Overview

In this role you support Octave’s Video Management Software and Enterprise Products, helping customers worldwide while collaborating with Global Services, R&D and Account teams. You diagnose and resolve highly complex issues across systems, databases and integrations, and lead high-severity incident resolution to minimize downtime. You QA patches and configurations before deployment and ensure SLAs are met. You mentor junior engineers and act as a subject matter expert within the team. This position offers senior responsibility in a global, mission-driven security software environment.

Verantwortungsbereiche

Diagnose and resolve highly complex, escalated technical issues crossing multiple systems, databases, and integrations
Lead the resolution of high-severity incidents, minimizing downtime and business disruption
Quality assure, test, review, and validate software patches, configurations, and hotfixes
Ensure support delivery targets and SLAs are consistently met
Translate complex technical issues into clear, business-contextual updates for non-technical stakeholders
Act as a subject matter expert and mentor for junior/mid-level support engineers; deputise for the Team Manager
Recognized as an advanced individual contributor and SME within the discipline
Collaborate with internal stakeholders to improve the client interaction experience with Octave

Zentrale Anforderungen

Engineering degree or equivalent
6+ years in customer management
6+ years of experience implementing and troubleshooting security systems (CCTV, Access Control or Physical Security Management Systems)
Knowledge of TCP/IP, networks, operating systems (client/server), and hardware
Knowledge in Network Technologies (TCP/IP)
Security/operational projects background in solution-oriented companies
Entrepreneurial mindset; understands client business and technical environment
Independent thinking, analytical problem solving
Excellent communication and presentation skills
Proactive issue identification and escalation prevention
Fluent in German and English; enjoys working in a global team
Previous experience with Octave’s VMS is advantageous

strong communication
presentation skills
problem solving
Octave’s Video Management Software (VMS)
CCTV and Access Control systems
physical security management systems

Qognify