Location: Hybrid, office Ashby de la Zouch, with travel to customer sites
Department: Customer Support EMEA
Reports To: Paul Jones
Job Type: Full Time / Permanent

ABOUT US

Cyncly is a global technology powerhouse with 2,400+ employees and 70,000+ customers across 100+ countries. Cyncly transforms the way customizable products and spaces are imagined, designed, sold, managed and made. Our end-to-end software solutions connect professional designers, retailers and manufacturers to the world’s largest repository of product content. Today, our business spans across the Kitchen & Bath, Furniture, Window, Glass & Door, and Flooring industries with operations in North & South America, Europe, Asia Pacific and Africa.
Cyncly brings over 30 years of experience to deliver more value for our customers through an expanded portfolio of end-to-end solutions. Our global presence allows us to provide world-class support and sales with a local touch, providing the best possible customer experience.
Cyncly is now embarking on an exciting journey as we continue to expand through strong organic growth and complementary acquisitions, backed by leading growth private equity firms specialized in technology.

ABOUT THE ROLE

We are seeking a proactive and technically skilled Installations Engineer to join our team, supporting the deployment and optimization of Cyncly software solutions within the Windows and Doors industry. This role combines hands-on technical work with customer-facing responsibilities, including onsite and remote installations, system upgrades, and second-line support.
You’ll work closely with our Support Desk, R&D, and customers to troubleshoot complex issues, integrate new machinery into production environments, and build tailored content such as material lists. You’ll also play a key role in onboarding and training new users, ensuring they get the most out of our software.
This is a field-based role with regular travel to customer sites across the UK and potentially internationally. While much of the work can be done remotely, you should be comfortable with flexible scheduling and occasional extended travel. In return, we offer a supportive environment with opportunities for professional growth , including being part of an initiative to introduce cutting-edge manufacturing technologies, cross-functional collaboration, and ongoing training to advance your technical and industry expertise.

KEY RESPONSIBILITIES

• Provide 2 nd line technical support to customers via email, chat, phone, and onsite visits.
• Troubleshoot and resolve software issues, bugs, and performance problems.
• Collaborate with R&D to escalate and resolve complex issues.
• Assist Support Desk team members resolve 1 st line technical support issues.
• Document support cases, solutions, and best practices in our knowledge base.
• Onsite and remote installations and upgrades of Cyncly Software products.
• Build content (Material Lists) for distribution to Cyncly customers.
• Manage integration of new machines into customer production facilities.
• Onboard and train new users on Cyncly software products.
• Monitor system performance and proactively identify potential issues.
• Participate in the improvement of support processes and tools.