Field Service Engineer – Quantum Computing & AI Infra

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 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.