At a glance
- Workplace
- Onsite
- Location
- Dublin · Ireland
About the role
- The Designated Services Engineer serves as the primary technical point of contact for assigned Lifecycle Service accounts. This role involves managing the full lifecycle of technical cases, coordinating across internal teams, and providing tailored support to drive efficient issue resolution.
Responsibilities
- Own the majority of support activity and case progress for assigned accounts from open through resolution.
- Proactively monitor case progress and risks, review and prioritise open cases daily, and maintain timely follow-up on pending actions.
- Coordinate across support, engineering, escalation teams and account teams while maintaining end-to-end technical ownership.
- Provide clear and consistent communication on status, next steps and technical direction for customers and internal stakeholders.
- Author and coordinate incident reports and Root Cause Analyses including technical analysis and remediation actions.
- Maintain full visibility of open and outstanding cases across the account.
- Support regular customer engagement cadence and contribute case history, trend analysis and preventative recommendations.
Requirements
- Strong enterprise technical support or case management background.
- Experience handling escalations and high-impact customer situations.
- Ability to work cross-functionally with support, engineering and escalation teams.
- Strong written communication skills for status updates, incident reports and RCA content.
- Good judgement in prioritising competing issues and keeping momentum on open actions.
- Ability to engage professionally with customers and internal stakeholders in a structured, consistent way.
Benefits
- Flexible time off
- Wellness resources
- Company-sponsored team events
Workplace
- Primarily an in-office environment.
- Expected to work from the Dun Laoghaire office in compliance with company policies.
Skills
- Enterprise Technical Support
- Case Management
- Technical Analysis
