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Product Support Engineer Cambridge (Hybrid) About RealVNC® RealVNC® is the trusted remote access platform built by the original creators of VNC® technology. For over 25 years, we’ve powered the way the world connects remotely — enabling millions of professionals and engineers to work securely from anywhere. Our technology is used by leading global organizations including Intel, IBM, NASA, Shell, DreamWorks, and Philips. Our flagship product, VNC Connect, lets users securely access and control remote devices anywhere in the world as if they were sitting in front of them. It’s deployed across industries and use cases — from remote support and IT management to powering connected devices like medical ventilators, set-top boxes, and industrial machinery. Backed by Livingbridge since 2021, we’re investing heavily in our people and technology as we scale for the future. The Role We’re looking for an experienced Product Support Engineer to join our growing team and deliver exceptional technical support to our global customer base. You’ll take full ownership of customer issues — troubleshooting, diagnosing, and resolving complex problems while collaborating with our Engineering, Product, and Revenue teams to ensure a seamless customer experience. This is an exciting opportunity to be part of a high-performing team in a company that values innovation, collaboration, and continuous learning. What You’ll Do • Provide 2nd-line support for RealVNC products via phone, email, and chat, • Troubleshoot software installation, connectivity, and configuration issues, • Work closely with development teams to identify and resolve software bugs, • Maintain accurate customer records within our ticketing system, • Create and update support documentation and knowledge base articles, • Analyse customer feedback to drive product and process improvements, • Participate in an on-call weekday rota for urgent after-hours support About You You have proven experience providing technical support, ideally for remote access or networking technologies. You’re analytical, detail-oriented, and able to communicate complex ideas clearly and simply. Essential skills and experience: • Solid experience in technical product support, • Strong problem-solving and troubleshooting skills, • Excellent written and verbal communication, • Working knowledge of Windows, macOS, and Linux (including command line), • Understanding of networking protocols and security principles, • Experience using ticketing systems (e.g. Zendesk) and support tools, • Ability to write clear, user-friendly support content Desirable: • Experience supporting applications on Raspberry Pi, Android, or iOS, • Bachelor’s degree in Computer Science, IT, or related field, • Familiarity with VNC or other remote access technologies, • Experience working with RESTful APIs, • Knowledge of scripting languages (PowerShell, Bash, Python) Why Join Us? At RealVNC, you’ll be part of a collaborative, innovative team that’s shaping the future of remote access technology. You’ll have the opportunity to make a tangible impact and see your work directly contribute to our success. Benefits include: • Competitive salary and contributory pension, • EV car leasing scheme, • Private medical and dental cover