Senior Software Support & Escalation Manager

Oxford Instruments; West of England; On-site; GBP 70,000 - 100,000; Full time

Benefits offered by this job

Competitive starting salary

Structured career development

Good work-life balance

25 days annual leave

Early finish on Fridays

Private healthcare

Share incentive plan

Defined contribution pension

Flexible benefits

Job summary

Oxford Instruments in Severn Beach, Bristol, seeks a permanent Software Customer Service Manager to bridge Field Service Software Engineers and the Software Engineering team, accelerating issue resolution and continuous learning across global sites.

You will provide advanced software expertise, manage high-severity escalations, lead post-incident reviews, and support OIPT software for clients worldwide, building strong field relationships and driving improvement.

Qualifications

• Apprenticeship or degree in software/computing or related field.
• Semiconductor/advanced manufacturing experience.
• Experience with complex systems, log analysis and diagnostics, and software-hardware integration.
• Windows software and real-time control systems knowledge.
• Hardware interfacing knowledge is desirable.

Responsibilities

• Provide advanced software expertise and rapid escalation support to field service engineers.
• Lead incident command for high-severity issues across software, service, and engineering teams.
• Coordinate post-incident reviews and drive systemic improvements.
• Support global OIPT software with external staff and clients (EMEAI, Asia, US).
• Build trusted field relationships and enable two-way knowledge transfer.

Skills

Complex systems diagnostics

Software-hardware integration

Windows real-time control

Hardware interfacing

C#, .NET Core, WPF

C++, C, SQL (MySQL)

Azure DevOps

GitHub CI/CD

Networking: TCP/IP, UDP, Modbus, Ether

Semiconductor/manufacturing experience

Education

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

Tools

GitHub

Azure DevOps

PLC programming

Job description

Oxford Instruments in Severn Beach, Bristol, seeks a permanent Software Customer Service Manager to bridge Field Service Software Engineers and the Software Engineering team, accelerating issue resolution and continuous learning across global sites.

You will provide advanced software expertise, manage high-severity escalations, lead post-incident reviews, and support OIPT software for clients worldwide, building strong field relationships and driving improvement.