Background
The world around us is experiencing significant change, the greatest in generations. 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 reduce the carbon footprint and become more sustainable. By applying our expertise, we deliver real benefits and pioneer a better future.
Purpose of the Role
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 Platform 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, responsible for prioritising our Product Roadmap and maximising value for our customers.
The main purpose of this role is triaging, reproducing issues, and progressing technical 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, building a deep understanding of our software and how 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 Duke's Court Office.
Principal Accountabilities
Supporting and championing the ATLAS suite at a 2 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
- 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 validating issue solutions or new features developed.
- Working with multiple internal teams to resolve issues.
- 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.
- Contributing to continuous improvement of departmental procedures and service delivery.
- Participating 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.
Knowledge, Skills, Qualifications and Experience Essential
- 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 users and advise suitable solutions or escalations.
- 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.
What we can offer you
- 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 a salary sacrifice scheme. Employees are eligible to join the scheme after successful completion of their probationary period.
Who we are
Motion Applied is a medium sized tech firm spun out of McLaren Group. We're looking for people who will thrive in a non hierarchical, growth oriented company, self starters who are flexible and somewhat entrepreneurial in their approach.
Diversity and Inclusion
Motion Applied is committed to Diversity, Equality and Inclusion (DEI) and promotes DEI in all we do. Motion Applied is also a member of the UK Government Disability Confident Scheme.