Customer Success Service Engineer

ORCA Computing Ltd; Greater London; Hybrid; GBP 52,000 - 76,000; Full time

Job summary

ORCA Computing Ltd is seeking a proactive Service Engineer/Technical Support specialist to own tickets, diagnose complex issues, and liaise with L3 engineers. The role involves pre-delivery surveys, on-site installation and commissioning, and ongoing servicing across international sites.

You will engage customers, document RCAs, contribute to knowledge base, and travel regularly outside the UK to support deployments of ORCA’s quantum-enabled HPC systems.

Qualifications

• Experience in technical support, field service, or service engineering with customer-facing exposure.
• Strong software troubleshooting in production Windows and Linux environments, log analysis, scripting, and networking issues.
• Experience owning tickets through to resolution with RCA and clear reporting.
• Excellent written and verbal communication; ability to explain technical issues clearly.
• Willingness to travel internationally on a regular basis and support outside UK hours.

Responsibilities

• Own technical support tickets; perform remote diagnostics, log review, issue reproduction, and fixes.
• Drive root cause analysis and produce RCAs and FARs with senior engineers.
• Bridge customers with L3 engineering; prepare escalation packages and lessons learned.
• Assist with pre-delivery site surveys and readiness checks for installations.
• Lead on-site installation, commissioning, and handover; provide training.
• Oversee on-site servicing, maintenance, and software/firmware updates.
• Engage with customers to maintain trust and manage expectations; support after-hours coverage.
• Contribute to service development; improve processes, tooling, and knowledge base content.
• Document customer-facing technical documentation (manuals, release notes, guides).

Skills

Technical support

Windows & Linux troubleshooting

Python scripting

Root cause analysis

Customer engagement

Willingness to travel

Education

Engineering/Physics/CS degree or equivalent

Tools

Python

Job description

ORCA Computing (“ORCA”) is at the forefront of a new era in high-performance computing, developing full-stack photonic quantum systems designed to transform how organisations tackle machine learning, generative AI, and complex optimisation challenges in data centre environments. Headquartered in London, ORCA has delivered eleven on-premises quantum computers worldwide – demonstrating that its technology is not theoretical but already delivering real world results.

At the core of ORCA’s innovation is its hybrid quantum-classical architecture, engineered for seamless integration into existing AI and HPC infrastructure. ORCA PT Series quantum systems are room temperature and rack-mounted which connect directly to GPU clusters via NVIDIA’s CUDA-Q platform, enabling accelerated AI workloads delivering advantages over traditional silicon-based systems. Backed by a strong portfolio of patent families spanning photonic integrated circuits, quantum memory, and multiplexing technologies, ORCA is enabling enterprises, research institutions, and HPC operators to unlock new levels of performance, efficiency, and scalability.

With the recent launch its next-generation PT-3 system, ORCA is entering a pivotal phase of growth and technological advancement. Its solutions are already being embedded into generative AI pipelines, delivering measurable improvements in model performance, while also addressing the rising energy demands of large-scale AI adoption. With a focus on practical deployment and a clear roadmap to fault-tolerant quantum computing, ORCA is leading the development and deployment of quantum technology, providing a commercially viable path to the future of computing.

What you’ ll do :

• Technical support (L2): You will take ownership of customer support tickets — triaging and validating incoming cases (including first-line helpdesk activity where needed), carrying out remote diagnostics, reviewing logs, reproducing issues, and applying fixes, patches, and configuration changes. The role is primarily focused on system software and network configuration, but includes basic hands-on hardware work.
• Root cause analysis & reporting: You will drive issues through to root cause, producing clear troubleshooting records, Root Cause Analyses (RCAs), and Failure Analysis Reports (FARs) with support from our L3 senior engineers, and presenting findings to customers where appropriate.
• Engineering liaison: You will bridge the gap between customers and our L3 engineering specialists with your experience with resourcing/technical project management — preparing complete escalation packages, working alongside senior engineers on complex issues, and feeding lessons learned back into our knowledge base.
• Pre-delivery & site surveys: You will support technical pre-delivery work for new systems, including conducting site surveys and confirming that customer facilities, power, networking, and environmental conditions are ready for installation.
• Installation, commissioning & handover: You will be on-site for system installation and commissioning, handing systems over to customers and delivering system operations training to their teams.
• Servicing & maintenance: You will manage and oversee on-site detector cryogenic servicing carried out by our specialist supply partner — preparing the ORCA system for service, bringing it back online afterwards, and handing it back to the customer. You will also carry out scheduled maintenance and install software and firmware updates.
• Customer engagement: You will build strong working relationships with customers’ technical and operational teams, working closely with our Customer Success Managers to keep customers informed, and bringing commercial awareness to every interaction. Whether on-site or remote, you will often be the only ORCA representative in the room, acting with professionalism, sound judgement, and confidence on the company’s behalf.
• Travel & extended-hours support: You will travel internationally on a regular basis to customer sites, and support customers outside UK business hours as part of our extended support coverage.
• Service development: You will help shape how ORCA’s service and support offering evolves as our install base grows — improving support processes, tooling, documentation, and knowledge base content, and feeding customer insight into how our service plans, maintenance, and training are delivered.
• Technical documentation: You will contribute to ORCA’s customer-facing technical documentation — including user manuals, release notes, site preparation and installation guides, operating and maintenance procedures, troubleshooting guides and FAQs, service bulletins, and training materials — making sure it reflects how customers actually use our systems.

What you’ll bring :

Essential skills and experience:

• Experience in a technical support, field service, or service engineering role, ideally supporting complex technical systems in a customer-facing setting.
• Strong software troubleshooting skills, including working in production Windows and Linux environments, analysing logs, scripting (ideally Python), and diagnosing networking and configuration issues.
• Experience owning support tickets through to resolution, including structured root cause analysis and clear technical reporting and documentation.
• Excellent written and verbal communication skills, with the confidence to engage customers directly, represent ORCA independently, and explain technical issues in plain language.
• Strong workload and information management skills, including prioritization, reporting and accurate record-keeping.
• Commercial awareness, and an understanding of how service quality shapes long-term customer relationships.
• Willingness to travel internationally on a regular basis, and flexibility to support customers outside UK business hours.

Nice to have :

• A degree in engineering, physics, computer science, or a related technical discipline, or equivalent practical experience.
• Experience in a deeptech, scientific instrumentation, HPC, or data centre environment.
• Experience with on-site installation, commissioning, or servicing of complex equipment.
• Experience writing customer-facing technical documentation, such as user manuals, release notes, or procedures.
• Familiarity with optics, photonics, or cryogenic systems.
• Some experience supporting SDKs or software applications, particularly Python-based tools (e.g. PyTorch).
• Experience configuring and debugging on-premise enterprise-grade network routers and switches for L2 and L3 connectivity
• An interest in quantum computing and new technologies more broadly.
• Customer focus: You enjoy working with customers, build trust quickly, and take pride in leaving them confident in their system and in ORCA.
• Problem solving: You have a can-do attitude and approach problems methodically, working through to the root cause rather than stopping at the symptom.
• Clear communication: You communicate clearly with everyone from customer users to senior engineers, and adapt your style to your audience.
• Team player: You work well as part of a small, close-knit team, share what you learn, and step in to help colleagues when needed.
• Curiosity: You’re eager to learn, interested in new technologies and systems, and keen to deepen your knowledge of ORCA’s photonic quantum computers, with ideas on how we can do things better as we grow.

Joining ORCA Computing offers the opportunity to work at the forefront of quantum technology, where innovation is already delivering real-world impact. Across commercial, operational, and product roles, you’ll collaborate with multidisciplinary teams to bring advanced quantum systems to market and help integrate quantum capabilities into modern AI and data centre ecosystems.

ORCA provides a rare chance to contribute to a pivotal moment in the evolution of computing. With a culture built on ownership, collaboration, and ambition, the company empowers individuals to solve complex challenges and shape how next-generation quantum technologies are developed, deployed, and scaled across industries – driving a more efficient and powerful future for AI and compute.