Role: Software Customer Support Engineer – Industrial Electronic Products
Salary: £45,000 to £52,000 basic + great benefits
Hybrid: 3 days in the office – Potentially more opportunity to WFH more often than that some weeks, but this isn’t a remote job.
A leading global provider of advanced technology solutions is seeking a Software Customer Support Engineer to join their high‑performance service organisation. Their systems are used in cutting‑edge research and high‑volume manufacturing environments across sectors such as semiconductors, micro‑fabrication, medical devices, electric vehicles and emerging quantum technologies.
This role is ideal for an experienced Software Support Engineer, Field Service/Service Engineer, Technical Support Engineer or similar role, who thrives in complex technical environments and enjoys solving challenging software‑hardware issues.
You must have experience in software diagnosis for electronic products. A lot of the role will involve fixing software issues around Windows software for real‑time control systems.
Role Overview
You will act as the key link between Field Service Software Engineers and the Software Engineering team, providing expert support, leading escalations, and ensuring rapid resolution of complex issues. Your work will directly improve customer uptime, strengthen relationships, and drive continuous improvement across global operations.
Key Responsibilities
Advanced Software Support & Escalation
- Deliver second‑line software support for field service teams and customers.
- Lead high‑severity incident management and coordinate engineering responses.
- Diagnose complex software, hardware, and network issues via remote tools, phone, and email.
- Attend customer sites when issues require hands‑on expertise or relationship support. Their customers are based all over the world. Most things are fixed remotely, but you’re likely to travel once every couple of months.
Customer Training & Acceptance
- Demonstrate software during system acceptance and tender processes.
- Deliver training for customers and internal staff on new developments.
- Track critical installations and proactively manage risks.
Skills & Experience
Technical Skills
- Strong experience with real‑time control systems, diagnostics, and software‑hardware integration.
- Proficiency in some of the following:
– C++, C
– SQL / MySQL
– PLC programming
- Experience with Azure DevOps, GitHub, CI/CD pipelines.
- Knowledge of network protocols: TCP/IP, UDP, Modbus, EtherCAT.
- Ability to interpret electrical schematics and hardware interfaces.
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