Who are we? Oxa is enabling the transition to self-driving vehicles through an initial focus on the most commercially advanced sector; the autonomous shuttling of goods and people.We are home to some of the world's leading experts on autonomous vehicles, creating solutions such as Oxa Driver, equipping vehicles with full self-driving functionality; Oxa MetaDriver, using Generative AI to accelerate and assure the safety of deployments; and Oxa Hub, a set of cloud-based offerings for autonomous fleet management. Our technology is being deployed across the UK and the U.S, and we're partnering with a fast-growing ecosystem of operators, vehicle OEMs and equipment makers serving autonomous transportation globally as it advances. Based in Oxford, and with offices in Canada and the U.S, Oxa was founded in 2014 and is growing rapidly (350+ 'Oxbots' to date). Our purpose is to change the way the Earth moves, through an uncompromising focus on safety, efficiency and explainability of our AI approaches. The company has attracted $225 million from leading investors so far, with $140 million raised in the last Series C funding round in January 2023. Your Role As a Customer Support Engineer within our Support team, you will play a critical role in delivering exceptional technical support and guidance to our customers. At Oxa, we use a tier-less support model:Your responsibilities will include troubleshooting, diagnosing, and resolving customer issues, all while ensuring an outstanding level of customer satisfaction. This role demands not only technical expertise and problem-solving skills but also exceptional communication abilities, deep empathy, and a proactive attitude. Strong customer support interaction is paramount, as it fosters trust and loyalty, and we seek someone who is passionate about delivering unparalleled customer service excellence. Responsibilities * Provide technical support and resolve customer requests via email, phone, and other communication channels. * Qualify incoming requests, including technical issues, questions, requests and other inquiries. * Prioritise requests with the appropriate level of urgency, and follow the appropriate procedure to address them in a timely and effective manner. * Diagnose and troubleshoot software, hardware, and network issues. * Guide customers through diagnostic and resolution procedures in a clear and concise manner. * Collaborate with different internal teams to identify and resolve issues. * Provide feedback on customer needs and product enhancements. * Develop and maintain a deep understanding of the company's products and services. * Document customer interactions, issues and solutions for future reference and knowledge sharing. * Create and maintain customer FAQs and Knowledge Base articles.