Senior Support Engineer

This is a fully remote position, open to applicants in United Kingdom.

📋 Description

• Investigate and resolve intricate technical issues, minimizing unnecessary escalations while enhancing resolution times and overall support quality.

• Uphold high standards in ticket and case management, including prioritization, categorization, troubleshooting evidence, customer communication, escalation details, and auditable records.

• Assist in identifying major incidents, conducting technical diagnoses, restoring services, and performing post-incident reviews.

• Identify and resolve recurring issues through root-cause analysis and controlled change management.

• Develop and sustain technical knowledge, troubleshooting guides, known errors, and runbooks.

• Provide technical leadership and mentorship to the broader Support team and offer senior operational coverage when necessary.

• Collaborate with teams in Product & Platform, Security, Enablement, Solution Consultants, and Customer Success on complex investigations, remediation, customer-specific challenges, and technical escalations.

• Promote proactive service and continuous improvement by leveraging support trends, recurring issues, customer feedback, and operational insights.

⛳️ Requirements

• Ability to pass DBS, NPPV3 & SC Vetting.

• Practical experience in an ITIL-aligned support environment.

• At least five years of experience in software support, SaaS support, infrastructure support, or a similar technical support role.

• Substantial experience operating at Level 2 or Tier 2 and managing complex technical cases.

• Proven experience in supporting both cloud-hosted and on-premises customer environments.

• Experience in owning customer issues from initial investigation through to escalation, resolution, and closure.

• Experience managing high-priority incidents and working within a structured incident-response framework.

• Demonstrable experience in collaborating with other specialized resolver teams.

• Experience in mentoring junior engineers or contributing to team development.

• Knowledge of ISO 27001 and ISO 9001 standards would be highly advantageous.

🏝️ Benefits

• Fully remote working, including reimbursement for working-from-home expenses.

• Flexible working hours.

• Twenty-five days of annual leave in addition to public holidays.

• Workplace Pension.

• Private healthcare coverage, including eligible family members.

• Death-in-service benefit at three times the annual salary.

• Support for training and professional development.

• Regular company meet-ups.