Remote Customer Engineering Lead

As a Customer Engineering Lead you will be integrated closely with the wider Engineering and Sales Engineering teams to provide both pre-emptive and ad-hoc support to customers using PQShield semiconductor IP and software library solutions. The primary responsibility of the Customer Engineering team is to provide first-line response to Customer tickets, and this Lead role is expected to set and maintain the standard. It is expected that the successful candidate will have experience directly resolving queries in at least one technical area, drawing on the engineering team where otherwise necessary, and will grow the function as our customer base expands. Strong communication skills are required, especially through internal and customer-facing tracking systems such as Jira/JSM and Confluence/Knowledge Base. The role will also support the assembly and secure delivery of IP/Libraries and associated updates to customers - knowledge of SFTPgo or similar file-sharing systems is a strong bonus. The role involves strong cross-team collaboration with software, firmware, and hardware IP teams to ensure that workarounds are viable and well-documented, and that fixes address the root-cause of problems. A secondary role of the team will involve experimenting with PQShield IP, acting as a "friendly customer", to provide technical and quality-of-life improvements and to ensure clarity and accuracy of deliverable documentation. The team will also provide support, when able, for the Product team to test roadmap assumptions for utility and maintainability.

Responsibilities:

• Managing customer issues in line with contracted SLAs
• Maintaining the company’s reputation for technical excellence and engineering support
• Post-delivery communication between engineering and customers
• Developing fixes and workarounds for issues in collaboration with the engineering team
• Collaborating with the engineering team to identify and holistically fix recurring or systematic issues at the root cause
• Working with test assets such as FPGAs, simulation environments, and customer platforms
• Acting as a "friendly customer" to stress-test production IP, pushing the limits to pre-emptively uncover quirks and flaws
• Occasional travel to customer premises, as required

Skills required:

• Required - experience working in a similar customer engineering / FAE role
• Proven ability to communicate complex technical details and workaround/update/upgrade pathways
• Required - experience in at least one relevant technical discipline e.g. Software development, embedded software / firmware development, ASIC implementation, RTL development / integration / verification
• Highly desirable - proven track record configuring, optimising, and managing issue tracking and customer delivery systems e.g. Jira Service Management, SFTPgo
• Desirable - direct experience integrating, implementing, or using cryptographic IP (e.g. in ASIC / FPGA / SW stack)
• Excellent empathetic skills
• Excellent analytical and problem-solving skills
• Curiosity, and a desire to break things

Some of the perks of working with us:

• Unparalleled opportunities to learn and accelerated career development.
• A collaborative, team environment with people who truly love what they do.
• Competitive salary and share option scheme.
• Flexible and hybrid working, and a working from home budget.
• Private health insurance for yourself and your family.
• 25 days annual leave.