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Customer Support Engineers (evening/night shift) UK Based Role

Customer Support Engineers (evening/night shift) UK Based Role

Please note this is a U.K. based role. Guildford GU1 4UL, United Kingdom 

Semafone is looking to expand their Customer Support Team to provide "Follow the Sun" support to our International customers. Working hours will be approximately 4pm - 12am to cover pacific time zone hours. You will be part of a team working the same shift, based from our central Guildford office. 

The Team

A member of the Customer Technical Support team, the experienced Support Engineer will provide technical support and maintenance services for Semafone’s customers. At all times adhering to PCI processes and controls, the Support Engineer will ensure that all support SLAs are met.

Key Accountabilities & Responsibilities

  • Respond to customer requests for technical support services for all Semafone products,
  • Troubleshoot customer technical issues (including analysing traces), ensuring that details are accurately logged in the ticket tracking system and that the Support SLA’s are met.
  • Maintain appropriate communications with customer for all issues, managing the customer on escalation calls when required
  • Perform customer patching and upgrades
  • Create and distribute customer ESOWs
  • Update internal documentation as and when required
  • Adhere to all Semafone and PCI Service Level Provider process and procedures
  • Always maintain the professional representation of Semafone (internally and externally)
  • Working effectively with all areas of the Semafone Sales, Operations and IT teams to ensure the customers are receiving an excellent service

Key competencies

  • Strong spoken and written English Language skills
  • Good problem-solving and trouble shooting skills, with attention to detail and ability to work under pressure
  • Good Linux experience is key – please note, this is not an IT support role
  • Good working knowledge of TCP/IP networking and VOIP
  • Creation and maintaining of VMs
  • Good working knowledge of ISRs, SBCs and Nagios monitoring an advantage
  • AWS experience an advantage

Skills & Experience

  • Degree level qualification or equivalent technical knowledge to the required level
  • Strong Linux based troubleshooting experience
  • Strong SIP/VOIP knowledge and troubleshooting skills
  • Hands-on TDM/VOIP Telephony experience
  • ITIL experience

Benefits & Culture

We are a market leader in secure voice transactions and trusted by our customers and partners.  We are on a journey to secure all personal data.  We recruit diverse, ambitious, innovative people who want to grow in a supportive and collaborative environment.  We are passionate, work hard, have fun and celebrate success.

What we'll give you;

  • 25 Days Holiday
  • Competitive Salary
  • Up to 10% Bonus
  • 4 x Salary Life Insurance
  • Vitality Health Insurance
  • HealthShield Cash Back Plan
  • Employee Assistance Programme
  • Bespoke Discounts and Communications Hub
  • Up to 5% Contributory Pension

Semafone is well funded and growing fast, you’ll be joining an organisation that combines an entrepreneurial ‘start-up’ culture with the professionalism of a mature and established business. This is a fabulous opportunity to gain experience on a variety of commercial matters of an international business.

*All final interview candidates will be subject to a DBS check as a pre-condition of a potential offer of employment. Any information found will be considered when making the final hiring decision. Please be aware that the background check process will not go ahead without your written consent.

Or, know someone who would be a perfect fit? Let them know!


Pannell House
GU1 4HN Guildford Directions info@semafone.com 0845 543 0822

More than just a job...

Here at Semafone it's all about delivery and we pride ourselves in providing a flexible working environment which aims to support our staff as they journey through their career.  

For country-specific benefits check out each job role, but what else do you get besides your all important salary?

  • Bespoke Discounts & Communications Hub

    perkSTIR is our internal communications hub which houses a whole host of retailer discounts where you can literally save £/$000's a year!

  • Work / Life Balance

    We offer excellent time off benefits and promote flexible working whenever we can.

  • Great Physical Space

    We've got fabulous new offices in all locations. All mod-cons and tech'd up to the rafters it's a technologist's dream location.

  • Team Events

    We regularly get together as either individual teams, location-specific or the whole business. A highlight is our annual offsite, 'FraudSTIR' which involves internal and external presentations, team-building activities and lots of opportunities for socialising!

Workplace & Culture


Our company values aren't just words on a page to us.  They're intrinsic to the way we operate and vital to our success.  When they're effectively demonstrated wonderful things happen, so it's no wonder we recruit to our values and culture.


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