Software Support Engineer/Professional Services Engineer

Here at Allied Universal Electronic Monitoring we have an exciting opportunity for an experienced Professional Services Engineer to join our business. If you are looking to join a dynamic, innovative fast paced organisations that is a leader in cutting-edge monitoring solutions, then this opportunity could be for you.

Allied Universal Electronic Monitoring is the industry leading technology and service company offering law enforcement and government agencies the widest variety of cutting-edge monitoring solutions. Operating in over 35 countries, we leverage an international network of expertise and resources in order to deliver a unique solution. With nearly 30 years of industry experience in providing innovative technology solutions and first-class service, our latest electronic monitoring technologies provide solutions that aim to ensure the safety of our communities, provide an alternative to incarceration, reduce prison, overcrowding, lower recidivism and improve reintegration. We enable our customers to effectively monitor approximately 140,000 participants every day. This includes many of the world's largest electronic monitoring programs.

The Professional Service Engineer is an exciting role within our organisation providing technical expertise to clients in implementing and customising the products and services, providing tailored solutions.  Ensuring successful integration within the clients existing systems, and focusing on maximising the value clients receive from the products & services. 

Key Responsibilities/Accountabilities

• Understanding client needs, gathering requirements, and designing customised solutions to address specific challenges. 

• Installing, configuring, and deploying company products or services in client environments. 

• Assisting with data transfer from existing systems to the new solution. 

• Integrating the company's product with other client systems and applications. 

• Identify solutions to improve application availability and stabilise customer experience.

• Providing training to clients on how to use the product effectively. 

• Diagnosing and resolving technical issues that arise during implementation or post-deployment. 

• Overseeing project timelines, deliverables, and ensuring successful project completion. 

• Staying current with the latest product features, industry trends, and best practices.

• Serve as a trusted advisor to clients, offering strategic guidance, best practices, and insights to help them derive the maximum value from our product.

• Conduct regular progress updates, status meetings, and post-implementation reviews with clients to ensure their satisfaction or identify areas for improvement, serving as the internal and external point of contact for client escalations.

• Collaborate with the development and support teams, promptly escalating and resolving technical issues or system discrepancies to maintain smooth operations for clients.

• Work closely with the development team, as well as responsibility for coding the automation of deployment, monitoring and resiliency.

Key Competencies

• Strong technical knowledge of the company's product or service 

• Excellent communication and presentation skills 

• Problem-solving and analytical skills to identify and resolve technical issues 

• Customer service orientation to build strong client relationships 

• Ability to work independently and as part of a team 

Skills and Knowledge

Essential

• Proven track record of delivering complex technical solutions, specifically with endpoint security products.

• Software debugging skills

• Knowledge of web technologies, API’s and data integration techniques.

• Solid understanding of system architecture, network protocols and google could platform.

• Experience with infrastructure security

Desirable

• Experience in supporting troubleshooting of SaaS-based security and/or endpoint agent technologies.

• Understanding of data classification methodologies and techniques to identify sensitive data types and define appropriate DLP policies.

• Experience with server configuration automation (Ansible / Terraform)

• Scripting skills (Python/Bash)

What we offer

• Salary: Competitive
• Working Model: Whilst the role is considered site based we do enjoy the benefit of some hybrid working but the successful candidate should be prepared to work from our site in Leicester.
• Time Off: 25 days annual leave plus bank holidays, with option to buy 5 additional days based on eligibility.
• Pension Scheme.
• Health & Security: Life insurance (Death in Service) scheme and company sick pay (based on length of employment).
• Everyday perks: Access to our company benefits portal through Perks at Work, which includes offerings like eye care vouchers, discounted gift cards, and much more.
• Development & Training: You will have access to internal learning and development programmes and access to Udemy for dedicated training to support you in your role. You will be joining a growing business which offers opportunities for career development.

Next Steps

If you are excited by this role and feel that you have the skills we are looking for then please submit your CV to us for our consideration. Our process includes an initial online discussion and then a second onsite interview.