Platform Support Engineer in London

Do you want to play a key role in supporting and improving a fast-scaling technology platform used by major fleet operators? Do you enjoy working directly with customers to diagnose and resolve complex technical issues across connected devices and cloud-based platforms? Have you worked with Linux environments and enjoy digging into logs to understand what’s really happening behind a system issue?

Exeros Technologies is a leading UK provider of vehicle safety, video telematics and AI-powered fleet solutions. For over 15 years, the company has been helping fleets reduce risk, improve compliance and enhance operational visibility through its advanced dash camera and video analytics products.

With recent investment from Pembroke VCT, Exeros is entering a transformational phase. Evolving from a hardware-led business into a SaaS-first, product-led enterprise built around its flagship platform, VideMatics, an AI-enhanced telematics solution redefining fleet intelligence.

Exeros partners with major organisations including the AA, National Highways, the RAC, TfL and Scottish Power among more than 200 other fleets. The company is now seeking an IT Project & Technical Support Engineer to support the delivery and reliability of its technology platforms while helping customers maximise the value of Exeros solutions.

As the company scales, we are looking for an IT Project & Technical Support Engineer to join our growing support team and play a key role in maintaining and improving customer-facing technical systems.

WHAT YOU WILL DO

This is a hands-on technical support role covering both our physical dashcam and DVR hardware and the VideMatics cloud platform. You will be the go-to person for diagnosing and resolving issues across the full stack from a camera that won’t connect, to a customer who can’t find their footage, to a platform configuration that needs sorting. You will split your time between customer-facing support and working closely with our internal engineering team on escalations and improvements. Full training on our specific hardware and platform will be provided during onboarding, what matters is that you have the technical foundation and the attitude to get up to speed quickly.

WHAT WE EXPECT OF YOU

• Onboarding of new customers onto the VideMatics platform - from initial account setup and device provisioning through to handover, ensuring customers are confident and operational from day one.
• Handle 2nd line technical support for customers across our dashcam and DVR product range - diagnosing hardware faults, connectivity issues and configuration problems.
• Support customers on our web platforms and mobile apps: device onboarding, account setup, event review, ADAS settings and reporting.
• Manage support tickets end-to-end, maintaining clear customer communication, driving timely resolution, and carrying out root cause analysis to prevent recurring issues.
• Share key findings from reported faults with the product and engineering teams.
• Supporting technical solutions that involve multiple hardware platforms and communication channels, including LAN/WAN, Firewalls, Windows Servers, TCP/IP.
• Work with the internal engineering team on escalations that require deeper platform or infrastructure investigation.
• Help new customers get set up: device provisioning, system configuration and initial acceptance checks.
• Write and maintain clear technical documentation troubleshooting guides, known issues, configuration references.
• Provide regular service summaries covering availability, incidents and changes.

KEY EXPERIENCE & SKILLS

• 3+ years of relevant experience in a technical support, IT support or field engineering role.
• Comfortable supporting both hardware and software.
• Experience with Linux, Windows server environments and Cloud services such as AWS.
• At ease working directly with customers - professional, patient and clear in your communication.
• Experience working with customer ticketing systems such as Freshdesk or similar.
• Organised and self-sufficient: able to manage a queue of tickets without needing to be chased.
• Quick to pick up new technology and comfortable learning proprietary systems on the job.
• Experience with project planning, stakeholder management, project documentation & change control procedures.

DESIRABLE SKILLS

• Experience with vehicle CCTV, dashcam, DVR or telematics systems.
• Familiarity with cloud platforms, SaaS support or REST API troubleshooting.
• Basic scripting ability (Bash, Python or PowerShell) for log parsing or simple automation.
• Strong ability to manage multiple technical issues and priorities simultaneously.
• Excellent problem solving and communication skills.

YOU ARE EXCEPTIONAL AT

• Meticulous organisation and maintaining a structured approach to technical work and project support.
• Presenting a highly professional demeanour when working with enterprise and blue-chip customers.
• Demonstrating positivity, tenacity and a customer-first mindset when resolving technical issues.
• Operating as a dynamic and self-motivated individual capable of working autonomously and driving continuous improvement.
• Learning new technologies quickly and actively developing new technical skills.
• Taking a hands-on approach to both hardware and software troubleshooting.
• Collaborating effectively with colleagues and contributing positively to a team environment.
• Showing genuine interest in vehicle technology and the commercial vehicle sector.
• Enjoying complex problem solving and continuously challenging yourself to find better solutions.

WHAT’S IN IT FOR YOU

As well as an inclusive, supportive place for you to work, we offer a range of benefits:

• Highly competitive salary with the opportunity to help shape the company’s future.
• 28 days paid annual leave (includes Christmas shutdown), excluding bank holidays.
• Exposure to the very latest vehicle technology with a learning and development budget for further professional development.
• Rapid internal progression opportunities.
• Location is onsite at our London office & warehouse facility. Hybrid considered upon completion of probation period.
• Recognition and rewards for doing great work and adhering to our values.