[Hiring] Senior Support Engineer @Black Rainbow

Role Description

BlackRainbow is seeking an experienced, customer-focused Senior Support Engineer to provide technical support across its SaaS and self-hosted platforms. The role will take ownership of complex incidents, service requests and technical escalations as well as combine advanced troubleshooting with professional customer communication.

Key Responsibilities

• Investigate & resolve complex technical issues, reducing unnecessary escalation and improving resolution times and overall support quality.
• Maintain high standards of ticket and case management, ensuring accurate prioritisation/categorisation, troubleshooting evidence, customer communication, escalation information and auditable records throughout the ticket lifecycle.
• 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 high-quality technical knowledge, including troubleshooting guides, known errors and runbooks, helping improve self-service, resolution quality, onboarding and consistency across the support function.
• Provide technical leadership and coaching to the wider Support team as well as senior operational cover where formally required.
• Collaborate effectively across all specialist resolver groups, working with Product & Platform, Security, Enablement, Solution Consultants and Customer Success to coordinate 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 to improve service quality, customer experience, support efficiency and the prevention of repeat issues.

Qualifications

• 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.

Requirements

• Ability to pass DBS, NPPV3 & SC Vetting.
• Practical experience working within an ITIL-aligned support environment.

Benefits

• 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.