Technical Manager - Customer Support

SRT Marine Systems plc (SRT) are a market leader in the domain of international marine surveillance technology and systems. We are a respected, established, and an ambitious multi-national company headquartered in the UK with a global customer base.

The company has a worldwide impact in the marine sector by leading the next generation of maritime domain awareness technologies "MDA", products, and systems that significantly enhance security, safety, environmental protection, and sustainability. Our customers are global 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 constantly seek to innovate in order 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 industry.

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 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 from our Bristol office with some flexibility for Hybrid working.  Our office is based in Bristol City Centre and therefore easily commutable.

Responsibilities - Technical Manager - Customer Support (not exhaustive):
 
Technical Leadership & System Expertise  
Become the CST technical authority on the MDA system
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
True root cause is identified (not a symptom or assumption)
Corrective actions are verified as effective and preventative actions are implemented and documented
Lead, coach and guide other CST engineers and technicians     
Continuous Improvement & Quality Assurance  
Analyse trends acrosstickets, 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 along with recommend and initiate improvements in process, documentation, and training    

Skills & Experience
 
Strong understanding of IT infrastructure: networks, firewalls, VLANs, servers, virtualisation, storage

Experience of diagnosing and resolving issues on complex integrated professional IT systems
Ability to interpret system logs, data flows, and performance…