Luware

Technical Customer Success

• Provide engineering assistance for customer onboardings, including requirements workshops, solution design, configuration, and go-live support
• Provide L2/L3 technical support, taking full ownership of complex support cases through to resolution
• Troubleshoot and resolve technical issues across SaaS platforms and on-premises deployments, collaborating with development and cloud operations teams where needed
• Deliver technical documentation including high-level designs, network diagrams, test plans, and knowledge base articles
• Conduct customer and partner training sessions to maximise platform adoption and value
• Collaborate with sales and customer success teams to understand customer needs and drive positive outcomes
• Feed product insights and customer feedback back to product teams to influence the roadmap
• Support and mentor junior team members, reviewing their work and contributing to team capability

Customer Success Engineer

Administrative Assistant

• Serve as first point of contact for all office-related queries, issues, and visitors
• Maintain office presentation standards- tidiness, professional appearance, and a welcoming atmosphere for staff and guests
• Manage office access (alarm, key fobs, door attendance) for staff, visitors, and deliveries
• Restock consumables, beverages, and office materials; maintain inventory and stock keeping
• Manage office post, mail, and package deliveries
• Conduct office walkthroughs with new starters, including fire safety introductions
• Identify and manage repair needs; liaise with cleaners, handymen, and building management
• Manage all office contractors and suppliers, coordinating repair and maintenance work
• Conduct weekly fire alarm testing and maintain the fire alarm logbook
• Hold responsibility for office risk assessments (fire, health & safety) and mandatory H&S signage
• Serve as local Health & Safety representative and fire warden
• Participate in alarm monitoring (respond to office alarms via app, check CCTV, take further action if needed)
• Manage the office budget and track spending across categories
• Host clients at the office- prepare meeting rooms, provide refreshments, and ensure a great experience
• Manage office events end-to-end: order supplies and food, coordinate suppliers, organise on the day, and manage cleanup
• Manage relationships with local accommodation providers to maintain company rates
• Handle travel and accommodation bookings for the leadership team
• Provide occasional management support- preparing the office for on-site meetings, coordinating logistics for visiting executives, and helping high-stakes days run without a hitch

Office Manager

Support Engineer

• Helping customers with technical questions about the solution and how it integrates into their environment
• Responding to customer support queries
• Deliver high-quality support services to our customers
• Independent and efficient ownership of support queues
• Take full ownership and control of a support case without supervision while continuously improving the level of support to maintain customer satisfaction
• Recommend solutions to improve efficiency and productivity

Customer Success Engineer

Office Manager

Technical Support Specialist