Member of Technical Staff

Job ResponsibilitiesYour responsibilities will include diagnosing and resolving issues related to advanced satellite navigation test and simulation systems, troubleshooting component failures, addressing software bugs, resolving documentation issues, and providing guidance to customers. Effective communication of technical information to both technical and non-technical audiences is essential for ensuring customer satisfaction. In addition to providing direct support to customers, you will collaborate with our in-house engineering team to escalate and resolve complex technical issues. This collaboration is vital in maintaining the company's reputation for delivering innovative and reliable solutions to high-profile organizations worldwide. Primary responsibilitiesAs a member of Support Services, work with the global support team to provide customers and end users with product and technical support by performing the following duties: Respond to incoming Service Requests from customers, sales engineers and sales team via online portals/applications, email and telephone.Analyse reported problems, replicating and demonstrating them if needed, using appropriate dedicated support equipment.Suggest, prepare and deliver solutions to customers for both hardware and software problems.Liaise with software/hardware engineers to analyse and resolve complex customer issues and to report identified hardware or software design flaws.Complete and maintain records of customer issues, product defects, etc. using Spirent's CRM tools (Salesforce/Jira).Assist Professional Services (PS) team with delivery of PS engagements if required.On-site installation and technical support for Spirent customers when required.Provide level 1 hardware repair and calibration services for positioning, navigation and timing customers. Other responsibilities Assist in distribution of software and hardware upgrades to customers.Perform calibrations/integrations at customer sites on key product range when required.Generate special test scenarios from customer requests.Maintain literature available through the support website. Job RequirementsEducation BA, BEng or HND in appropriate Engineering discipline. Experience Essential: Demonstrable related experience in a high technology organisation.Direct experience providing technical customer support.Direct and recent experience using standard RF and other test equipment such as: Power MetersSpectrum analysersFrequency countersOscilloscopes Ability to read, analyse, and interpret technical manuals, RFCs, national and international standards, general business periodicals, professional journals, technical procedures, or regulations.Ability to write reports and business correspondence, effectively present information and respond to questions from managers, clients, customers, and the employees of the company. Desirable: Experience with the Linux OS.Appreciation of satellite navigation concepts (training will be provided, and on-going training as the candidate develops in the role).Experience with tools such as Salesforce and Jira. Behaviours: Sees value from collaboration.Seek and use feedback to develop and improve.Take ownership and responsibility of work activities.Identify and implement/communicate opportunities for change.Inspire, enable and empower those that you come in to contact with.Good communication and presentation skills.Proven problem-solving abilities.Flexible and dedicated approach. Must be able to work in a fast-paced environment and effectively manage multiple priorities. The role will be primarily working onsite at our Paignton office with occasional requirement to visit customer facilities, worldwide. You must have a willingness to travel within Europe and occasionally further afield, up to 20% of the time.