Senior Support Engineer (UK)

Position Details

Location: UK (remote)

Employment Type: Full time

Position: Senior Support Engineer - Solution Delivery - UK

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

Compensation: Competitive

Summary

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.

Who We Are

BlackRainbow was created to solve investigation case management inefficiencies faced by Investigators in Law Enforcement, Government Intelligence Sectors, and large Corporates at an Enterprise level. We have grown rapidly since bringing our NIMBUS product to market and are well on the way to becoming the standard bearer for innovative investigation case management solutions globally. We have worked as, and with, investigators in over forty countries over the past two decades to understand investigative challenges and develop solutions to meet the needs of the Investigator and Analyst.

What We Are Looking For

The Senior Support Engineer will play a key role in ensuring our customers receive fast, effective, and technically sound support across both our SaaS and self hosted environments. They will take ownership of complex issues, lead root cause investigations, and contribute to improvements that strengthen our product reliability and customer experience. Working closely with BlackRainbow's Engineering, Product, and Delivery teams, they will help shape best practices, evolve our documentation, and mentor others within the team.

Our ideal candidate brings deep technical troubleshooting experience, a strong understanding of modern infrastructure, and a proactive mindset for preventing issues before they arise. Experience working within ITIL frameworks, along with knowledge of standards such as ISO 27001 and ISO 9001, would be highly beneficial. We're looking for someone who is calm under pressure, confident in managing high priority incidents, and motivated to drive continuous improvement across the support function.

Key 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

Requirements

• 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

Desirable

• Experience working within ITIL frameworks, particularly around incident, problem, and change management
• Understanding of ISO 27001, ISO 9001, and other relevant IT, security, and quality management standards
• Strong grasp of JSON and XML data structures
• Ability to collaborate effectively with Product, Engineering and QA teams
• A proactive mindset, with the ability to identify improvements in processes, tooling, and customer experience
• Strong stakeholder management skills and confidence representing the support function internally.
• Certifications such as ITIL Foundation, CompTIA Network+, Azure/AWS associate level, or similar (advantageous but not essential)

WHY JOIN BLACK RAINBOW?

Black Rainbow is ambitious, driven and deeply cares about the ability to make a difference to people's lives with our software. Be a part of our team as we scale up.

SOME OF OUR 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