Product Support EngineerNew
The opportunity
Product Support Engineering exists to maximise the operational availability of the Dive-XL fleet. We sit between the teams in the field who operate and sustain the system alongside our customers, and the engineering teams that design it.
What you'll do
Provide on-call engineering support to the teams operating and maintaining: fielded AUVs, including outside business hours on a rotating roster
Establish what happened from logs, telemetry, configuration and maintenance: history, bound the issue to a subsystem and failure mode and define workarounds that restore capability
Plan and lead root cause investigations to a defensible conclusion: systemic or isolated, and whether design, production, maintenance or operation induced
Chair Material Review Board dispositions and manage fleet-wide system: limitations, including whether to operate in a degraded state
Turn fleet data into engineering recommendations and requirements, and drive: those changes through the design teams
Build the monitoring, alerting and diagnostic tooling that surfaces problems: before the field reports them, and the run books and knowledge base that shorten every response
What they're looking for
- Author and distribute service bulletins, and track incorporation across the fleet to completion
- Create or approve operations, troubleshooting, incident response and maintenance publications
- Govern the as-maintained configuration and SBOM
