Senior Support Engineer
Black Rainbow
full-time
Posted on:
Location Type: Remote
Location: United Kingdom
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Job Level
About the role
- Own complex technical issues across our SaaS and self-hosted platforms
- Manage incoming support queries via BlackRainbow’s Support Portal
- Develop and maintain advanced troubleshooting guides and internal documentation
- Assist in onboarding new team members
- Handle complex or high-priority customer issues requiring advanced troubleshooting
- Mentor and guide Support Engineers
- Conduct proactive system reviews to identify potential issues
- Review and improve knowledge-base content
- Provide feedback to Product Office and Product Engineering teams
- Participate in on-call rotations or incident response team as required
- Work with Platform Engineering team on proactive monitoring solutions for cloud installs in Azure
Requirements
- 5+ years of experience in software support, infrastructure support, or a similar technical role
- Proven Level 2 technical support experience in software, SaaS, or infrastructure environments, supporting both cloud and on-premises deployments
- Strong diagnostic and troubleshooting capabilities
- Solid knowledge of modern server environments, including Windows administration, networking fundamentals
- Strong understanding of cloud-hosted services, particularly Azure App Services, App Insights, Azure Monitor
- Hands-on experience with SaaS technologies, including REST APIs, authentication frameworks (OAuth, SSO, SAML)
- Comfortable reading and writing SQL Server queries
- Experience supporting self-hosted customer environments
- Skilled in conducting root-cause analysis
- Excellent communication skills
- Experience mentoring junior team members
- Strong documentation abilities
- Willingness to work in shift-based patterns
Benefits
- Competitive salary
- Fully remote with working from home expenses
- Flexible working hours
- Twenty-five days annual leave (in addition to public holidays)
- Pension
- Private health care which includes family members
- Death in service (three times annual salary)
- Training support
- Regular company meetups
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
technical supporttroubleshootingSQL Serverroot-cause analysisWindows administrationnetworking fundamentalsREST APIsauthentication frameworkscloud-hosted servicesSaaS technologies
Soft skills
communication skillsmentoringdocumentation abilitiesproblem-solvingteam collaborationcustomer serviceproactive approachorganizational skillsleadershipadaptability