Responsibilities

Customer Support and Helpdesk

• Providing first and second line support to customers
• Remote and occasionally in-person support
• Managing escalation to senior colleagues, product centres or third parties
• Participation in a 24x7 support rota once requisite experience gained (additional standby payments apply)
• Performing proactive customer checks
• Contributing to and maintaining internal Knowledge Base
• Performing and consulting on SQL server database administration, including data integrity issues, troubleshooting, performance improvements and general system administration

Implementation Services

• Implementation of software on internal and customer test and live systems
• defining and executing configuration changes (creating and executing CCNs)
• system installation and configuration
• demonstration of products to existing and prospective customers.

Technical Leadership

• act as Technical Lead for implementation projects / major implementation projects, drawing out customer requirements and leading developers / other members of implementation team
• working with the Project Manager to direct assigned resources,
• acting as the main point of contact with the customer on technical issues,
• liaising with the development team to ensure the correct specification and delivery of custom code,
• handover from project to maintenance mode of operation
• providing technical guidance and direction to other team members.

Project Engineering:

• estimation of resource requirements
• system configuration design
• system configuration implementation using in-house tools
• documentation of project architecture
• completion of proposals including low level ad high level designs
• planning and delivering workshops for customers, prospects, and internal staff

Technical Pre-Sales and Bid support

• preparation and delivery of presentations and demonstrations
• contributing to and delivering technical bid responses, solution design and professional services estimates
• preparing ‘proof of concepts’
• assistance with seminars, exhibitions, and conferences

Team Leadership

• coordinate daily and weekly workload, including active involvement in planning meetings, daily standups, managing support rotas and approving holidays to ensure proper staffing levels for service delivery.
• coordinate and deliver induction programmes for new starters
• proactively monitor the output of new or more junior team members, providing steering and guidance, arranging mentoring and identifying training requirements as appropriate
• identify and monitor training plans and training records for staff
• deliver regular 1 to 1 meetings with junior team members
• ensure all team members understand and follow relevant Quality and Information Security processes
• recommend and enact updates to processes as appropriate

Customer and Service Management

• prepare monthly / regular service reports for customers as required
• attend and proactively contribute to service review meetings
• manage customer escalations, proactively communicating to stakeholders
• manage and monitor technical escalations to other teams
• work with project managers and other team leads to help ensure an efficient flow or work items through the development, test and release cycle.

#SIG2025 #LI-MC1 #LI-Hybrid

Education / Qualifications

Job Specifics

The job holder will have a strong technical and analytical aptitude, with a thorough practical knowledge of:

• Databases and SQL (preferably Microsoft SQL Server)
• Microsoft Operating Systems (client and server)
• Scripting languages (e.g., PowerShell)
• Working knowledge of networks and hardware
• Experience of working in an application support position for a software vendor

Highly desirable attributes

• Knowledge of JSON, XML
• Knowledge of operating in a Microsoft Azure based environment
• Experience with PowerBI or similar reporting tools
• In depth knowledge of Hexagon Safety applications, including I/CAD, OnCall, OnCall Planning & Response, Analytics
• Safety industry experience

Key Competencies

• Able to lead a team of engineers in the successful delivery of customer services /projects
• Excellent written and verbal communication skills
• Analytical problem-solving capability and the ability to analyse data and execute a resolution plan.
• Proven ability to work to deadlines and prioritise effectively
• Able to plan and carry out multiple work assignments
• Ability to work on own initiative and as part of a team
• A background in service delivery and the ability to understand contractual commitments and SLAs
• Improvement focus – aptitude for identifying, suggesting and implementing process improvements
• Ability to identify customer issues and interpolate into business opportunities.
• Full, preferably clean driving license.
• Ability to pass security clearance

Education and Experience Level

• Minimum of a 2:1 degree in an IT related subject or equivalent
• A minimum of 8 years’ related experience

#SIG2025 #LI-MC1 #LI-Hybrid

About Hexagon

Hexagon is a global leader in digital reality solutions, combining sensor, software and autonomous technologies. We are putting data to work to boost efficiency, productivity, quality and safety across industrial, manufacturing, infrastructure, public sector, and mobility applications. Our technologies are shaping production and people-related ecosystems to become increasingly connected and autonomous – ensuring a scalable, sustainable future.

Hexagon’s Safety, Infrastructure & Geospatial  division improves the resilience and sustainability of the world’s critical services and infrastructure. Our solutions turn complex data about people, places and assets into meaningful information and capabilities for better, faster decision-making in public safety, utilities, defense, transportation and government.

Hexagon (Nasdaq Stockholm: HEXA B) has approximately 25,000 employees in 50 countries and net sales of approximately 5.4bn EUR. Learn more at hexagon.com and follow us @HexagonAB. 

Everyone is welcome

At Hexagon, we believe that diverse and inclusive teams are critical to the success of our people and our business. Everyone is welcome—as an inclusive workplace, we do not discriminate. In fact, we embrace differences and are fully committed to creating equal opportunities, an inclusive environment, and fairness for all. 
 
Respect is the cornerstone of how we operate, so speak up and be yourself. You are valued here.