Technical Support - Software Engineer

Technical Support Role - Software

Location: Cambourne, Cambridgeshire

Salary: £31,000 (+bonus)

Remote working: 3 days a week on site

Principal Purpose

A technical role to help manage the installation and support of FORUM, an Ophthalmology PACS software application and our Health Data Platform (HDP). This is a multifunctional role encompassing project management, pre-sales support and technical support. Technical support is provided to customers, sales teams and field service engineers via the telephone and remote support software.

Although this is an office-based role there will be occasional requirements to visit customer sites and provide support at major exhibitions (some overnight stays may be required).

Principal Elements

  • Provide technical support to customers, internal helpdesk engineers, sales colleagues and field service engineers:
    • Provide remote and telephone support
    • Diagnoses of software and device connectivity (network) problems
    • Application support
    • Software upgrades
  • Assist the Sales Team with FORUM and HDP opportunities:
    • Provide technical input for tenders, customer meetings & presentations
    • Review sales quotations for technical correctness
    • Attend customer meetings to provide technical input to the sales process
  • Project manage all aspects of FORUM installations and upgrades:
    • Supporting customers with the completion of project documentation
    • Providing technical specifications to customers and IT departments
    • Coordinating installation between customers and ZEISS teams
    • Installing software remotely
  • Providing IT, FORUM and HDP support to service engineers, helpdesk engineers and clinical trainers
  • Technical Project Administration
    • Maintain project documentation, project tracker and CRM
    • Creating & maintaining Customer Training Materials
  • Providing support to 3rd party suppliers