Software Customer Support Engineer - Industrial Electronic Products

Verso Recruitment Group; West of England; Hybrid; GBP 45,000 - 52,000; Full time

Benefits offered by this job

Great benefits

Job summary

Verso Recruitment Group is partnering with a leading global provider of advanced technology solutions to hire a Software Customer Support Engineer for industrial electronic products. The role focuses on second‑line software support, real-time control systems, and remote diagnostics for customers worldwide.

You will bridge Field Service Software Engineers and the Software Engineering team, leading escalations and ensuring rapid issue resolution.

Qualifications

• Experience in real-time control systems, diagnostics, and software-hardware integration.
• Proficiency with C++, C, SQL/MySQL, and PLC programming.
• Experience with Azure DevOps, GitHub, CI/CD pipelines.
• Knowledge of network protocols TCP/IP, UDP, Modbus, EtherCAT.
• Ability to interpret electrical schematics and hardware interfaces.

Responsibilities

• Deliver second-line software support for field service teams and customers.
• Lead high-severity incident management and coordinate engineering responses.
• Diagnose complex software, hardware, and network issues via remote tools, phone, and email.
• Attend customer sites when issues require hands-on expertise or relationship support; travel about once every couple of months.
• Demonstrate software during system acceptance and tender processes.
• Deliver training for customers and internal staff on new developments.
• Track critical installations and proactively manage risks.

Skills

C++

C

SQL / MySQL

PLC programming

Azure DevOps

GitHub

CI/CD

TCP/IP

EtherCAT

Tools

GitHub

Azure DevOps

Job description

Role: Software Customer Support Engineer – Industrial Electronic Products

Salary: £45,000 to £52,000 basic + great benefits

Hybrid: 3 days in the office - Potentially more opportunity to WFH more often than that some weeks, but this isn't a remote job.

A leading global provider of advanced technology solutions is seeking a Software Customer Support Engineer to join their high‑performance service organisation. Their systems are used in cutting‑edge research and high‑volume manufacturing environments across sectors such as semiconductors, micro‑fabrication, medical devices, electric vehicles and emerging quantum technologies.

This role is ideal for an experienced Software Support Engineer, Field Service/Service Engineer, Technical Support Engineer or similar role, who thrives in complex technical environments and enjoys solving challenging software‑hardware issues.

You must have experience in software diagnosis for electronic products. A lot of the role will involve fixing software issues around Windows software for real‑time control systems.

Role Overview

You will act as the key link between Field Service Software Engineers and the Software Engineering team, providing expert support, leading escalations, and ensuring rapid resolution of complex issues. Your work will directly improve customer uptime, strengthen relationships, and drive continuous improvement across global operations.

Key Responsibilities

Advanced Software Support & Escalation

• Deliver second‑line software support for field service teams and customers.
• Lead high‑severity incident management and coordinate engineering responses.
• Diagnose complex software, hardware, and network issues via remote tools, phone, and email.
• Attend customer sites when issues require hands‑on expertise or relationship support. Their customers are based all over the world. Most things are fixed remotely, but you’re likely to travel once every couple of months.

Customer Training & Acceptance

• Demonstrate software during system acceptance and tender processes.
• Deliver training for customers and internal staff on new developments.
• Track critical installations and proactively manage risks.

Skills & Experience

Technical Skills

• Strong experience with real‑time control systems, diagnostics, and software‑hardware integration.
• Proficiency in some of the following:

- C++, C

- SQL / MySQL

- PLC programming

• Experience with Azure DevOps, GitHub, CI/CD pipelines.
• Knowledge of network protocols: TCP/IP, UDP, Modbus, EtherCAT.
• Ability to interpret electrical schematics and hardware interfaces.