Black Rainbow

Support Engineer

• Investigate and resolve complex technical issues, reducing unnecessary escalation and improving resolution times and overall support quality
• Maintain high standards of ticket and case management, including prioritisation, categorisation, troubleshooting evidence, customer communication, escalation information and auditable records
• Support major incident identification, technical diagnosis, service restoration and post-incident review
• Identify and resolve recurring problems through root-cause analysis and controlled change
• Develop and maintain technical knowledge, troubleshooting guides, known errors and runbooks
• Provide technical leadership and coaching to the wider Support team and senior operational cover when required
• Collaborate with Product & Platform, Security, Enablement, Solution Consultants and Customer Success teams on complex investigations, remediation, customer-specific issues and technical escalations
• Drive proactive service and continuous improvement using support trends, recurring issues, customer feedback and operational knowledge

Explore Senior Support Engineer at Black Rainbow. Review requirements and application details.

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Senior Support Engineer