Technical Support Engineer - Systems & Robotics

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

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.