Application Engineer

About the role

Our customer support team is focused on providing expert technical advice, problem analysis, and application support to new and existing customers. This role will be involved in troubleshooting complex software/hardware issues, as well as writing a variety of technical knowledge articles and reports. There will also be application testing involved and a requirement to travel nationally/globally for specialised support/sales opportunities and to conduct training, both customer and on-boarding/continued education internal training.

What you'll do

• Research, resolve, and respond to a variety of customer technical issues, while also liaising with our engineering team to resolve software and hardware bugs discovered during support investigations.
• Support the sales team by meeting with our most important customers in person, and preparing them for customer engagements.
• Travelling to customer locations to support installation and configuration of Advanced Navigation solutions within customer applications.
• Collaborating with the Sales Team on the qualification, development and execution with the company's technical solutions that meet and exceed the customer's application and opportunities.
• Manage and maintain the dedicated regional loan pool in collaboration with Sales Operations.
• Organise and support customer loans both from a technical and administrative perspective.
• Analyse and problem solve high-level complex issues and provide in-depth technical assistance to account executives, engineers, and product managers.
• Facilitate and internally drive the RMA process from Head Office, also supporting the process for remote application engineers. 
• Create and maintain internal and external support documentation including policies, standard operating procedures, guidelines, knowledge articles and customer facing tools (GUI's and SDK's etc...).
• Develop and nurture successful long-term relationships with our customers by creating a best-in-class customer experience.
• Assist with training Support Application Engineers and Sales personnel globally.
• Support the creation of customer-facing material by other customer engagement teams including Marketing and Product through technical review and if necessary data collection through testing. 

Qualifications, skills & experience

• 3+ years of experience as a Solution/Application/Support Engineer or equivalent customer-facing role
• Experience supporting subsea or maritime is nice to have but not essential
• An ability to quickly communicate complex ideas in English around a technical topic, ideally on the fly at a whiteboard
• A dedication to delivering a great customer experience while being a creative problem-solver in response to technical, product, and business questions
• Experience working in support environments using integrated CRM systems as well as tools such as Matlab/Python for data analysis is beneficial
• Enjoyment in being in a fast-paced environment, to help customers accelerate their journey to creating an accurate position, velocity, acceleration and orientation under the most demanding conditions
• Effective presentation crafting and delivery skills
• A collaborative and team-oriented mindset for accomplishing goals
• Excellent written and verbal communication skills, must include English
• Excellent time management, driven to work quickly
• Strong attention to detail
• Effective presentation crafting and delivery skills experience is desirable
• Experience configuring and installing systems in marine applications is desirable
• Coding experience is desirable but not essential
• Must have studied at a higher education institution focused on engineering