Engineer, CPOMS Technical Support - Level 1

Engineer, CPOMS Technical Support - Level 1

Position Overview

The Level 1 Technical Support Engineer provides front-line technical support to customers, resolving a range of software and integration issues across the CPOMS suite of safeguarding products. This role serves as a key point of contact for school users and IT teams, handling technical queries that require strong troubleshooting and configuration skills. The engineer works closely with Level 2 engineers, escalating appropriately with detailed notes and replicable steps. You will help ensure the operational reliability of the platforms, support data syncing and connectivity, and maintain customer confidence through responsive, professional service.

Key Responsibilities

Technical Support

• Provide first-response technical analysis and troubleshooting of software and configuration issues across the CPOMS product suite.
• Resolve intermediate-level faults, such as user-side misconfigurations, syncing discrepancies, or device compatibility problems.
• Troubleshoot and verify data syncing between CPOMS products and Management Information Systems (MIS) such as SIMS, Arbor, and Bromcom.
• Assist in resolving issues related to API or integration tools under guidance from Level 2 support.
• Handle a variety of technical hardware issues, including multiple models of scanners, printers, and all-in-one PCs.
• Replicate common customer issues in demo/test environments for internal validation and root cause assessment.
• Escalate unresolved or complex system issues to Level 2 with clear replication steps, error messages, and diagnostic information.
• Maintain accuracy of data imports, syncs, and configurations under L1 parameters.
• Provide interim solutions or guidance while permanent fixes are in development.

Customer Service

• Deliver professional and timely support via Salesforce email, phone and chat.
• Maintain high levels of customer satisfaction through friendly, technically accurate responses.
• Guide users through feature functionality, helping them better understand and navigate CPOMS products.
• Maintain communication with users through the lifecycle of an issue, including follow-ups and closure summaries.

Collaboration & Communication

• Work collaboratively with the Level 2 team to ensure smooth escalation and knowledge sharing.
• Contribute to internal documentation by documenting common troubleshooting steps and workarounds.
• Log and classify technical support cases clearly and comprehensively within Salesforce.

Privacy & Compliance

• Adhere to data protection policies and privacy regulations when handling sensitive information.
• Complete mandatory safeguarding, privacy, and compliance training as required.

Professional Development

• Participate in performance reviews and regular training to enhance troubleshooting expertise and product familiarity.
• Stay informed of product releases, system updates, and known technical issues across all CPOMS platforms.
• Adapt quickly to product and process changes in a fast-paced environment with multiple products and release cycles.

Other

• Perform additional duties as requested by the Technical Support Manager or Lead Support Engineer.
• Understand and meet required KPI’s for the Support department.

Required Technical Knowledge & Skills

• Strong technical troubleshooting skills with demonstratable experience in a technical or support role.
• Solid understanding of IT concepts including software configuration, syncing, and basic system interactions.
• Excellent written and verbal communication, with attention to detail.
• Experience troubleshooting issues.
• Ability to manage workload efficiently in a hybrid/remote setting.

Preferred

• Associate’s Degree in IT or equivalent certifications.
• Experience supporting SaaS platforms, ideally in an education or EdTech environment.
• Familiarity with Salesforce or similar CRM tools.

What's in it for you?

• The chance to work within a team of hard-working, passionate people.
• Great job satisfaction from seeing the difference you make in the world of Safeguarding.
• A dedicated well-being team (who surprise us every now and then with yummy treats, social lunchtimes and much more!).
• Townhall meetings hosted by our parent company.
• Development Reviews (1 Month, 3 Month and 6 Months initially).
• Full Time Staff are entitled to 34 days paid holiday per annum (this includes 8 Bank and Public Holidays).
• Employee referral scheme for recommending a friend (once they’ve successfully completed their 6 month probationary period).
• Smart casual dress code.
• On-site parking.
• Company pension scheme.

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