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Black Rainbow · 13 hours ago

Senior Support Engineer (UK)

United States

Full-time

Remote

Senior Level

5+ years exp

BlackRainbow are looking for a Senior Support Engineer to join our team. The ideal candidate will own complex technical issues across our SaaS and self-hosted platforms, driving fast, high quality resolutions for our customers.

Information TechnologySecuritySoftware

Responsibilities

Manage incoming support queries via BlackRainbow’s Support Portal, engaging with customers in a professional manner

Develop and maintain advanced troubleshooting guides and internal documentation

Assist in onboarding new team members and contribute to training programs

Handle complex or high-priority customer issues requiring advanced troubleshooting

Mentor and guide Support Engineers to improve technical and customer-service skills

Conduct proactive system reviews to identify potential issues before they impact customer experience

Review and improve knowledge-base content created by the support team

Provide feedback to the Product Office and Product Engineering teams on recurring issues and customer needs

Participate in on-call rotations or incident response team as required

Identify, track, and advocate for product improvements based on patterns observed in customer issues

Work with Platform Engineering team on proactive monitoring solutions for cloud installs in Azure; including monitoring of MS SQL Azure databases & monitoring of App Services

Qualification

Level 2 technical supportAzure App ServicesSaaS technologiesSQL Server queriesITIL frameworksProactive mindsetStakeholder managementCommunicationMentoring skillsDocumentation abilities

Required

5+ years of experience in software support, infrastructure support, or a similar technical role, with significant time spent handling complex Level 2 issues

Proven Level 2 technical support experience in software, SaaS, or infrastructure environments, supporting both cloud and on‑premises deployments

Strong diagnostic and troubleshooting capabilities, able to investigate complex issues across application, infrastructure, and integration layers

Solid knowledge of modern server environments, including Windows administration, networking fundamentals, system logs, and performance monitoring

Strong understanding of cloud-hosted services, particularly Azure App Services, App Insights, Azure Monitor, and core networking concepts

Hands‑on experience with SaaS technologies, including REST APIs, authentication frameworks (OAuth, SSO, SAML), and major cloud platforms (Azure, AWS, GCP)

Comfortable reading and writing SQL Server queries

Experience supporting self‑hosted customer environments, including installations, upgrades, and working with databases and web servers

Skilled in conducting root‑cause analysis, producing clear RCA documentation, and collaborating with engineering teams to implement long‑term solutions

Excellent communication skills, able to clearly explain technical issues to both technical and non‑technical audiences

Experience mentoring junior team members, contributing to knowledge sharing, training sessions, and best‑practice development

Strong documentation abilities, including creating and maintaining troubleshooting guides and knowledge‑base content

Willingness to work in shift-based patterns and join on‑call rotations, effectively managing high‑priority incidents with calm and structured problem‑solving