Support Engineer

SeeChange is a dynamic startup revolutionizing Vision AI technology. With a team boasting over 436 years of combined expertise and €45 million in platform investment, they’ve secured 15 patents (and counting). Their mission is to empower people through technology by integrating Vision AI into existing systems, enabling customers to see what's important and change outcomes. 

Role Overview
We are looking for a Support Engineer to join our dynamic team. This role focuses on maintaining and improving the performance of SeeChange's application stack by:

• Providing third-line support to customers, managing reported issues throughout their lifecycle and maintaining customer communications throughout.


• Collaborating closely with engineering teams to diagnose problems, implement fixes and enhance the codebase.


• Analysing system behaviour, application logs and AI metadata to identify issues and suggest solutions.


• Generating insightful reports on system performance to inform our commercial strategy, support customer feedback and build compelling business cases.

If you thrive in technical problem-solving, enjoy delving into application-level details and are excited to work with cutting-edge AI technology, we’d love to hear from you!

Key Responsibilities

Application and System Support:

• Act as a key resource for third-line support, resolving escalated, deeply technical issues related to SeeChange's software stack in collaboration with the engineering teams.


• Investigate application-level errors by reviewing logs, analysing metadata and identifying potential root causes.


• Work directly with engineering to understand and resolve issues in the codebase.


• Document and track support cases to ensure timely closure and knowledge base enhancement.
  
  
  

System Analysis and Insights:

• Examine video footage, application logs and AI metadata to diagnose performance anomalies.


• Identify trends in system behaviour and collaborate with engineering to propose fixes or enhancements.
  
  
  

Performance Reporting:

• Create detailed operational and performance reports based on system data.


• Highlight application successes, limitations and opportunities for optimisation.


• Share actionable insights with product and commercial teams to inform decision-making and customer engagement.
  
  

Continuous Improvement:

• Provide real-world feedback to engineering and product teams to enhance system reliability and functionality.
  
  
  

Requirements

Essential Skills and Experience:

• Proven experience in a senior software support role.


• Comfortable and professional in front of customers.


• Significant hands-on experience with programming languages such as Go, Python or similar.


• Knowledge of software engineering principles and best practices.


• Strong problem-solving skills with a technical and analytical mindset.


• Proficiency in analysing data, including video and metadata, to extract meaningful insights.


• Excellent communication skills, able to explain technical problems to nontechnical stakeholders.


• Willingness to adapt working hours to meet customer and operational demands, as required.
  

Desirable Skills:

• Familiarity with AI systems, particularly computer vision.


• Knowledge of edge to cloud solutions and orchestration, containerisation and microservices.


• Prior experience supporting retail or self-checkout technologies.


• Familiarity with ticketing and service desk systems.

Why Join Us?  

• Be part of a passionate, talented team in a collaborative environment.  

• Work on innovative projects that make a global impact.  

• Opportunities for continuous learning and professional growth.  

• Competitive salary and benefits package.  


• Enjoy work model that balances flexibility with team interaction.