Principle Support Engineer
2019-02-11 13:11:46
2019-04-02 23:59:59
- Wallingford, Oxfordshire
- £competitive
- 2nd Apr ’19
- Closed
The Company
Due to an expanding workload, they are seeking a Principal Support Engineer to join their Engineering Services Team to assist our customers and help develop our business in the UK, Europe and the Middle East. This is an exciting opportunity to join a global market-leading software company within the civil and environmental engineering field.
They are an innovative software company who specialise in providing tools for utilities, government agencies and engineering firms around the world to analyse infrastructure around water supply and drainage.
The Role
You will work alongside the sales team, the development team and product managers to shape the future direction of the software. They are looking for someone who is, or has the potential to be an industry figure, well known for being an authority within the water and asset management industries.
You can expect to grow and evolve within the role, as they are growing and entering new markets and the nature of software support is changing.
They understand that this is a highly specialist role and therefore are willing to discuss how the job can be shaped to reflect your experience, passion and strengths.
Below are some examples of the types of activity which the role will involve:
Technical Customer Support You would act as one of the principal support engineers within a small team, providing first line technical support by phone, email or web demonstration. Take ownership of enquiries and ensure that they are dealt with in a timely and professional manner. The support team are often the first point of contact for customers and therefore part of the role is to liaise with other departments, such as the software developers to ensure questions are answered and the views of customers are represented. You would mentor more junior members of the team.
Installation and Training An InfoAsset solution involves a combination of mobile collection devices and database storage options including desktop, server and cloud facilities. You will play a significant role in ensuring that all the various aspects are set up correctly and all the stake holders have the necessary knowledge to utilise them. This could be provided through a combination of standard and bespoke training, for which you will be responsible. This may involve some relocation to customers? offices for a few days.
Software Testing Work with the development team in testing new releases to ensure that new features and bug fixes are correctly implemented in the software. This is not the stereotypical view of software testing as repetitive and mundane, but rather ensuring that any new features meet the needs of customers.
Product Knowledge You will be encouraged to write technical documents explaining specific features of the software in great detail. You will also contribute articles of a broader nature, such as case studies on how customers are using the software.
Requirements
Candidates will ideally have a good understanding of InfoAsset or its predecessor InfoNet, however those with a more general knowledge of asset management software or asset management within the water industry will be strongly considered.
In particular, they would favour candidates with an understanding of:
- The management of data collected via mobile devices.
- The creation and maintenance of asset management plans.
- The analysis of data, to spot trends, identify anomalies or problems and to optimise processes.
- An enthusiasm for information technology (IT) to deal with the complexities of installing and licencing the software.
They are seeking an individual who is patient, engaging and knowledgeable when dealing with support enquiries. They should be outgoing and enthusiastic when conducting training, but also self-motivated, with an attention to detail when conducting software testing.
In addition, they are looking for someone with:
- Excellent communication skills including fluent spoken and written English and strong presentation skills.
- An ability to work with minimum supervision and to meet tight deadlines.
- Someone who is amiable and helpful when working in a team environment.