engineering to reproduce issues, validate fixes, and push improvements back into production Produce clear, data-driven weekly reports covering incidents, trends, SLAs, and system health Continuously improve support processes, tooling, and documentation

Requirements

• 3+ years of experience in Tier 2 support, systems administration, or QA engineering
• Bachelor's degree in Computer Science or a related technical field
• Strong hands-on experience with Linux environments
• Practical knowledge of Docker and Kubernetes
• Proven ability to troubleshoot complex, multi-layered technical issues
• Solid understanding of networking fundamentals (TCP/IP, HTTP, DNS, DHCP)
• Experience working with cloud platforms (AWS, Azure, or GCP)
• Familiarity with networking equipment: switches, routers, firewalls, load balancers
• Experience using Zendesk, JIRA, and Confluence
• Ability to manage multiple priorities in high-pressure, customer-facing environments

Nice To Haves

• Thinks in root cause, not band-aids
• Is calm under pressure and sharp when things go sideways
• Communicates clearly with both customers and engineers
• Takes ownership — no ticket ping-pong
• Is proactive, detail-oriented, and obsessed with system reliability
• Enjoys working in fast-moving, real-world production environments

Responsibilities

• Take an active role in all European system installations, providing hands-on and remote software support
• Serve as the primary Tier 2 escalation point for all Europe-based customers
• Proactively monitor production systems, identify risks, and prevent outages before customers feel them
• Own support cases from initial intake through root cause and resolution
• Perform deep troubleshooting across software, OS, networking, and integrated hardware
• Coordinate and dispatch Field Service Engineers for on-site visits when remote resolution isn't enough
• Work closely with Engineering to reproduce issues, validate fixes, and push improvements back into production
• Produce clear, data-driven weekly reports covering incidents, trends, SLAs, and system health
• Continuously improve support processes, tooling, and documentation

Benefits

• Pioneer Advanced Solutions: Harness cutting-edge technologies in AI, machine learning, and computer vision to revolutionize vehicle inspections.
• Drive Global Impact: Your innovations will play a crucial role in enhancing automotive safety and reliability, impacting lives and businesses on an international scale.
• Career Growth Opportunities: Participate in a journey of rapid development, surrounded by groundbreaking advancements and strategic industry partnerships.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 101-250 employees