Technical Support Engineer

The Technical Support Engineer will represent the voice of the customer and operate as a single point of contact, between the Field Application engineers and the Data Platforms engineers.

The Field Application Team primarily supports our Motion Applied customers in the factory and at the track, whilst the Data Platforms Team are the developers and testers of ATLAS (Advanced Telemetry Linked Acquisition System), part of the Motion Applied Off Car Systems.

This role will also work closely with our Telemetry, Control & Analytics Product Management Team, who are responsible for prioritising our Product Roadmap and maximise value for our customers.

The main purpose of this role is triaging, reproducing issues, and progressing technical 2nd line support tasks, raised by the governing bodies, racing teams and wider users of the Motion Applied Off Car Systems.

The Technical Support Engineer will develop valuable insight and technical exposure to the challenges our users face, developing a deep understanding of our software and how our customers use it. We are looking for someone who thrives to deliver excellent technical support, sometimes under challenging circumstances.

Motion Applied offers a hybrid working policy. This role will involve working co-located, in our Victoria Gate office at least 2 days per week, with the remainder will be remote working from home.

Principal Accountabilities

• Supporting and championing the ATLAS suite at a 2nd line technical support level, as a single point of contact between the Field Application engineers (1st line) and the Data Platforms engineers (3rd line). Responsibilities include:

• Capturing the right level of detail for issues, to support their effective troubleshooting

• Repeating, characterising, and demonstrating issues to the ATLAS 3rd line Engineers

• Using test environments to simulate trackside scenarios

• Testing and validation of issue solutions or new features developed

• Working with multiple internal teams to resolve issue

• Identifying and flagging gaps in our published support files

• Customer representation and support within the evolution of McLaren Applied Off Car Systems, such as our ATLAS data analysis software

• Ensuring customer representation within the process of prioritising and triaging issues

• Working closely with product, application, and development teams.

• Contribute to continuous improvement of our departmental procedures and service delivery

• Participate in team collaboration, best practice and developing our knowledge base, with specific focus on the interface between the development group and the customer facing activities

• Technical Support experience, preferably in a motorsport or fast paced environment

• Excellent communication skills across all mediums

• Ability to characterise software problems under pressure

• Ability to capture information quickly and accurately, with a detailed and methodical approach

• Ability to accurately interpret observations noted by our users and advise suitable solutions for them, or escalate appropriately

• Good understanding of the electronic elements of motorsport systems and powertrains, including the characteristics of typical sensors and actuators used in motorsport

• A systematic approach to debugging, with strict attention to detail

• Exposure to large, multi-threaded applications and high complexity systems, where data quality is key

• Minimum of an Upper Second-Class Honours Degree (2:1) in a relevant discipline. Equivalent experience also considered.

Desirable experience:

• Technical Support for Windows Desktop Applications (C# and .NET with Visual Studio)

• Experience using Helpdesk tools (ZenDesk / Azure Dev Ops, including integrations between them)

• Familiarity with Data analysis tools and ECU set-up tools

• Familiarity with building models in MATLAB and/or Simulink

In return for everything you bring to the table, we can ensure an exciting, challenging role in a dynamic business surrounded by some of the best people in their respective fields.

At Motion Applied we firmly believe it's the relationships and friendships we create while working that make us special. We're also aware that the world is changing and we are part of that change. We all want and need different things from our work and home lives, so, if you have commitments outside of work, we're open to talking through flexible working options that work for you and us.

• Annual leave (25 days + bank holidays, pro-rated for part time colleagues).
• Enhanced Company Maternity, Paternity and Adoption leave and pay.
• Flexible working policies, including Hybrid Working.
• Life assurance to the value of 4 times base salary
• Opportunity to join the Motion Applied Pension Plan
• Company funded individual private healthcare with the opportunity to extend to partner or spouse and/or dependents at a discounted rate.
• Electric car scheme - opportunity to drive a brand-new car in a more affordable way through this salary sacrifice scheme. Employees are eligible to join the scheme after successful competition of their probationary period.

At Motion Applied, we're accelerating the response to that change. Our vision is that our people and technologies will pioneer a better future. Our mission is to achieve breakthroughs in performance. We're at the cutting edge of innovation in industries including transportation and motorsport. We create solutions that drive efficiency and cost-effectiveness. We want to help to reduce the carbon footprint and become more sustainable., Motion Applied are a medium-sized tech firm spun out of McLaren Group. We're looking for people who will thrive in a non-hierarchical, growth-orientated company, self-starters who are flexible and somewhat entrepreneurial in their approach.