Technical Support Engineer

We’re looking for a Technical Support Engineer to act as the dedicated engineering point of contact for complex customer support issues across Kraken’s systems.This role sits within the Systems Engineering team and works closely with Software, Electrical Design, Mechanical Design, IT & Security, and Customer Support functions. You’ll take ownership of engineering-level technical support, investigating issues that fall outside standard troubleshooting workflows and driving them through to root cause and resolution.This is a highly analytical, customer-facing role suited to someone who enjoys problem-solving across hardware, software, and systems integration.ResponsibilitiesOwning the engineering technical support function for complex customer issuesInvestigating faults beyond standard troubleshooting workflows to identify root causesManaging and maintaining the technical support ticket database, including: Prioritisation, Customer communication, Progress trackingPerforming trend analysis

on support tickets to identify recurring issuesProviding remote and on-site technical support to customers as requiredCoordinating support from subject matter experts across engineering disciplinesRecommending product, design, or process improvements based on support data and feedbackDocumenting solutions and creating technical guides to support future troubleshootingFollowing defined support processes while helping to improve them over timeWorking closely with cross-functional teams to ensure solutions align with wider business and product goalsQualifications & ExperienceDegree, HND, or equivalent in an engineering discipline (Systems, Electrical/Electronic, Software, Mechanical, or similar)Proven experience in a technical role within an engineering businessAbility to understand and analyse complete system architectures, including: Mechanical systems, Electrical systems, Software and networkingStrong structured, process-driven approach to problem solvingExcellent communication skills with a professional, customer-facing mannerDemonstrable systems thinking capabilityStrong IT skillsExperience working within small, cross-functional engineering teamsAttention to detail with disciplined documentation and configuration managementExperience in maritime, aerospace, or automotive industriesExposure to autonomous or robotic systemsKnowledge of data networks such as CAN, IP, and serial communicationsUnderstanding of communication systems including: RF (HF, VHF, UHF, MANET) 4G / 5G Satellite communicationsBasic electrical engineering knowledge, particularly 12V / 24V vehicle systems, and electrical safetyExperience using remote support tools and systemsLeadership & Soft SkillsTakes ownership of issues and drives them through to resolutionCommunicates clearly with both technical teams and customersApplies strong judgement in complex, ambiguous situationsBalances thorough investigation with timely customer supportMaintains professionalism and attention to detail at all timesCareer GrowthWork at the intersection of engineering, systems, and customer-facing problem solvingGain deep exposure to complex, real-world autonomous systemsInfluence product and system improvements through support insightsCollaborate with specialists across software, systems, and hardware engineeringBenefits25 days holiday per year, plus paid bank holidayAfter two years’ consecutive service, one additional day’s annual leave up to a maximum of five additional days annual leaveHoliday buy/sell, up to five days per calendar yearFlexi working, core hours 10:00 to 15:00, subject to departmental requirementsPrivate Medical Insurance with optional family coverPension scheme with a 5% employer contribution, there is no cap on the employee contribution levelLife assurance 3x salaryGroup Income Protection 3x salary, subject to eligibilityHealth Care Cash PlanCycle to Work SchemeElectric Car SchemeEmployee Assistance Program (EAP) providing mental health and wellbeing supportProfessional membership reimbursementImportant to know:Due to the nature of our work many of our roles require a UK nationality and the ability to obtain a security clearance. Applicants who accept a conditional offer of employment must meet the requirement of right to work in the UK and must meet eligibility requirements for access to classified information and will be subject to Government security checks.Equal Opportunity EmployerKraken Works Limited is proud to be an Equal Opportunity Employer. We are committed to maintaining a workplace that is free from unlawful discrimination and offers equal opportunities to all. Applications from individuals are encouraged regardless of age, disability, sex, gender reassignment, sexual orientation, pregnancy and maternity, race, religion or belief, and marriage and civil partnerships. #J-18808-Ljbffr