Senior Software Support Engineer

Octave; Bruchsal; Hybrid; EUR 75.000 - 100.000; Vollzeit

Zusammenfassung

Octave in Bruchsal, Germany, is seeking a Senior Software Support Engineer to join the EMEA Services Support Team. You will provide best-in-class software application services and support for Octave’s Video Management Software and Enterprise Products, collaborating with Global Services, R&D and Account Teams.

The role requires an engineering degree, 6+ years in customer management and in implementing and troubleshooting security systems, plus fluent German and English.

Qualifikationen

• Engineering degree or equivalent.
• 6+ years in customer management.
• 6+ years implementing and troubleshooting security systems.
• Fluent German and English.
• Experience with Octave’s VMS is advantageous.

Aufgaben

• Diagnose and resolve highly complex technical issues across systems and integrations.
• Lead high-severity incident resolution, minimizing downtime.
• Quality assure patches and configurations before deployment.
• Ensure SLAs are met and communicate updates to non-technical stakeholders.
• Mentor junior/mid-level engineers and deputize for the Team Manager.
• Collaborate with Global Services, R&D and Account Teams.

Kenntnisse

Customer management

Technical troubleshooting

German and English fluent

Mentoring

Ausbildung

Engineering degree or equivalent

Jobbeschreibung

Responsibilities

Job Location (Short): Bruchsal, Germany
Workplace Type: Hybrid
Req Id: 3225

Responsibilities

At Octave, our physical security group develops software to safeguard your world. Our video, lidar and incident management solutions help our customers to quickly resolve incidents and minimize their impact. We are a global company headquartered in US, with services teams in the US, UK, India, Israel, Czech Republic and Germany. This role is ideal for someone who thrives in solving complex technical software problems, enjoys the challenge of helping the client, and who seeks senior responsibilities. Become part of our extraordinary team and help us create a safer world! We are growing and are looking for a Senior Software Support Engineer for our location in Bruchsal. In this role you will provide best in class support to our partners and customers worldwide. Become part of our unique and collaborative team and create a secure world with us!

Responsibilities

As a member of the EMEA Services Support Team, you will work in collaboration with the Global Services, R&D and Account Teams to provide best in class software application services and support for Octave’s Video Management Software and Enterprise Products. Main responsibilities include:

• Diagnose and resolve highly complex, escalated technical issues that cross multiple systems, databases, and integrations.
• Lead the resolution of high-severity incidents, minimizing downtime and business disruption managing customer and stakeholder expectations.
• Quality assure, test, review, and validate software patches, configurations, and hotfixes before deployment.
• Ensure that all support delivery targets and Service Level Agreements (SLAs) are consistently met.
• Translate complex technical issues into clear, business-contextualized updates for non-technical stakeholders and management.
• Act as a subject matter expert and mentor for junior and mid-level support engineers, fostering a culture of continuous technical learning. Deputise for the Team Manager.
• Is recognized as an advanced individual contributor and is considered a subject matter expert within the discipline.
• Work with internal stakeholders to implement initiatives that improve the experience the client has in interacting with Octave.

Education / Qualifications

• Engineering degree or equivalent
• 6+ years in customer management.
• 6+ years of professional experience in implementation and troubleshooting of security systems like CCTV, Access Control or Physical Security Management Systems.
• Previous experience working with Octave’s VMS is advantageous
• Proven knowledge of TCP/IP, network technology, operating systems (client/server), hardware (client/server).
• Knowledge in Network Technologies (TCP/IP)
• Security and/or Operational projects background in solution-oriented companies preferred.
• Entrepreneurial mindset.
• Understands the client business and technical environment.
• Enjoys independent thinking and analytical problem solving.
• Excellent communication and presentation skills
• Proactively identify potential challenges, resolve them, and prevent escalations.
• Fluent language skills in German and English.
• Enjoys working in a global team

About Octave

Octave provides mission-critical software that empowers organizations to make informed decisions across every stage of the asset lifecycle - Design, Build, Operate and Protect - where performance, safety, and reliability are non-negotiable and failure is not an option. Turning complex operational data into actionable intelligence, Octave connects expertise, real-world conditions and enterprise-scale insight to improve performance, resilience and incident response where it matters most. Octave has more than 7,000 employees in 45 countries. Learn more at octave.com and follow us on LinkedIn.

Why work for Octave?

All in. Always forward. That's the way we do things around here. We put trust in our people because we believe it's the best way to unleash potential, bring ideas to life, and keep moving ahead. And it's why we're committed to creating an environment that's truly supportive, providing you with the resources you need to support your ambitions, no matter who you are or where you are in the world.

Everyone is welcome

At Octave, we believe that diverse and inclusive teams are critical to the success of our people and our business.

Here, everyone is welcome.

As an inclusive workplace, we don't discriminate.

In fact, we embrace differences and are fully committed to creating equal opportunities, an inclusive environment, and fairness for all.

Respect is the cornerstone of how we operate, so speak up and be yourself.

You're valued here.