Product Support Developer

Masters of Pie is a well-funded and established start-up. We build the Radical SDK which provides development teams with a way to implement spatial (AR/VR) and collaborative features inside their software stacks.We are also one of the rare companies with an established spatial product in the market. This is due to an obsession with building new tools that are actually useful and not just flashy demos. We build real, valuable spatial products for our customers and pride ourselves in pushing what AR and VR tech can do.As such we move fast, validate often and constantly seek to improve not only our products but the way we do things internally and externally. We have an environment where anyone can raise issues and suggest solutions but also have a solid foundation of deep technical expertise and a willingness to support each other as we tackle thorny technical challenges with fast turnarounds.Therefore we look for individuals who enjoy the process of solving a problem, even if the solution is not obvious. They understand that no one has the answers, so know when to reach out to others and also support them. A true team player.The RoleWe are looking for a customer-focused, highly motivated junior developer to support our product users, internal development and commercial teams. You will enjoy being face to face with customers, sometimes running solo in customer environments either in the UK or overseas. With the key objective of making sure our products perform in the best possible way in order to support customer workshops, pre-sales events and internal team playtests.The candidate will have demonstrable experience supporting customers face-to-face with technical issues. Furthermore, they can work well with other developers, comfortably talking tech and communicating issues with the aid of application and server logs and installing patches/fixes rapidly within very locked-down operating systems and networked environments.Additionally, the candidate will thrive in time-intensive environments where the turnaround between customers raising issues and fixes being applied is swift despite the friction of legacy systems and networks. Although sometimes high pressure, it is very rewarding as our customers are engaged and keen to consume new features and unlock their increased value. Being able to support this agile process of a “build, measure, learn” cycle from the customer end is a key part of this role.Ideally, applicants will have proof of minimum BPSS (baseline personnel security standard) security clearance; but we welcome applications from candidates who provide evidence of eligibility for minimum security clearance (BPSS) e.g. previously lapsed security clearance. Applicants should be UK citizens or have been UK resident for at least 5 years.This role can be in-office, hybrid or largely remote where you will be expected to be able to commute to the office and travel to customer locations in the UK and occasionally overseas when required. Overseas commitments will be capped at 6 weeks per year.KEY ROLES & RESPONSIBILITIESAlthough the primary responsibility is customer support, the majority of work undertaken in the role will be supporting the development team and our products as a junior developer.PrimarySupport the installation, running and maintenance of our products for Defence customers in the UK and occasionally overseas. (Product training will be provided)Acting as a point of contact for software queries relating to any aspect of the products, following appropriate contracted KPIs as necessary.Be able to articulate technical problems to the rest of the development team using logs and configuration files so bugs can be replicated and fixed.Be confident in installing new builds on AR devices, PCs and server platforms (Windows, Linux) on cloud or on-premise.Support the maintenance of our in-house development infrastructure.SecondaryHelp diagnose problems our customers are having and have been replicated by QA.Fix bugs and help release hotfix patches for customers.Escalate bugs up to more senior developers in the team if required.Update documentation when and where required.Support QA with testing of new features.Support the Project Manager and technical leads in customer meetings.Help with the setup and testing of experimental application and server builds within the team.Set up, deploy and run our products for customer demos and trade shows at various locations around the UK and occasionally overseas.Essential Technologies and SkillsEducation – Computer science or similar software (minimum HNC level) qualification. ● Has written applications using C# for at least the last 2 years.Good knowledge of good code structure and design patterns.Has knowledge of git version control and agile methodologyCustomer facing. Willing to demonstrate software to customers, create a rapport and make sure the customer understands the value of the products they are using.Windows and Linux experience.Unity3D experience within a project.Possess good self, task and organisational management skills.Required to hold a full, clean driving licence.Additional experience (desirable but not essential)Understanding of IPv4 and DHCP configuration, DNS and VPN.Has worked on augmented and/or virtual reality projects as a developer.Having experience of Defence/Security products is a very big plus for candidates.EVERYONE COUNTS We are an equal opportunity employer, and particularly encourage people from under-represented groups to apply. We believe that diversity is a positive for all our teams and will support you in feeling included and accepted at Masters of Pie.
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