Field Software Support Engineer & Incident Lead

Oxford Instruments; West of England; Hybrid; GBP 60,000 - 90,000; Full time

Benefits offered by this job

25 days annual leave

Private healthcare

Share incentive plan

Group pension plan

Flexible benefits

Job summary

Oxford Instruments Plasma Technology seeks an experienced software specialist to support Customer Service Engineers in the field, resolving complex issues and maximizing uptime.

You will lead incidents, coordinate with software, service and communications teams, and drive continuous improvement with OIPT across global locations. This role enhances customer trust and protects revenue while improving field capabilities.

Qualifications

• Apprenticeship or degree in software, computing or a related field.
• Experience with semiconductor processes and complex systems.
• Knowledge of Windows software and real-time control systems.
• Experience with remote diagnostic tools and software-hardware integration.
• Ability to communicate with non-native English speakers.

Responsibilities

• Point of contact for escalated software troubleshooting.
• Act as incident lead during high-severity issues; coordinate software engineering, service, and comms; run post-incident reviews.
• Serve as go-to for advanced troubleshooting and coordination with software engineering.
• Support global HVM process, including Tiger Teams and Landing Team.
• Lead in L2 escalations to meet specifications.
• Visit customers where software issues impact relationships.
• Support peaks in EMEAI, ASIA or US requirements for acceptance.
• Collaborate with OIPT on Continuous Improvement Projects.
• Build trusted relationships with Service Engineers and provide 2nd line support.

Skills

Semiconductor experience

Diagnostics & log analysis

Windows real-time control

C# / .NET Core / WPF

C / C++

SQL (MySQL)

PLC programming

Azure DevOps

GitHub CI/CD

TCP/IP / Modbus / EtherCAT

Hardware interfacing

Education

Apprenticeship and/or Degree in Software, Computing or related field

Tools

None

Job description

Oxford Instruments Plasma Technology seeks an experienced software specialist to support Customer Service Engineers in the field, resolving complex issues and maximizing uptime.

You will lead incidents, coordinate with software, service and communications teams, and drive continuous improvement with OIPT across global locations. This role enhances customer trust and protects revenue while improving field capabilities.