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Be part of a team helping customers keep vital services running—securely and reliably.
As a Technical Support Engineer at AddSecure, you’ll be a trusted technical partner for our customers and a key link to our internal teams—solving issues hands-on while also contributing to testing and quality improvements across our web platforms.
AddSecure is a leading European provider of secure IoT connectivity and end-to-end solutions. We help customers optimise operations, drive business value, and protect vital functions. Our business unit Smart Alarms delivers secure monitored alarm transmission and reliable crisis communication solutions - helping organisations and rescue teams prevent incidents and respond when emergencies occur.
NGP (Next Generation Platform) Operations supports AddSecure’s customer-facing services and the internal systems behind secure alarm transmission, remote management, and dedicated connectivity.
As a Technical Support Engineer, you’ll be the go-to technical contact for ARCs and installers—handling T1/T2 troubleshooting across hardware, software, and platform features (including remote management and dedicated broadband). You’ll also contribute to product and feature testing to help improve our web platforms.
Technical support (T1/T2):
Handle T1/T2 technical cases via phone and email
Troubleshoot, resolve, and document cases; escalate to T3 when needed
Supportoring support installation companies with commissioning of new equipment
Customer setup & service administration:
Support ARCs with equipment and subscription administration (alarm grading changes, transfers, reactivations, cessations)
Onboard new ARC customers
Monitor equipment orders via AddSecure’s e-commerce portal and help resolve delivery/billing issues
Connectivity support:
Order and manage new broadband connections via AddSecure’s in-house ISP
Coordinate with BT/Openreach to support installations (fibre/copper hardware)
Manage broadband faults and escalate with BT/Openreach as required
Quality assurance & testing:
Define test cases/specifications with the team
Document outcomes and report defects
Track bugs and follow up on fixes
You are customer-focused, proactive, and steady under pressure. You enjoy investigating problems, taking ownership, and collaborating across teams. You communicate clearly – both with technical and non-technical stakeholders – and you document your work as you go.
We also believe you bring:
Strong service mindset and customer focus
Ability to work independently and as part of a team
Clear, concise spoken and written English
Calm, friendly, and professional telephone manner
High computer literacy and comfort working in ticket-based environments
Ability to investigate technical issues and explain them to different audiences
Understanding of how systems connect and interact
Basic awareness of handling confidential information securely
Basic understanding of LAN, WAN, and cellular networks
Education and experience
Essential:
Working knowledge of Microsoft Office
Undergraduate degree in a technical/science/engineering field
Or one of the following:
4+ years installing and maintaining safety-critical electronic equipment and/or commercial IoT devices, or
4+ years in a technical support desk role handling T1/T2 queries for commercial/business IT systems
Desirable:
Experience in B2B technical support
Experience with EN 50131 / EN 50136 compliant alarm equipment
Experience working for an ISP (B2B or B2C)
Familiarity with Salesforce
Intermediate Excel skills
Basic understanding of electronics and electrical safety
Clean driving licence
Willingness to work on an out-of-hours rota
Our employees are our greatest asset and for us it is of great importance to build a culture where our employees thrive and want to perform. You will be part of a motivated team in an international company. In addition, we offer:
Insurance package
Pension
25 days annual leave
Parking
Health care benefits
If you seek a company that encourages you to be yourself and to have fun at work, where your work contributes to a safer, smarter, and more sustainable world, then AddSecure might be your destination. Join our growing international team, where each day is an opportunity to make a real difference.
Would you like to take part in our journey? Apply by attaching your CV and answering a couple of questions, we look forward to receiving your application.
We work competence-based throughout the process, and this includes psychological tests, interviews, and reference taking. For this reason, we use Alva Lab's assessment methods to help us identify candidates most likely to thrive and fit the role.
We conduct background checks on all our employees, and you need to be eligible to work in UK. Successful applicants for this role may need to undergo additional or recurring background checks during their time with AddSecure.
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