Customer Services Software Engineer

The Opportunity

We're looking for a Customer Services Software Engineer to help customers get the most from cutting-edge defence technology that protects the territory and airspace of NATO countries and their allies. This role is ideal for a software engineer who enjoys solving complex technical problems, working directly with customers and getting hands-on with existing codebases and live systems. You'll work closely with experienced engineering teams, develop deep knowledge of our products, and play a key role in supporting innovative surveillance, sensing and tracking technologies deployed around the world.

As a Customer Support Engineer, you'll be hands-on with debugging complex existing software systems, primarily in C++ and Linux environments and play a key role in customer success through troubleshooting with occasional international travel.

Who We Are

OpenWorks is a rapidly growing business operating globally with a passion for exceptional engineering and building on a legacy of defence innovation in the North East of England.

Our products provide ultra-high performance, real-time detection, tracking, identification and targeting of dynamic aerial threats. They have been deployed internationally to protect high profile military and civilian assets, and contribute towards the defeat of nuisance, misguided and maliciously deployed drones during operations.

We are very proud to have supported a wide range of law enforcement and military operators, protecting many of the most high profile sites and individuals around the world.

The amazing things we do are only possible because of a dedicated and passionate team.

Why You'll Love Working With Us

Join a high-energy, collaborative team where great ideas thrive, challenges are embraced, and people genuinely love what they do.

Here’s what our benefits have to offer:

Rewarding Success - Competitive salary and bonus package, with performance bonuses of up to 25% and clear opportunities for career progression.

Enhanced Pension – Up to 8% employer-matched contributions to help you plan for the future.

More Time to Recharge – 25 days holiday plus bank holidays, long-service rewards, and the option to buy up to 5 extra days.

Breakfast & Lunch on Us – Enjoy team breakfasts and freshly prepared lunches every day courtesy of Chef Mark and his team.

Health & Wellbeing – Private healthcare and life assurance for added peace of mind.

Sustainable Travel – Salary sacrifice schemes, including EV car and Cycle to Work options.

Team Socials – Regular events, from quiz nights and football to board games and more.

Learning & Growth – A culture that empowers you to challenge, grow and make an impact, plus a £250 annual learning budget to invest in the development that matters most to you.

What You'll Be Doing

• Technical Support: Act as a primary technical contact for customers, troubleshooting and resolving complex software issues.
• Customer Integration: Support customers during the integration of our product APIs into their own software environments.
• Problem Investigation: Investigate and diagnose issues in real time, including through remote sessions and live operational environments.
• Cross-Functional Collaboration: Work closely with the Core Software team and other internal teams to feedback issues and support ongoing product improvements.
• Customer Guidance: Provide clear technical guidance and support throughout the customer integration journey.
• Continuous Improvement: Contribute to the improvement of support processes and the overall customer experience.
• International Travel: Undertake occasional overseas travel to support customers on-site when required.

What We're Looking For

Essential

• Academic Background: A 2:1 degree or above in Engineering, Science, Mathematics, Computer Science or a related discipline.
• C++ Knowledge: Good working knowledge of C++.
• Linux Experience: Experience working within Linux environments.
• Software Debugging: Experience writing and debugging software, with the ability to work within existing codebases.
• Networking Knowledge: Understanding of networking and communication protocols, with the ability to diagnose and resolve integration and connectivity issues.
• Attention to Detail: Strong curiosity, creativity, and attention to detail.
• Communication Skills: Clear and effective written and verbal communication skills.
• Travel Flexibility: Willingness to travel overseas for short customer support trips.

Desirable

• Product Improvement Mindset: Ability to identify opportunities for product and process improvements.
• Troubleshooting Resilience: Persistence, patience, and resilience when working through complex technical and customer issues.

More About Us

Vision

Help protect the territory and airspace of NATO countries and their allies.

Mission

Be a world-leading provider of autonomous technology for Surveillance applications and Defence.

Values

Be a Good Egg: Earn respect, have mutual trust and be honest.

Do cool stuff: We develop cool tech with an awesome team, and we get stuff done.

Be empowered: We are autonomous, reliable and take personal responsibility.

We are one team: Look out for each other and the team.

Things go wrong: Fail fast, learn and move on.

Have fun: We’re doing amazing things with passionate people.