• Provide technical support to PWT sales and customers. • Respond to design questions. • Develop engineered solutions to complex design conditions. • Meet or exceed the Engineering Service Level Agreement (SLA).

Role Description This job is fully remote. We are seeking an experienced, forward-thinking Manager to lead a team of business analysts supporting the BAE Systems Enterprise portfolio of Engineering Tools. The successful candidate will lead the team in a dynamic environment, ensuring effective collaboration via MS Teams and delivering high-quality solutions that meet stakeholder needs. This role requires strong leadership, communication, and stakeholder management skills to drive operational success. Beyond day-to-day management, the candidate will be responsible for modernizing team operations by automating installs and centralizing fragmented information. A key priority will be the capture and dissemination of tribal knowledge into the team's formal knowledge base to ensure organizational resilience. To optimize resource allocation, the Manager will align to a tiered support system while simultaneously upskilling the workforce under their responsibility to handle more complex challenges. The successful candidate will ensure the smooth operation of COTS applications, provide technical and functional support, and collaborate with cross-functional teams to drive business growth and innovation. BAE System’s IT department is investing in Digital Transformation and this role will be key in evaluating the portfolio and staff for alignment to these initiatives. Qualifications - Bachelor's Degree in Computer Science, Information Technology, or a related Engineering field - 6+ years of experience as a Business Analyst, IT, or a related field - At least 2 years of experience in a management or leadership role - Fluency in English, with the ability to communicate effectively with stakeholders across different regions and cultures - Experience in supporting engineering, manufacturing, operations, or a related field is preferred - Certified Project Management Professional Requirements - Knowledge of Engineering Tools and Applications - Managing service ticket operations, ensuring timely resolution of tickets and incidents in ServiceNow by monitoring SLAs, KPIs, and client satisfaction metrics to ensure service excellence - Experience working with cross-functional teams and managing IT projects - Proven experience managing COTS Application Licenses - Knowledge of Engineering Tools deployment - Excellent communication, collaboration, and leadership skills - Ability to work in a fast-paced environment and adapt to changing priorities with great time management and organizational skills - Ability to analyze complex problems and develop creative solutions - Ability to manage multiple projects and priorities simultaneously - Strong business acumen and understanding of technical requirements Benefits - Health, dental, and vision insurance - Health savings accounts - 401(k) savings plan - Disability coverage - Life and accident insurance - Employee assistance program - Legal plan - Discounts on home, auto, and pet insurance - Paid time off and paid holidays - Paid parental, military, bereavement, and applicable federal and state sick leave - Company recognition program for monetary or non-monetary recognition awards - Other incentives based on position level and/or job specifics

**Job Summary****The Technical Support role is responsible for providing first-line and/or advanced technical assistance to customers, internal users, or partners. This position involves diagnosing and resolving technical issues, guiding users through solutions, and ensuring a high level of customer satisfaction.** **Key Responsibilities****- Provide technical support via phone, email, chat, or ticketing systems**- Troubleshoot hardware, software, network, and system-related issues**- Diagnose problems and implement effective solutions in a timely manner**- Escalate complex or unresolved issues to higher-level support teams**- Document incidents, solutions, and troubleshooting steps in support systems**- Install, configure, and maintain systems, applications, and devices**- Assist with system upgrades, patches, and routine maintenance**- Monitor system performance and proactively identify potential issues**- Educate users on best practices and proper system usage**- Collaborate with cross-functional teams (IT, engineering, product teams)

Role Description We are seeking a skilled and service-oriented Technical Support & Software Integration Specialist to provide high-quality customer support and deliver seamless software integrations across client environments. In this role, you will work closely with customers, internal development teams, and third-party vendors to ensure successful deployment, configuration, and ongoing optimization of enterprise software solutions. The ideal candidate combines strong technical expertise with excellent communication and problem-solving abilities. This position is well suited to professionals who enjoy troubleshooting complex issues, integrating software with external systems, and helping clients maximize the value of technology solutions. Experience in financial software or wealth management platforms is an advantage. Tasks - Customer Support - Deliver support services in accordance with established Service Level Agreements (SLAs) and Performance Level Agreements (PLAs). - Troubleshoot and resolve issues related to software functionality, user access, and system configuration. - Escalate complex incidents to development or technical teams and monitor progress through resolution. - Document issues, root causes, and solutions in the support ticketing system. - Educate clients on product features, updates, and best practices through documentation, webinars, and virtual meetings. - Software Integration - Gather and analyze client integration requirements. - Install, configure, and integrate software solutions with client systems and third-party platforms. - Collaborate with development teams to design, test, and validate new integrations. - Create and maintain business and technical documentation for deployment and integration processes. - Provide post-implementation support and optimize system performance. - Cross-Functional Collaboration - Serve as the technical liaison between clients, internal teams, and external vendors. - Support the sales team by providing technical input during pre-sales discussions. - Share customer feedback with product and engineering teams to guide future enhancements. - Maintain and manage software configuration across integrated environments. - Contribute to project analysis and delivery activities when needed. - Continuous Improvement - Identify opportunities to streamline support processes and improve customer satisfaction. - Stay current with emerging technologies, integration methods, and support best practices. - Participate in ongoing training to strengthen product and technical knowledge. Qualifications - Bachelor’s degree in Computer Science, Information Technology, Business Administration, or a related field. - Master’s degree is a plus. - Strong written and spoken English communication skills. Requirements - 3 to 5 years of experience in technical support, software integration, or service management. - Experience in enterprise software environments; exposure to financial or wealth management systems is highly desirable. - Proven ability to improve support processes and enhance client satisfaction. - Strong hands-on experience with Oracle Database, including SQL and PL/SQL. - Experience with CI/CD pipelines. - Familiarity with cloud platforms such as Amazon Web Services (AWS) and Microsoft Azure. - Understanding of microservices architecture. - Experience with software testing tools, including unit and system-level testing. - Solid knowledge of software design, development, debugging, and deployment methodologies. - Experience with Apache Subversion (SVN) and other version control systems. Professional Skills - Strong analytical and problem-solving capabilities. - Excellent client-facing, communication, and relationship management skills. - Ability to manage expectations and resolve conflicts effectively. - High attention to detail and ability to perform under pressure. - Fast learner with a proactive and flexible mindset. - Willingness to work outside regular business hours when necessary to resolve critical issues. - Willingness to travel internationally on occasion. Preferred Qualifications - Knowledge of wealth management and financial services processes. - Experience with enterprise product suites and business-oriented software solutions. - Strong customer-first mindset with a commitment to delivering exceptional service. Benefits - All employees benefits for free (our famous games room, daily breakfast, fruits, coffee and other hot drinks, soft drinks and juices, company days out and parties…) - Social insurance - Open-door management policy - Full Medical insurance - Accommodation and Transportation Allowance - Friendly environment that values innovation and efficiency - Exciting opportunities for career growth and talent development - Feedback encouragement - Recognition and reward programs - Competitive salaries and incentives - Friendly environment - Flexible and Comfortable schedule - Fun committees - Monetary rewards - Fun, smart and creative people - Career possibilities with growing team - Paid vacations - Social benefits