Software Support Engineer

Job Description Are you excited by the world of print management software? We are too Do you dream about find-me printing, have strong knowledge of printing at the O/S layer, and know your Type 3 from Type 4 drivers? This is the role for you Reporting to an EMEA Support Team Lead, you'll ensure that our customers are equipped to maximise the use of our products. You’ll be an expert in the print space and work with our large ecosystem of partners to ensure PaperCut remains the market leader in print management. This is a full-time, hybrid role based in Bracknell with 3 days per week in the office. Some of the things you'll do You'll keep customers front of mind as you investigate, solve and escalate a variety of service issues. You'll work as part of a global support team responding to enquiries that come in via phone, email, web chat and forum support. You’ll build and nurture relationships with customers and partners; advocating for their needs through product decisions. You'll contribute to PaperCut's growing technical knowledge base and technical white papers. You’ll analyse trends across current tickets to identify opportunities to develop preventative solutions. You’ll share knowledge and mentor other team members to support skills development across the team. A little about you A reputation for 'wowing' customers with speedy and comprehensive replies. You have curiosity and an eagerness to see something through to completion, ensuring that the customer is happy and learning new things along the way. You’ll learn (or already know) how PaperCut products work and what problems they solve for our partners and customers. You want to positively impact your team by sharing your skills and experiences and be impactful even outside of your team and region. What else you can expect from us We're led by our values in everything we do - Caring, Honest, Intelligent and Nimble (CHIN). We are proud to be a true hybrid workplace that supports both in-person connection and flexibility. Our Bracknell office has its very own tree, arcade corner and unlimited espresso coffee. PaperCutters are eligible for an annual bonus where we Share the Success of our collective achievements. Generous workers' compensation coverage, private medical and leave options, including up to 18 weeks of parental leave. Empowered development options with a spend-as-you-like annual training budget. Our Diversity, Equity, Inclusion and Belonging programmes are highly visible day-to-day. More about PaperCut We like to say we're the most exciting company in the most boring part of IT. We're an award-winning market leader in Print Management solutions. Proudly B-Corp Certified, PaperCut helps hundreds of millions of people around the globe to minimise waste while having a secure and easy printing experience. Simply put, our code saves trees and in our 25 years, we have saved 360,000 trees and counting. Now through our Forest Positive programme, PaperCut Grows, we help customers turn their printed pages into newly planted trees. Now is an exciting time to join PaperCut as we accelerate the transition of our product suite to cloud and beyond. Our commitment to you Our hiring process lets you show off the very best version of yourself while learning all about us at the same time. Our pinky promise is a candidate experience that's enjoyable, thorough, and fair. That's our way of inspiring the world's brightest minds to become PaperCutters. As an equal-opportunity employer that values diversity and inclusion, we proudly encourage people from all walks of life to apply (even tea drinkers). We welcome you to highlight any alternative working arrangements you might need during your application. PaperCut is a proud 2024 Circle Back Initiative Employer – we commit to responding to every applicant.