CameraMatics

Support Engineer

• Serve as the subject matter expert for all things Cameramatics, providing guidance on software, hardware, connectivity, and integration-related issues.
• Support and enable the team to deliver timely, effective, and high-quality solutions for customers.
• Recruit, mentor, and develop a high-performing technical support team, fostering a culture of accountability, collaboration, continuous learning, and customer excellence.
• Establish, monitor, and continuously improve key performance indicators (KPIs) to ensure service level agreements (SLAs) are consistently achieved while maintaining an exceptional customer experience.
• Drive process improvement initiatives by identifying inefficiencies, implementing best practices, and enhancing workflows to improve both team productivity and customer outcomes.
• Act as a trusted customer advocate, building strong relationships, understanding customer challenges, and ensuring customers realise maximum value from Cameramatics products and services.
• Use support metrics, trend analysis, and customer feedback to identify opportunities for improvement, inform decision-making, and enhance team performance and customer satisfaction.
• Lead the resolution of complex escalations by looking beyond immediate issue resolution to identify underlying causes.
• Conduct root cause analysis (RCA), implement corrective actions, and drive sustainable process and product improvements to help prevent recurring issues.

Technical Support Manager

• Deliver exceptional first-line technical support to customers through phone, email, and other communication channels
• Investigate, diagnose, and resolve technical issues relating to Cameramatics products and services, applying a structured and methodical approach to troubleshooting
• Accurately document customer interactions, technical issues, troubleshooting steps, and resolutions within the ticketing system to maintain high-quality support records and knowledge sharing
• Work closely with cross-functional teams, including Engineering, Product, and Customer Success, to resolve complex technical challenges and ensure timely issue resolution
• Manage issue escalation processes effectively, ensuring unresolved cases are routed to the appropriate teams while maintaining clear communication and ownership through to resolution
• Identify recurring issues, trends, and opportunities for improvement, providing actionable feedback to support product enhancements, operational efficiencies, and an improved customer experience
• Contribute to the development and maintenance of technical documentation, knowledge base articles, troubleshooting guides, and customer training materials to promote self-service and knowledge sharing
• Support a global customer base by participating in a shift-based support rota, demonstrating flexibility and adaptability to work alternative hours as required to meet business and customer needs
• Take ownership of customer issues from initial contact through to resolution, ensuring customers are kept informed and receive timely updates throughout the support journey
• Continuously develop technical knowledge and product expertise, staying up to date with new features, technologies, and industry developments to provide best-in-class customer support.

Technical Support Specialist

Security Engineer

• Lead and deliver CameraMatic's SOC 2 certification programme
• Build and maintain a robust information security management framework, including policies, risk registers, and controls aligned to SOC 2 Trust Service Criteria
• Manage vulnerability assessments, penetration testing programmes, and remediation tracking
• Define and enforce security policies, standards, and procedures across the organisation
• Act as the primary point of contact for customer security questionnaires, audits, and due diligence processes
• Drive a security-first culture through training, awareness programmes, and clear internal communication
• Serve as the company’s primary point of accountability for data protection obligations under GDPR and relevant UK/EU regulations
• Maintain records of processing activities, data retention policies, and data subject request processes
• Partner with the Data Protection Officer (where applicable) and legal counsel to manage privacy risk
• Conduct DPIAs for new products, features, and third-party integrations
• Manage relationships with data processors, ensuring appropriate contractual and technical safeguards are in place
• Own the corporate IT environment including Microsoft 365, SaaS applications, endpoint management, and networking
• Manage device procurement, MDM, access control, and identity management (SSO, MFA, PAM)
• Define and maintain the IT asset register, software licensing, and vendor contracts
• Ensure business continuity and disaster recovery plans are documented and tested
• Support onboarding and offboarding processes with robust access provisioning and deprovisioning workflows

Head of IT, Security & Compliance

QA Engineer

• Establishing and evolving formal QA processes, while ensuring the use of industry-accepted best practices
• Overseeing all aspects of quality assurance including establishing metrics and applying and developing new tools and processes to ensure quality goals are met
• Defining test methods and creating test plans for new or updated software projects to determine if the software will perform accurately and reliably according to documented requirements as well as established standards under both normal and abnormal conditions
• Test planning, execution and reporting
• Acting as the key point of contact for all QA aspects of releases and coordinating QA resources internally and externally
• Leading and mentoring QA team members including regular performance reviews and feedback to foster improvement and career growth

QA/Test Lead

Field Engineer

• Carrying out service and maintenance activities for our enterprise customer base.
• Installing, servicing, and maintaining vehicle CCTV, blind spot detection systems, vehicle safety systems, fleet tracking and telematics solutions across commercial and light-duty vehicles.
• Developing a strong understanding of CameraMatics products and how they add value to our customers’ businesses.
• Managing and maintaining van stock holdings effectively.
• Supporting auditing and quality control processes to ensure high installation and service standards.
• Delivering excellent customer service and building strong relationships with customers.
• Working independently using your own initiative, while also contributing effectively as part of a wider team.
• Maintaining clear and professional written and verbal communication with customers and internal stakeholders.

Technical Support Manager

Technical Support Specialist

Head of IT, Security & Compliance

QA/Test Lead

Field Service Engineer