Technical Manager - Customer Support

SRT Marine Systems; United Kingdom; Hybrid; GBP 80,000 - 100,000; Full time

Job summary

A leading marine surveillance technology company in the UK is looking for a Technical Manager - Customer Support to oversee mission-critical systems used by clients worldwide. In this dynamic role, you'll lead a small team of technicians, resolving complex IT issues and ensuring system reliability. The ideal candidate will have a strong IT background, problem-solving skills, and the ability to translate technical concepts for diverse teams. This position is based in Bristol with hybrid work options.

Benefits

Highly Competitive Salary

Matched company pension contributions up to 5%

25 days annual leave

Career development opportunities

Company 'Get to know you' days

Qualifications

• Experience with networks, servers, and virtualization.
• Ability to solve complex issues on integrated IT systems.
• Comfortable with hands-on diagnostics and strategic analysis.

Responsibilities

• Become the technical authority on the MDA system.
• Lead problem solving for all system issues.
• Ensure root causes are identified and corrected.
• Drive initiatives for system improvement and reliability.

Skills

Strong understanding of IT infrastructure

Experience diagnosing complex IT systems

Ability to interpret system logs

Strong analytical mindset

Job description

SRT Marine Systems plc (SRT) are a market leader in its domain of international marine surveillance technology and systems. We are respected, established and an ambitious multi-national company headquartered in the UK with a global customer base. The company has a global impact in the marine domain by leading the next generation of Maritime Domain Awareness "MDA" technologies, products and systems that significantly enhance, security, safety and environment protection and sustainability. Our customers are worldwide and range from the largest national coast guards to individual vessel owners. SRT is an exciting company where high quality results are rewarded. We are ambitious and are constantly seeking to innovate to deliver better products and services to our customers. We strive to make SRT a rewarding and challenging place to work where talented hard-working individuals have the opportunity to make a real impact across the marine world.

Role Overview

The SRT MDA system is a sophisticated integrated IT system built around our proprietary GeoVS software, which is fully installed and operated on our customers' premises. It is constantly used for mission critical activities that vary from detection of smuggling to marine safety. The Technical Manager - Customer Support will be responsible for ensuring that our mission critical MDA "Maritime Domain Awareness" systems in active use by our customers are operating reliably and properly and any reported issues; or that we find through our own monitoring activities, are rapidly investigated, diagnosed and resolved. As the front‑line support for our systems and the point of first contact for our customers, this is a dynamic, fast paced and interesting role for an individual who is extremely inquisitive and technically talented. As our Technical Manager - Customer Support, you will not only be extremely "hands‑on" but also manage a small team of technicians who will support the customers own system support teams. The diversity of our systems and customers means the role will suit an ambitious person who has deep IT system and / or system engineering background coupled with a highly inquisitive nature, you will like to diagnose root causes and define and implement solutions quickly. You will become the expert on each system and its setup and be the go‑to person within SRT Customer Support! The role of Technical Manager - Customer Support role is based in our Bristol office with some flexibility for Hybrid working. Our office is based in Bristol City Centre and therefore easily commutable.

Responsibilities

• Become the CST technical authority on the MDA system, including (not exhaustive): GeoVS software architecture and functionality.
• System data sources, sensor integration (AIS, radar, satellite, cameras, radio, etc.).
• Network infrastructure, server environments, virtualisation, interfaces, and data pipelines.
• Translate complex technical concepts into clear guidance for CST engineers, customers, and cross‑functional teams.
• Own and maintain CST technical documentation, troubleshooting, and diagnostic frameworks.
• Advanced problem‑solving ownership.
• Lead and drive problem solving for all system issues.
• Ensure issues are not closed until the true root cause is identified (not a symptom or assumption).
• Verify corrective actions are effective and implement preventative actions.
• Lead, coach and guide other CST engineers and technicians.
• Continuous improvement & quality assurance: Analyse trends across tickets, events, and sensor/system performance to identify recurring patterns and systemic weaknesses.
• Drive initiatives to improve system uptime and reliability, data quality, installation and configuration standards, and recommend and initiate improvements in process, documentation, and training.

Skills & Experience

• Strong understanding of IT infrastructure: networks, firewalls, VLANs, servers, virtualisation, storage.
• Experience diagnosing and resolving issues on complex integrated professional IT systems.
• Ability to interpret system logs, data flows, and performance metrics.
• Strong analytical mindset with the ability to track, record, diagnose and resolve complex technical issues and eliminate recurrence.

About You

• Technically curious and self‑driven to understand why systems behave as they do.
• Comfortable in both hands‑on diagnostics and strategic‑level system analysis.
• Willing to be included in our 24/7 on‑call rota system.
• Calm, structured approach during high‑pressure incidents in an extremely fast‑paced engineering sector.

Benefits

• Highly Competitive Salary.
• Matched company pension contributions up to 5%.
• 25 days annual leave rising to 28 days with service.
• Career development opportunities.
• Company "Get to know you" days.

SRT Marine Systems plc are an equal opportunity employer. We are committed to creating an inclusive working environment for all employees and actively encourage applications from all sectors of the community.