Software Support Engineer

The Company

Founded in 2009, Cubic Telecom has grown to become one of the leading providers of connectivity solutions and analytics services that help vehicle and IoT device manufacturers manage and grow revenue streams. Fast paced, smart and continually seeking new ideas. That's us, is it you? At Cubic Telecom, you will find an environment filled with energy and collaboration, where we set out every day to improve not just the world, but ourselves and each other.

We believe in leadership that supports empowerment and responsibility, while recognising and developing leadership qualities across Our Team. Together we bring out the best in each other. We look for people who are results focused, empathetic, visionary, empowering, and who ‘champion’ our cultures and values.

The Role

We are seeking an experienced Senior Software Support Engineer to help maintain and improve the reliability of Cubic’s software platform, ensuring our IoT and automotive solutions remain stable and performant. In this role, you will be the critical link between our development teams and customers, helping to diagnose and resolve software-related issues. You will investigate and troubleshoot escalated problems, guide and support other engineers, and contribute to the overall improvement of our platform.

This role requires a hands-on approach, where you’ll be actively involved in debugging and problem-solving, as well as mentoring other engineers. Your focus will be on ensuring the software platform runs smoothly, troubleshooting incidents in real-time, and driving long-term improvements through proactive issue identification and resolution. You will also have opportunities to influence future product enhancements based on the issues you encounter and resolve.

Responsibilities

• Own and drive resolution of complex software issues. You will take responsibility for identifying and troubleshooting software problems, collaborating with developers to resolve bugs and performance issues, especially those escalated by the App Support team.
• Using tools like New Relic and DataDog, you will monitor system performance, react to alerts, and ensure issues are addressed swiftly to maintain uptime and system reliability.
• Perform deep analysis of recurring or critical incidents, identifying root causes, and working with development and product teams to implement long-term solutions and avoid future issues.
• During critical software incidents, you will coordinate with the development, App Support, and DevOps teams to quickly identify and resolve issues, minimising customer impact.
• Actively participate in debugging and resolving issues across Cubic’s platforms, leveraging your technical skills in full-stack development, SQL, and cloud infrastructures (Azure).
• Collaborate with cross-functional teams to drive continuous improvement initiatives. Identify inefficiencies, refine support processes, and contribute to a culture of continuous improvement. Provide insights into software weaknesses that could be improved in future development cycles.
• Share your expertise with other engineers, helping them develop troubleshooting and debugging skills through hands-on guidance.
• Contribute to the development of monitoring and alerting systems by helping to refine and enhance performance monitoring strategies to detect anomalies earlier and prevent incidents before they escalate.
• Ensure that all customer interactions, issue resolutions, and troubleshooting efforts are accurately documented in tools like JIRA. Maintain up-to-date knowledge base articles, technical documentation, and best practices for future reference.
• Work closely with product owners, developers, DevOps, and App Support to ensure customer and operational needs are met, while influencing future development efforts based on recurring issues and RCA findings.
• Lead or contribute to post-incident reviews, ensuring lessons are learned, preventive measures are put in place, and improvements are implemented.

Essential Experience and Qualifications

• 3+ years of experience in a software support or development role, with a strong background in troubleshooting and resolving complex software issues.
• Expertise in full-stack development and debugging using technologies such as C# and .NET, with an understanding of front-end and back-end systems.
• Strong experience with cloud infrastructure platforms, especially Microsoft Azure, including monitoring, alerting, and resolving cloud-based application issues.
• Familiarity with SQL and relational databases, with the ability to troubleshoot performance issues and execute queries, as well as experience with NoSQL databases like CosmosDB, particularly in cloud environments.
• Proven experience using APM tools and monitoring solutions such as New Relic, DataDog, or similar, to track, analyse, and improve platform performance.
• Excellent communication skills, both written and verbal, with the ability to explain technical issues to various stakeholders, from junior engineers to business teams.
• A proven ability to take ownership of critical issues, manage incidents, and see problems through to resolution, including performing thorough root cause analyses.
• A collaborative and proactive approach: Comfortable working cross-functionally to solve problems, improve processes, and share knowledge.
• Strong attention to detail and organisational skills, ensuring work is well documented and knowledge is shared across the team.
• A curious nature, demonstrating a passion for understanding how systems work, finding long-term solutions to recurring problems and the determination to keep investigating until the underlying issue is uncovered.

Desired Experience and Qualifications

• Experience working in the telecommunications or IoT industry.
• Familiarity with REST APIs, message-based architectures, and distributed systems.
• Knowledge of Agile/Scrum methodologies and experience with CI/CD pipelines in Azure DevOps.
• Previous exposure to automated testing and quality assurance frameworks, with a keen eye for spotting potential performance bottlenecks and bugs.
• Understanding of networking principles and protocols, especially in distributed cloud environments, and their potential impact on software performance.
• Familiarity with multi-IMSI solutions, and eUICC SIM profile downloads.

• 25 days annual leave + 2 company days
• Health Insurance
• Pension Contribution
• Income Protection
• ESOP
• Tax saver scheme
• Bike to work scheme
• Sports and social activities
• Great annual office outings (Summer BBQ, Christmas party, charity runs)
• Bits & Bobs days (Half day every quarter to get your Bits & Bobs done)
• Learning and Development Opportunities

Cubic Telecom is an equal opportunities employer and committed to fostering a diverse and inclusive workplace.