L2/L3 Support Engineer (Aerospace)

Role: L2/L3 Support Engineer (Aerospace)

Location: Bristol, UK

Type: Permanent/ Full-Time

Key Responsibilities

Application Support & Operations

• Provide L2/L3 technical support for engineering applications and associated integrations.
• Analyze and resolve complex incidents, service requests, and application-related issues.
• Perform Root Cause Analysis (RCA) and implement permanent resolutions for recurring issues.
• Monitor application availability, performance, and overall environment health.
• Support upgrades, patches, hotfix deployments, and application migrations.
• Coordinate major incident resolution and provide technical leadership during critical outages.

Administration & Configuration

• Configure and maintain application environments, user access, roles, and permissions.
• Manage licenses, certificates, service accounts, and related compliance requirements.
• Support environment validation, configuration management, and release activities.
• Maintain integrations between engineering applications and connected enterprise platforms.

Service Management

• Ensure compliance with agreed SLAs for incident response and resolution.
• Drive Problem Management, Change Management, and Release Management activities.
• Maintain support documentation, SOPs, knowledge articles, and operational runbooks.
• Participate in CAB meetings, planned maintenance, and service improvement activities.

Stakeholder & Vendor Management

• Act as a primary technical escalation point for customers and support teams.
• Coordinate with software vendors to investigate and resolve complex technical issues.
• Conduct service review meetings and provide regular technical and operational status reporting.
• Collaborate with other support teams, engineering functions, and business key users.

Leadership & Continuous Improvement

• Conduct Knowledge Transfer (KT) sessions and technical enablement activities.
• Identify opportunities for automation, tooling, and process optimization.
• Support the transition, onboarding, and stabilization of new applications into Application Management Services (AMS).
• Promote standardization, operational excellence, and continuous service improvement.

Required Technical Skills

Primary Skills

• IBM Engineering Lifecycle Management (ELM)
• IBM DOORS Next
• ELM integrations and environment management
• MATLAB administration and troubleshooting
• Creo Parametric administration and troubleshooting

Secondary Skills – Good to Have

• Arbortext Aerospace & Defense configuration and support
• IBM DOORS Requirements Management
• Cameo Teamwork Cloud / MBSE tools
• E3 Cable troubleshooting
• MOOD system administration and support

Technical Competencies

• IBM ELM administration, configuration, and integrations
• MATLAB and Simulink platform support
• Creo administration and deployment management
• Database fundamentals, including SQL Server and/or Oracle
• Scripting and automation knowledge using PowerShell, APIs, and/or Python

Experience Requirements

• E xperience supporting CAD, engineering, or Aerospace & Defense applications.
• E xperience in a Technical Lead or equivalent senior technical role.
• Proven experience working in global AMS environments with SLA/KPI-driven support models.
• Strong customer-facing, communication, escalation management, and stakeholder management skills.
• Experience supporting enterprise engineering application environments and complex integrations.

Preferred Certifications

• ITIL Foundation / ITIL 4