Technical Manager - Customer Support

Role Overview

The Technical Manager – Customer Support will be responsible for ensuring that our mission‑critical MDA systems are operating reliably, diagnosing and resolving reported and proactively detected issues, and providing front‑line support to customers. The role combines hands‑on systems work with leadership and ownership of a small team of technicians.

Responsibilities

• Serve as the technical authority on the GeOVS software architecture and functionality.
• Manage system data sources, sensor integration (AIS, radar, satellite, cameras, radio, etc.), network infrastructure, servers, virtualisation, interfaces, and data pipelines.
• Translate complex technical concepts into clear guidance for engineers, customers, and cross‑functional teams.
• Own and maintain technical documentation, troubleshooting, and diagnostic frameworks.
• Lead and drive problem solving for all system issues, ensuring root cause identification and verifying corrective actions.
• Lead, coach, and guide fellow engineers and technicians.
• Analyse trends across tickets and system performance, identify recurring patterns, and drive initiatives to improve uptime, reliability, data quality, and installation standards.

Skills & Experience

• Strong understanding of IT infrastructure: networks, firewalls, VLANs, servers, virtualisation, and storage.
• Experience diagnosing and resolving issues on complex integrated IT systems.
• Ability to interpret system logs, data flows, and performance metrics.
• Strong analytical mindset with the ability to track, record, diagnose, and resolve complex technical issues and eliminate recurrence.

About You

Technically curious, self‑driven and analytical. Comfortable with both hands‑on diagnostics and strategic system analysis. Willing to be part of our 24/7 on‑call rota. Calm and structured during high‑pressure incidents in a fast‑paced engineering environment.

Benefits

• Highly competitive salary.
• Matched company pension contributions up to 5%.
• 25 days annual leave, rising to 28 days with service.
• Career development opportunities.
• Company ‘Get to know you’ days.

EEO Statement

SRT Marine Systems plc is an equal opportunity employer. We are committed to creating an inclusive working environment for all employees and actively encourage applications from all sectors of the community.