At a Glance
- Tasks: Support customers with cutting-edge defence tech and troubleshoot complex software issues.
- Company: Join OpenWorks, a global leader in defence innovation and technology.
- Benefits: Competitive salary, performance bonuses, private healthcare, and generous holiday allowance.
- Other info: Enjoy team socials, learning opportunities, and a collaborative work environment.
- Why this job: Make a real impact while working on innovative surveillance technologies.
- Qualifications: Degree in Engineering or related field, C++ and Linux experience required.
The predicted salary is between 40000 - 50000 £ per year.
Help customers get the most from cutting-edge defence technology that protects the territory and airspace of NATO countries and their allies. This role is ideal for a software engineer who enjoys solving complex technical problems, working directly with customers and getting hands-on with existing codebases and live systems. You’ll work closely with experienced engineering teams, develop deep knowledge of our products, and play a key role in supporting innovative surveillance, sensing and tracking technologies deployed around the world.
As a Customer Support Engineer you will debug complex existing software systems, primarily in C++ and Linux environments, and play a key role in customer success through troubleshooting with occasional international travel.
Who We Are
OpenWorks is a rapidly growing business operating globally with a passion for exceptional engineering and building on a legacy of defence innovation in the North East of England. Our products provide ultra-high performance, real-time detection, tracking, identification and targeting of dynamic aerial threats. They have been deployed internationally to protect high profile military and civilian assets, and contribute towards the defeat of nuisance, misguided and maliciously deployed drones during operations. We are very proud to have supported a wide range of law enforcement and military operators, protecting many of the most high profile sites and individuals around the world.
Why You’ll Love Working With Us
- Rewarding Success – Competitive salary and bonus package, with performance bonuses of up to 25% and clear opportunities for career progression.
- Enhanced Pension – Up to 8% employer-matched contributions to help you plan for the future.
- More Time to Recharge – 25 days holiday plus bank holidays, long-service rewards, and the option to buy up to 5 extra days.
- Breakfast & Lunch on Us – Enjoy team breakfasts and freshly prepared lunches every day courtesy of Chef Mark and his team.
- Health & Wellbeing – Private healthcare and life assurance for added peace of mind.
- Sustainable Travel – Salary sacrifice schemes, including EV car and Cycle to Work options.
- Team Socials – Regular events, from quiz nights and football to board games and more.
- Learning & Growth – A culture that empowers you to challenge, grow and make an impact, plus a £250 annual learning budget to invest in the development that matters most to you.
What You’ll Be Doing
- Technical Support – act as a primary technical contact for customers, troubleshooting and resolving complex software issues.
- Customer Integration – support customers during the integration of our product APIs into their own software environments.
- Problem Investigation – investigate and diagnose issues in real time, including through remote sessions and live operational environments.
- Cross-Functional Collaboration – work closely with the Core Software team and other internal teams to feedback issues and support ongoing product improvements.
- Customer Guidance – provide clear technical guidance and support throughout the customer integration journey.
- Continuous Improvement – contribute to the improvement of support processes and the overall customer experience.
- International Travel – undertake occasional overseas travel to support customers on-site when required.
Essential Requirements
- Academic Background – a 2:1 degree or above in Engineering, Science, Mathematics, Computer Science or a related discipline.
- C++ Knowledge – good working knowledge of C++.
- Linux Experience – experience working within Linux environments.
- Software Debugging – experience writing and debugging software, with the ability to work within existing codebases.
- Networking Knowledge – understanding of networking and communication protocols, with the ability to diagnose and resolve integration and connectivity issues.
- Attention to Detail – strong curiosity, creativity, and attention to detail.
- Communication Skills – clear and effective written and verbal communication skills.
- Travel Flexibility – willingness to travel overseas for short customer support trips.
Desirable
- Product Improvement Mindset – ability to identify opportunities for product and process improvements.
- Troubleshooting Resilience – persistence, patience, and resilience when working through complex technical and customer issues.
Our Vision, Mission & Values
Vision: Help protect the territory and airspace of NATO countries and their allies.
Mission: Be a world-leading provider of autonomous technology for Surveillance applications and Defence.
Values:
- Be a Good Egg – earn respect, have mutual trust and be honest.
- Do cool stuff – We develop cool tech with an awesome team, and we get stuff done.
- Be empowered – We are autonomous, reliable and take personal responsibility.
- We are one team – look out for each other and the team.
- Things go wrong – fail fast, learn and move on.
- Have fun – We're doing amazing things with passionate people.
Customer Services Software Engineer in Northumberland employer: OpenWorks Engineering Ltd
OpenWorks is an exceptional employer located in the North East of England, offering a dynamic work environment where innovation and collaboration thrive. With competitive salaries, generous benefits including enhanced pension contributions, private healthcare, and a strong focus on employee growth through a dedicated learning budget, we empower our team to excel in their careers while enjoying a vibrant workplace culture filled with social events and team meals. Join us to make a meaningful impact in the defence technology sector, supporting NATO countries and their allies with cutting-edge solutions.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Services Software Engineer in Northumberland
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at OpenWorks Engineering Ltd. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like OpenWorks Engineering Ltd before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Services Software Engineer in Northumberland
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to OpenWorks Engineering Ltd:Your cover letter is your chance to shine! Tell us why you want to work at OpenWorks Engineering Ltd specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at OpenWorks Engineering Ltd!
How to prepare for a job interview at OpenWorks Engineering Ltd
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
