Interview with Abbie Noke, Product Support Engineer here at Alderley

1. What is a product support engineer?
   A product support engineer provides technical support and assistance to customers and internal teams regarding the company’s software products.

2. What are your key responsibilities?
   In essence, I act as the bridge between the technical aspects of a product and the end users, ensuring that customers have a positive experience and that our software products meet their needs and expectations. This includes:

• • Troubleshooting and Issue Resolution: Identifying, diagnosing, and resolving technical issues customers encounter with products.
  • Customer Support: Assisting customers through various communication channels, such as phone, email, or online chat, to ensure their problems are resolved effectively and efficiently.
  • Technical Documentation: Creating and maintaining technical documents, manuals, and FAQs to help customers understand and use products effectively.
  • Training and Education: Providing training sessions and educational materials to customers and internal staff to ensure they are knowledgeable about the products.
  • Feedback Loop: Gathering feedback from customers and communicating it to the product development team to drive improvements and enhancements.
  • Collaboration: Working closely with other departments, such as engineering, sales, and quality assurance, to ensure a comprehensive approach to product support and development.

3. How long have you worked as a Product support engineer?
   I have been in my current role for just under 2 years.

4. What did your route to becoming a ‘product support engineer’ look like?
   I began by completing a system administrator apprenticeship not long after leaving college which allowed me to gain knowledge in customer service and various software products and procedures.  Over the years, I have enhanced my technical skill set including learning programming languages and troubleshooting techniques.

5. What do you enjoy most about your role?
   The ever-evolving nature of technology means there are always things to learn so I enjoy picking these up and being able to use them within my role.  I enjoy the variety of tasks I get involved in and take satisfaction when resolving customers’ issues.

6. What made you choose this as your career?
   The key reasons for choosing this as my career is due to having a passion for technology and the continuous learning opportunities.

7. What is it like to be a woman in engineering? Do you feel that your gender gives you a different perspective and experience from your male counterparts? Any advantages?
   Even though the industry is mainly male-driven, this hasn’t affected the roles I have been in, and I’ve always felt supported and a valid member of the team.  I can bring a unique perspective that fosters diversity in problem-solving and innovation, which I believe benefits the team as a whole.

8. What advice do you have for women interested in engineering? What kinds of practical experience should they have?  What technical skills should they pick up?
   Good practical experience in this industry would include good customer service and communications skills. Being able to communicate concisely and ensuring that the information is understood clearly. In terms of technical skills, understanding operating systems, software and hardware assists in troubleshooting and fixing issues that have been reported by the end users.

   I also found that learning programming languages assisted in troubleshooting and assisting customers.

9. What do you like to do outside of work?
   In my spare time, I like to travel and explore new places. You’ll often find me enjoying nature with my dog and camera!

If you’re interested in a career with us, please take a look at our latest vacancies here: www.alderley.com/careers