Senior Support Engineer

Black Rainbow

. Investigate and resolve complex technical issues, reducing unnecessary escalation and improving resolution times and overall support quality .

Posted 10/30/2026full-timeRemote • United KingdomSenior💰 £38,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in technical issue resolution, incident management, and customer support within ITIL-aligned environments. Proven ability to lead teams, mentor junior engineers, and drive continuous improvement through data analysis and collaboration.

Highest-signal resume keywords

ITIL-Aligned Support ExperienceLevel 2 Technical SupportCloud-Hosted Environment SupportIncident ManagementRoot-Cause Analysis

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Technical Issue ResolutionTroubleshootingCase ManagementService RestorationChange ManagementSaaS SupportInfrastructure SupportCustomer Issue OwnershipIncident ResponseTechnical Documentation

Soft Skills

CollaborationCoachingMentoringCommunicationProblem-Solving

Certifications & Qualifications

DBSNPPV3SC VettingISO 27001ISO 9001

Industry Keywords

Technical SupportCustomer SuccessOperational KnowledgeContinuous ImprovementSupport Trends

Tech Stack

Tools & technologies

Cloud

About the role

Key responsibilities & impact

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

Requirements

What you’ll need

Ability to pass DBS, NPPV3 & SC Vetting
Practical experience working within an ITIL-aligned support environment
Five or more years’ experience in software support, SaaS support, infrastructure support or a comparable technical support role
Significant experience operating at Level 2 or Tier 2 and managing complex technical cases
Proven experience supporting both cloud-hosted and self-hosted or on-premises customer environments
Experience owning customer issues from initial investigation through escalation, resolution and closure
Experience managing high-priority incidents and working in a structured incident-response environment
Demonstrable experience collaborating with other specialist resolver teams
Experience mentoring junior engineers or supporting team development
Knowledge of ISO 27001 and ISO 9001 standards would be highly beneficial

Benefits

Comp & perks

Fully remote working, including working-from-home expenses
Flexible working hours
Twenty-five days’ annual leave in addition to public holidays
Workplace Pension
Private healthcare, including eligible family members
Death-in-service cover at three times annual salary
Training and professional-development support
Regular company meet-ups