Overview

Join to apply for the Onboarding Engineer role at Smoothwall (part of the Qoria family).

Primarily working from home, you will be responsible for the successful planning, installation and handover of Smoothwall’s core cloud products into our customer base which is predominantly Education. The goal of the role is to ensure that customers have a positive experience with the product and are able to achieve their desired outcomes. You may be required from time to time to attend meetings at our Leeds office.

Responsibilities

• Guide customers through the process of implementing and using a new product or service.
• Understand customer needs and goals, and help them adopt the product successfully.
• Conduct initial planning of customer needs and requirements.
• Collaborate with customers to develop onboarding strategies and timelines.
• Provide training and support to help customers learn how to use the product effectively.
• Troubleshoot issues during onboarding and monitor customer progress.
• Provide ongoing support as needed and gather feedback to identify areas for improvement in the onboarding process.
• Collaborate with internal teams to ensure a smooth transition from onboarding to independent product use.

The key products you will work with include:

• Smoothwall Monitor
• Smoothwall Cloud Filter
• Smoothwall Cloud Reporting
• Smoothwall Classwize
• Smoothwall Pulse

What you will bring

While this position is not exclusively technical, it operates within technical environments and involves collaboration with technical personnel. A foundational understanding of the following tools and technologies is expected:

• Active Directory, GPO, DNS, DHCP
• MDM solutions (e.g., Jamf or Mosyle) for iPads/tablets
• Basic TCP/IP networking, proxy and routing experience

Additionally:

• Interest and confidence in new and emerging technologies
• Strong customer service and customer engagement skills
• Confident and professional communication with internal and external stakeholders
• Organised, methodical, and analytical
• Proactive problem-solving mentality
• Ability to quickly learn new skills and adapt to new systems, procedures and environments
• Experience working in schools, colleges or other educational institutions
• Experience of safeguarding technologies (e.g., filtering and monitoring)
• Understanding of safeguarding legislation applicable to schools
• UK driving licence and own transport
• 2 years of previous experience in a similar role
• Previous Smoothwall experience (desirable)

Why Smoothwall by Qoria

In this role, you can expect:

• Employee share scheme
• Enhanced holiday and family leave
• Opportunities to progress within the company and exposure to industry-leading tech

As part of our Support team, your work matters. You will help grow and nurture our membership and contribute to keeping children safe online.

We are looking for candidates with full working rights in the UK.

Additional information

Seniority level: Associate

Employment type: Full-time

Industry/Job function: Software Development and IT System Custom Software Development