L2​/L3-Support Engineer|Aerospace & Defense Engineering COTS

Role – L2/L2 support engineer-Aerospace & Defence and Engineering COTS Packages

Technology – ITIL Incident, Problem, Change, and Release Management, Database, Scripting, familiarity with COTS products in Aerospace & Defence and Engineering

Location – Stevenage, UK

Business Unit – IOT

Compensation – Competitive (including bonus)

Job Summary
We are seeking a support engineer who will be responsible for providing Level 2 and Level 3 technical support for a portfolio of Commercial Off-The-Shelf (COTS) engineering applications and product development applications, including CAD, ALM, MBSE (Model-Based Systems Engineering), Requirements Management and Simulation tools used across the Aerospace & Defense and Engineering domains.

Location & Security Requirements

• Candidates who have previously held Security Check (SC) Clearance or are eligible to obtain SC Clearance will be preferred.
• Candidate should be based within reasonable commuting distance of Stevenage, United Kingdom, or be willing to travel regularly to the Stevenage office/customer site as required.

Key Responsibilities

Application Support & Operations

• Provide L2/L3 support for engineering applications and associated integrations.
• Analyze and resolve complex incidents, service requests, and application-related issues.
• Perform root cause analysis (RCA) and implement permanent fixes for recurring problems.
• Manage application availability, performance monitoring, and health checks.
• Support upgrades, patches, hotfix deployments, and application migrations.
• Coordinate major incident resolution and provide technical leadership during critical outages.

Administration & Configuration

• Configure and maintain application environments, user access, roles, and permissions.
• Manage licenses, certificates, service accounts, and compliance requirements.
• Support environment validation, configuration management, and release activities.
• Maintain integrations between engineering applications and connected platforms.

Service Management

• Ensure SLA compliance for incident response and resolution.
• Drive Problem Management, Change Management, and Release Management activities.
• Maintain support documentation, SOPs, knowledge articles, and runbooks.
• Participate in CAB meetings and planned maintenance activities.

Stakeholder & Vendor Management

• Act as primary technical escalation point for customers and support teams.
• Coordinate with software vendors for issue resolution.
• Conduct regular service review meetings and provide status reporting to stakeholders.
• Collaborate with other support groups and business key users.

Leadership & Continuous Improvement

• Conduct Knowledge Transfer (KT) sessions.
• Identify automation opportunities and process improvements.
• Support transition, onboarding, and stabilization of new applications into AMS.

Required Technical Skills

• Creo Parametric, Creo View and Creo Illustrate administration and troubleshooting
• MATLAB administration and troubleshooting
• Arbortext Aerospace & Defense configuration and support
• IBM Engineering Lifecycle Manager
• IBM DOORS Requirements Management
• Cameo Teamwork Cloud / MBSE tools
• E3 Cable troubleshooting
• MOOD system administration and support

Technical Competencies

• Application installation, upgrades, and patch management
• User and access management
• License management and compliance monitoring
• Integration troubleshooting and log analysis
• ITIL Incident, Problem, Change, and Release Management
• Database fundamentals (SQL Server/Oracle)
• Scripting (Power Shell, APIs, Python preferred)

Experience Requirements

• Strong hands-on experience supporting CAD or aerospace engineering applications.
• Experience working in global AMS environments with SLA/KPI-driven support models.
• Strong customer-facing and stakeholder management skills.

Preferred / Good To Have Certifications

• ITIL Foundation / ITIL 4

Personal Skills

Besides the professional qualifications, we respect and place equal importance to the candidate’s personality which facilitates success in customer environments. Few traits we look for are:

• High analytical skills
• A high degree of initiative, flexibility and adaptability
• High customer orientation
• Good team engaging skills
• Quality awareness
• Good verbal and written communication skills
• Tran…