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Saab Global

Software Support Engineer (Hardware)

Fareham, United Kingdom of Great Britain and Northern Ireland
Closing date: 30 October 2023


Join Saab Seaye in creating the most innovative robotic technology for the harshest environment in the deepest oceans and most turbulent waters. We lead the world with the most advanced engineering, electronics and software systems for pioneering electric underwater technology.

We don’t just create products – we are revolutionising the underwater world. So come and be part of an innovative and agile team that is dedicated to smart and inspired technology that is rapidly changing the future of underwater robotics.

Job Purpose:

An exciting opportunity to join Saab Seaeye’s product support team, supporting a wide range of leading electric underwater robotic products around the world including Saab Seaeye’s new electric work class vehicle (eWROV) and new electric manipulator. The role is to complement the existing support team with a focus towards networks and software.

Key accountabilities and responsibilities:

  • Provide front line technical support to Saab Seaeye’s global customer base by e-mail, phone, remote desktop connections, as well as in person when required, with a focus on software, Ethernet & IP networking
  • Develop a thorough understanding of our bespoke hardware and software robotics architecture to enable high quality customer support
  • Provide technical support to internal stakeholders such as the aftersales team
  • Share the emergency 24hour support line with other team members *
  • Input into the software and product development roadmaps for better serviceability and maintainability
  • Assist in the development and implementation of a range of digital technical support tools including:
    • Remote support tools including augmented reality based tools / remote desktop applications
    • A knowledge base for technical support information and customer self-service portal in Jira / Confluence or similar
    • Analysis of product data and collation / management of the data using bespoke tools and off the shelf tools for support and product improvement
    • Further develop the internal bug reporting and change management systems in line with technical support best practice
  • Work with the training team to feedback support issues to update training material, manuals and knowledge base
  • Assist with training of customers and staff to ensure a high level of knowledge is gained with regards to all Saab Seaeye products
  • Liaise with sales departments on key issues affecting customer relationships
  • Personally manage critical issues that arise which will have significant impact on customer relations

General accountabilities and responsibilities:

  • To use personal judgement and initiative to develop effective and constructive solutions to challenges and obstacles in day to day activities and procedures within the specified role.
  • To maintain personal ability in, and appropriate use of, all relevant IT (Information and Technology) and other systems required to adequately perform the role.
  • To act ethically, with integrity and in the best interest of the business at all times
  • To maintain a professional and supportive relationship with team members and other departments in order to deliver business objectives or deadlines.
  • To carry out any other duties as detailed by a member of the management team or authorized representative.
  • To keep good time management to minimise any wasted time and maximise productivity and effectiveness.

Health & Safety responsibilities:

  • To ensure that the working area is a clean and safe environment in compliance with the 6S best practice and health and safety policies.
  • To ensure any equipment used is safe, within electrical test date and all guards and interlocks are working and in place.
  • To act safely and responsibly in line with company processes and Health and Safety procedures to ensure your safety and the safety of others.
  • To report any potential Health and safety hazards or violations to your supervisor/ line manager or directly to the QHSE manager.
  • To ensure any PPE or work wear required or provided for the job is worn and checked regularly for wear, and then reported when replacements required

Skills / Knowledge required

  • Experience of working with customers and customer support
  • A sound engineering background (ideally in electrical and electronics) as well as a software, or IT background
  • Working knowledge of computer systems including Windows 10/11
  • Appreciation of software systems and architectures
  • Working knowledge of networking principles (Ethernet and fibre optics)
  • Experience of remote support tools such as Teamviewer, VNC
  • Linux knowledge and experience desirable
  • Electrical / electronic fault finding experience desirable
  • Working practice of digital fault finding of bespoke protocols 
  • Experience with analysing product telemetry data to diagnose faults desirable
  • Ability / willingness to travel when necessary at short notice including to remote offshore locations (offshore training will be provided if not already certified)

To give an idea of the commitment, the 24hour emergency support line is for emergency use outside of normal business hours. Typically the line receives an average of 3-4 calls per week and monitoring of the phone is shared between a team of 4.