Software Support Manager
Reporting into the Head of Customer Support this is a pivotal role to ensure technical timely and accurate responses to customer issues. The successful applicant will provide first class technical support to Customers for software issues raised from within the field. This role encompasses triage and handling of issues arising directly from the Customer Help Desk, Sales force and Software Team Leaders and Software Developers in Development. As Software Support Leader, the successful candidate will work closely with the Hardware Support Leader to cover the full range of Sepura Development support activities.
Responsibilities and tasks of this role include:
* Review and update customer raised software issues on a daily basis with the latest information from Development, Customer support and Sales
* Work closely with software development teams to carry out in-depth investigations of issues, identify root-causes and work-arounds, where applicable, and prioritise solutions within business needs
* For non-urgent problems, to propose and agree solutions and timescales within upcoming releases
* For urgent issues, to escalate where necessary, negotiate resources and plan the investigation, specification, implementation and testing of solutions
* To prepare timely, customer-facing technical status reports of impacts, investigations and outcomes
* Providing technical guidance to product management, development and support teams on the impact and resolution of customer alerts and support issues
* Provide technical back-up for the Customer Support team and co-ordinate support within the development team for investigation of software problems
* Assess impact and urgency of problems, obtain business cases and agree with senior management whether software re-releases are warranted
* Provide key account support to Operations and Development project management
Personal attributes and experience (Essential)
* Passion for embedded software and wireless communications
* To drive and unblock technical issues in a time-efficient manner
Understanding of customers needs and commercial drivers
* Ability to multi-task and strictly prioritise work
* Good analysis, numerical, written and verbal communications skills
* Able to act as a overall quality gatekeeper whilst remaining pragmatic to business needs
* Ability to consider issues from customer and product user perspectives
* Ability to work to a high level of quality and detail, having understood the „big picture”
Personal attributes and experience (Desirable)
* Proven team leadership, coordination and reporting skills
* Flexible approach to working in a transient, project-based environment
* Can do attitude, robust and able to cope with a broad based and demanding brief
* Data-driven decision maker
* Tenacity and an ability to probe issues and understand their root causes
* Good communication skills, both in writing and spoken formats
Technical skills and experience (Essential)
Candidates for this role should have experience and proven knowledge of some or all of the following:
* Support and maintenance of existing code for an established user-base
* Customer facing software development, technical enabling or hands-on support experience
* Knowledge of embedded C programming in a wireless telecom environment
* Experience of the full lifecycle of software development
* Experience in some of the following areas with knowledge of the remainder:
1. User-interface software
2. Device frameworks and drivers
3. Protocol stack software
4. DSP software
5. Windows and Linux desktop software
6. Positioning, GPS
Good degree in computing, engineering or related physical sciences
Technical Skills and Experience (Desirable)
The following skills, knowledge or experience would be beneficial for this role:
* Hands-on programming experience
* Software project management
* Software quality assurance and quality control
If you would like to apply for this role please forward your CV to recruitment@sepura.com
