Senior Software Support Engineer

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.

• 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

• 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