This is a hybrid role, combining work from home with regular on-site support at client sites. The successful candidate could be located in Belgium, Netherlands, Denmark or the UK with the ability to travel and service customers across the EMEA region. The position includes travel across the EMEA region, and candidates with experience or knowledge in defense operations and aviation will be highly regarded.WHY OCEAN SOFTWAREFor over 30 years, Ocean Software has been a trusted partner of defence forces and aviation organisations worldwide, delivering cutting-edge solutions that enhance training, streamline operations, and improve readiness. We exist to support the people behind critical missions - those who protect lives, ensure safety, and strive for excellence - by providing the tools they need to succeed. Because when every individual is prepared, and every operation runs smoothly, missions succeed, lives are safeguarded, and communities thrive.POSITION PURPOSEThe Solutions Expert at Ocean is the vital link between technical solutions and customer success, ensuring that Ocean's applications seamlessly integrate into the customer's environments. The role focuses on understanding and addressing their customers' unique needs and challenges, providing expert technical support and strategic guidance to optimise system performance and business outcomes. The Solutions Expert will work closely with their customers and internal teams to deliver tailored solutions, manage complex issues, and drive improvements.Reporting to the Customer Solutions Manager, Solutions Experts develop strong relationships with their technical stakeholders, conducting ongoing analysis of customer environments while ensuring compliant service management.The role is a blend of technical expertise, strategic thinking, and communication, fostering operational excellence within Ocean and our customer base.KEY RESPONSIBILITIES / ACCOUNTABILITIESCustomer Environment Integration Develop a deep understanding of customer’s business environments, workflows, and ecosystems to ensure optimal integration of Ocean products. Alongside the Customer Solutions Manager, Co-Lead the seamless integration of Ocean systems within customer environments, ensuring alignment with their business processes and strategic goals. Create and manage SSRS reports, tailoring them to meet specific customer requirements and expectations. Identify potential issues early and implement strategic solutions to prevent disruptions in customer operations. Regularly review customer systems and processes to identify and implement opportunities for optimisation.Stakeholder Relationship Management Act as the primary technical point of contact between Ocean and customer stakeholders, ensuring clear and consistent communication about technical capabilities, upgrades, and technical recommendations. Build and maintain strong relationships with technical stakeholders to advocate for customer needs and align Ocean with their business objectives.Service Management Ensure the delivery of high-quality service to customers, aligning with Service Level Agreements and Key Performance Indicators. Oversee the incident lifecycle, ensuring timely resolution of issues and effective problem management. Assist customers and Ocean with customer Change systems and processes, coordinating with customers and Oceans internal teams to ensure a smooth transition.Technical Leadership Lead the resolution of complex technical issues, leveraging in-depth knowledge of Oceans’ products and customer environments. Ensure all solutions meet high-quality standards through testing support and customer validation processes before implementation. Identify and mitigate risks associated with system changes and implementations in customer environments.Training and Knowledge Conduct advanced training sessions and workshops, both onsite and remotely, tailored to the specific needs of differing user groups within customer organisations. Create, maintain, and update comprehensive technical documentation and contribute to the Ocean Knowledge Base to enhance Ocean learning. Serve as a thought leader within Ocean, sharing insights and best practices for maximising the value of Ocean products.Travel Travel requirements include domestic, regional, and ad hoc international requests. Travel as required throughout the region to support Ocean and customer objectives.General Comply with Ocean's Code of Conduct and embrace and exhibit our Company Values:O – OWN the outcome C – CREATE value E – EMPOWER others A – ACT with integrity N – NURTURE our brandConform to Ocean's Health & Safety, Quality Policies, Procedures, and Work Instructions. Positively influence and collaborate with internal colleagues to meet customer needs. Continuously strive to identify and support product and process improvements, quality, and team efficiency, including facilitating quality discussions. Various ad-hoc administration duties as required.SKILLS / EXPERIENCE / LICENSES / QUALIFICATIONSExperience in a customer facing technical service or management role, ideally with at least 8 years of experience. Deep understanding of information technology disciplines, including applications infrastructure and databases. Confident presentation and training skills with the ability to develop and conduct complex technical and training presentations to users, stakeholders, and executives. Experience conducting requirements gathering workshops with senior technical audiences. Bachelor's degree in a relevant field, such as engineering, technical management, or equivalent, is a plus. Windows Server Administration – Skilled in installation, configuration, patch management, user/group policy administration, and performance optimization. SQL Server Administration – Proficient in database setup, backup/restore strategies, security management, and query performance tuning. SQL Development – Strong in writing complex queries, stored procedures, functions, queries, reporting services and optimizing database performance. IIS Server Administration – Experienced in hosting, configuring, and maintaining web applications, SSL certificate management, and troubleshooting application pool issues. SSRS Report Development – Capable of designing, deploying, and maintaining interactive and parameterized reports for business intelligence needs. VBA Coding – Skilled in automating tasks, creating custom Excel/Access solutions, and integrating with databases for streamlined workflows. Knowledge of data modelling and data visualisation. Experience in Application Support Services within an ITIL or managed services environment and ITIL foundation certification. Experience in aviation and/or military environments in a plus. Relevant citizenship within the UK. Capacity to obtain and maintain relevant security clearances.We're committed to developing our people, offering leadership programs and tailored learning pathways so every employee can grow their career. We prioritise wellbeing through confidential EAP support and regular social and wellness activities that keep our teams connected and energised. We also celebrate those who embody our values and make a meaningful impact across the business.Are you ready to Make an impact - Grow your career -Shape the future of mission-critical technology.