Technical Support Engineer

Iqgeo Uk Limited; Cambridge; Hybrid; GBP 30,000 - 60,000; Full time

Job summary

An established industry player is seeking a skilled Technical Support Engineer to enhance their dynamic Customer Support team. This exciting role involves supporting cutting-edge geospatial software solutions for a diverse global customer base. You'll be at the forefront of problem-solving, utilizing your technical expertise to assist clients with complex applications. With a focus on collaboration and communication, you will help customers navigate technical challenges while ensuring their satisfaction. If you're passionate about technology and eager to make a difference in the geospatial sector, this opportunity is perfect for you.

Benefits

25 days paid holiday

Charity/Volunteering day

Company-matched pension contributions

Private medical insurance

Health cash plan

Company life assurance

Incapacity benefit

Enhanced maternity leave policy

EV company car scheme

Cycle scheme

Qualifications

• 2+ years of experience in technical support and software delivery.
• Strong technical background in geospatial software solutions.

Responsibilities

• Support customers with IQGeo products in Utility and Telecommunications.
• Identify customer needs and resolve issues effectively.

Skills

Analytical Skills

Problem-Solving Skills

Customer Service Skills

Technical Support Experience

Communication Skills

Team Collaboration

Education

Degree in Computer Science

Equivalent Work Experience

Tools

Jira Service Management

Apache

OpenLayers

QGIS

Kubernetes

Docker

Linux

PostgreSQL

JavaScript

Python

Job description

The Customer Support department has an exciting opportunity for a skilled Technical Support Engineer to join IQGeo in an interesting role, supporting IQGeo’s end-to-end geospatial software solutions for our growing global customer base. This role joins a dynamic team that enjoys working with complex applications and products that utilize software, GIS (Geographic Information System), engineering, and problem-solving skills. The opening for this position will require working Saturday and Sunday business hours to support our growing Global customer base and new 24/7 Support packages.

The ideal Technical Support Engineer is a geospatial technical expert, experienced in configuration and implementation of technical solutions often requiring knowledge of complex integrations with 3rd party software systems, various middleware components, and custom software development as required by customers.

Supervisory Responsibilities

None

Duties/Responsibilities

As an integral part of the IQGeo Customer Support Team, the successful candidate will be a key contributor on the team by supporting IQGeo products for our customers in the Utility and Telecommunications markets. The role is expected to be capable of working independently, and as a team member, and should have a working knowledge of software implementation methodologies and troubleshooting skills. The key responsibilities include the following:

• Problem solving skills, providing consulting to clients based on current operational processes and their fit with IQGeo products.
• Excellent communicator, written and verbally.
• Support customers via multiple channels - phone, email, or case communication.
• Identify customer needs and help customers resolve issues or understand IQGeo product functionality.
• Finding solutions to often difficult or ambiguous problems.
• Follow up with customers to ensure their technical issues are resolved.
• Analyze and report product defects to the IQGeo Product Engineering Team.

Required Skills/Abilities

Successful candidates will be enthusiastic individuals with a strong technical and/or consulting background in general software delivery and support skills related to the following.

Essential skills:

• Proven experience in an external customer focused software / technical support role
• Excellent analytical and problem-solving skills
• Experience with customer service desk systems, such as Jira Service Management
• Strong experience with open-source software technologies (Apache, OpenLayers, QGIS)
• Experience with Kubernetes and Docker
• Experience with Linux System administration and bash scripting
• Experience with SQL and RDBMS technology (PostgreSQL)
• Knowledge of programming, scripting, or rules-based languages (JavaScript / Python)
• A self-motivated team player with a proven record of accomplishment building and maintaining strong relationships across departments.
• Ability to adapt between working independently and within a team.

Desirable skills include:

• Experience with GIS systems of record, such as IQGeo, Esri, Smallworld, or QGIS.
• Industry experience in either telecommunications, FTTH (Fiber To The Home), gas, or electric customers.
• Enterprise Integration, especially web services
• Collaboration systems, such as HubSpot, Jira Confluence or Microsoft SharePoint
• Mobile application support (iOS, Android, Windows)
• ETL (Extract, Transform, and Load) tools such as Safe Software’s FME or GeoKettle
• Git or other distributed version control systems

Education and Experience

• Degree in Computer Science, Engineering required or related field; or equivalent work experience is preferred.
• Minimum 2 years of comparable technology and industry experience.

What’s In it For You

• 25 days of paid holiday, with the opportunity to purchase further days up to a total of 30.
• Charity/Volunteering day each year.
• Company-matched pension contributions of up to 6% base salary.
• Private medical insurance.
• Health cash plan.
• Company life assurance (4x gross salary).
• Incapacity benefit.
• Enhanced maternity leave policy.
• EV company car scheme (salary sacrifice).
• Cycle scheme (salary sacrifice).
• Give as you earn charity scheme.
• Mentor program.

Flexible Working
We support hybrid and flexible working arrangements for all employees. We understand that life for many people involves school runs, care giving, or exercising!

Work Permits & Visas
You must already have the right to work permanently in the United Kingdom.
IQGeo is not able to sponsor work permits.

About IQGeo
IQGeo is based in Cambridge, UK with regional offices in the United States, Canada, Belgium, Germany, Malaysia, and Japan. We are supported by a global network of highly skilled partners. Originally founded as Ubisense Ltd in 2002, the IQGeo brand was launched in January 2019 after the company was split into two separate businesses. Led by a team of geospatial technology pioneers, the IQGeo Platform software was first launched in 2010 and has an impressive pedigree in the telco, communications, and utility industries. In 2020, IQGeo acquired OSPInsight, a provider of fiber network management software, and in 2022 IQGeo acquired Comsof, a world leader in automated network design, headquartered in Belgium.

Today, IQGeo is the leader in introducing modern web and mobile geospatial applications into the communications and utility industries.