Technical Support Engineer

Kraken Technology Group Limited; Fareham; Hybrid; GBP 40,000 - 60,000; Full time

Benefits offered by this job

25 days holiday

Holiday buy/sell

Private medical insurance

Pension scheme

Life assurance

Income protection

Health care cash plan

Cycle to work

Electric car scheme

EAP

Membership reimbursement

Job summary

Kraken Works Limited is seeking a Technical Support Engineer in the UK to act as the dedicated engineering contact for complex customer issues. You will own the engineering support function, investigate faults beyond standard workflows, and drive them to root cause and resolution.

The role sits within the Systems Engineering team and involves remote and on-site support, working with Software, Electrical Design, Mechanical Design, IT & Security, and Customer Support.

Qualifications

• Degree, HND, or equivalent in an engineering discipline (Systems, Electrical/Electronic, Software, Mechanical, or similar).
• Proven experience in a technical role within an engineering business.
• Ability to understand and analyse complete system architectures, including: Mechanical, Electrical, Software, and networking.
• Strong structured, process-driven approach to problem solving.
• Excellent communication skills with a professional, customer-facing manner.

Responsibilities

• Own the engineering technical support function for complex customer issues.
• Investigate faults beyond standard troubleshooting workflows to identify root causes.
• Manage and maintain the technical support ticket database, including prioritisation, customer communication, and progress tracking.
• Perform trend analysis on support tickets to identify recurring issues.
• Provide remote and on-site technical support to customers as required.
• Coordinate support from subject matter experts across engineering disciplines.
• Document solutions and create technical guides to support future troubleshooting.
• Follow defined support processes while helping to improve them over time.
• Work closely with cross-functional teams to ensure solutions align with wider business and product goals.

Skills

Engineering degree

Systems thinking

Technical support

Customer communication

Cross-functional teamwork

Networking basics

Remote diagnostics

Documentation

Education

Engineering degree or equivalent

Tools

Remote support tools

Job description

We’re looking for a Technical Support Engineer to act as the dedicated engineering point of contact for complex customer support issues across Kraken’s systems.

This role sits within the Systems Engineering team and works closely with Software, Electrical Design, Mechanical Design, IT & Security, and Customer Support functions. You’ll take ownership of engineering‑level technical support, investigating issues that fall outside standard troubleshooting workflows and driving them through to root cause and resolution.

This is a highly analytical, customer‑facing role suited to someone who enjoys problem‑solving across hardware, software, and systems integration.

Responsibilities

• Owning the engineering technical support function for complex customer issues
• Investigating faults beyond standard troubleshooting workflows to identify root causes
• Managing and maintaining the technical support ticket database, including: Prioritisation, Customer communication, Progress tracking
• Performing trend analysis on support tickets to identify recurring issues
• Providing remote and on‑site technical support to customers as required
• Coordinating support from subject matter experts across engineering disciplines
• Recommending product, design, or process improvements based on support data and feedback
• Documenting solutions and creating technical guides to support future troubleshooting
• Following defined support processes while helping to improve them over time
• Working closely with cross‑functional teams to ensure solutions align with wider business and product goals

Qualifications & Experience

• Degree, HND, or equivalent in an engineering discipline (Systems, Electrical/Electronic, Software, Mechanical, or similar)
• Proven experience in a technical role within an engineering business
• Ability to understand and analyse complete system architectures, including: Mechanical systems, Electrical systems, Software and networking
• Strong structured, process‑driven approach to problem solving
• Excellent communication skills with a professional, customer‑facing manner
• Demonstrable systems thinking capability
• Strong IT skills
• Experience working within small, cross‑functional engineering teams
• Attention to detail with disciplined documentation and configuration management
• Experience in maritime, aerospace, or automotive industries
• Exposure to autonomous or robotic systems
• Knowledge of data networks such as CAN, IP, and serial communications
• Understanding of communication systems including: RF (HF, VHF, UHF, MANET) 4G / 5G Satellite communications
• Basic electrical engineering knowledge, particularly 12V / 24V vehicle systems, and electrical safety
• Experience using remote support tools and systems

Leadership & Soft Skills

• Takes ownership of issues and drives them through to resolution
• Communicates clearly with both technical teams and customers
• Applies strong judgement in complex, ambiguous situations
• Balances thorough investigation with timely customer supportMaintains professionalism and attention to detail at all times

Career Growth

• Work at the intersection of engineering, systems, and customer‑facing problem solving
• Gain deep exposure to complex, real‑world autonomous systems
• Influence product and system improvements through support insights
• Collaborate with specialists across software, systems, and hardware engineering

Benefits

• 25 days holiday per year, plus paid bank holiday
• After two years’ consecutive service, one additional day’s annual leave up to a maximum of five additional days annual leave
• Holiday buy/sell, up to five days per calendar year
• Flexi working, core hours 10:00 to 15:00, subject to departmental requirements
• Private Medical Insurance with optional family cover
• Pension scheme with a 5% employer contribution, there is no cap on the employee contribution level
• Life assurance 3x salary
• Group Income Protection 3x salary, subject to eligibility
• Health Care Cash Plan
• Cycle to Work Scheme
• Electric Car Scheme
• Employee Assistance Program (EAP) providing mental health and wellbeing support
• Professional membership reimbursement

Important to know:

Due to the nature of our work many of our roles require a UK nationality and the ability to obtain a security clearance. Applicants who accept a conditional offer of employment must meet the requirement of right to work in the UK and must meet eligibility requirements for access to classified information and will be subject to Government security checks.

Equal Opportunity Employer

Kraken Works Limited is proud to be an Equal Opportunity Employer. We are committed to maintaining a workplace that is free from unlawful discrimination and offers equal opportunities to all. Applications from individuals are encouraged regardless of age, disability, sex, gender reassignment, sexual orientation, pregnancy and maternity, race, religion or belief, and marriage and civil partnerships.