Application Support Engineer

RLDatix Career Center; Greater London; On-site; GBP 45,000 - 65,000; Full time

Job summary

RLDatix in London is seeking an experienced Application Support Engineer to join our QCS Customer Operations team as the Level 2 escalation point. You will resolve complex application issues, support platform integrations, and help ensure stability, performance, and continuous improvement of our healthcare SaaS products.

You will troubleshoot, monitor live apps and dashboards, work with Salesforce, Jira, MySQL, and other systems, and contribute to knowledge base and release readiness.

Qualifications

• Minimum 3 years in Application Support or similar technical role.
• Experience supporting SaaS or web-based applications.
• Strong analytical and troubleshooting skills.

Responsibilities

• Resolve complex customer issues escalated from Level 1 Support with timely solutions.
• Investigate and troubleshoot application, system, and integration issues with root cause analysis.
• Monitor live applications, dashboards, and system alerts to prevent outages.
• Support integrations across Salesforce, Pendo, Vonage, GoCardless, Stripe and other systems.
• Create and maintain troubleshooting guides and playbooks for knowledge sharing.
• Assist with release readiness, knowledge transfer, and continuous improvement initiatives.

Skills

3+ years experience

Analytical troubleshooting

C#

MVC

ASP.NET Web Forms

SQL

JavaScript

jQuery

HTML/CSS

Agile/Scrum

SaaS support

Education

Bachelor's degree in CS or related

Tools

Jira

Salesforce

MySQL

SSMS

Cosmos DB

Auth0

Azure Storage Explorer

Job description

RLDatix (RLD) is on a mission to help raise the standard of care…everywhere. Trusted by over 10,000 healthcare organisations around the world, our solutions help improve health and care. Our applications ensure that patients receive the best and safest care while supporting the providers who deliver it.

Joining TeamRLD means being part of a global effort of over 2,000 team members in making a difference in healthcare…every day.

We're searching for a London-based Application Support Engineer to join our QCS Customer Operations team, so that we can continue delivering reliable, high-quality solutions that support health and social care providers across the UK. The Application Support Engineer will act as the Level 2 technical escalation point, resolving complex application issues, supporting platform integrations, and helping ensure the stability, performance, and continuous improvement of our products and services.

How You’ll Spend Your Time

• Resolve complex customer issues escalated from Level 1 Support, applying technical expertise and product knowledge to deliver effective solutions within agreed service levels.
• Investigate and troubleshoot application, system, and integration issues, conducting root cause analysis and collaborating with Engineering teams to implement long-term fixes.
• Monitor live applications, dashboards, and system alerts to proactively identify, diagnose, and resolve issues before they impact customers.
• Support and maintain integrations across platforms including Salesforce, Pendo, Vonage, GoCardless, Stripe, and other business-critical systems to ensure service continuity and data integrity.
• Create and maintain support documentation, troubleshooting guides, and operational playbooks to improve knowledge sharing and reduce recurring incidents.
• Support release readiness activities, knowledge transfer initiatives, and continuous improvement projects to enhance customer experience, operational efficiency, and system reliability.

What Kind of Things We’re Most Interested In You Having

• A minimum of 3 years' experience in Application Support, Technical Support, Software Development, or a similar technical role, including experience supporting SaaS or web-based applications.
• Strong analytical and troubleshooting skills, with proven experience investigating complex technical issues and identifying root causes.
• Working knowledge of C#, MVC, ASP.NET Web Forms, SQL, JavaScript, jQuery, HTML, and CSS, alongside a solid understanding of full-stack application architecture.
• Experience working in Agile/Scrum environments, with the ability to collaborate effectively across Product, Engineering, Customer Success, and Operations teams.
• Proven ability to manage multiple priorities, meet SLAs, and maintain high standards of quality and accuracy in a fast-paced environment.
• Excellent written and verbal communication skills, with the ability to explain technical concepts clearly to both technical and non-technical audiences. Experience with technologies such as Jira, Salesforce, MySQL, SQL Server Management Studio (SSMS), Cosmos DB, Auth0, Azure Storage Explorer, or similar platforms.
• A sincere interest in using technology to improve healthcare and social care outcomes, alongside a proactive, customer-focused approach to problem solving and continuous improvement.

By enabling flexibility in how we work and prioritising employee well-being, we empower our team to do and be their best.

RLDatix is an equal opportunity employer, and our employment decisions are made regardless of gender, sexual identity, national origin, disability, age, race, color, religion, marital status or any other status or condition protected by applicable law. As part of RLDatix's commitment to the inclusion of all qualified individuals, we ensure that persons with disabilities are provided reasonable accommodation in the job application and interview process. If reasonable accommodation is needed to participate in either step, please don't hesitate to send a note to [e-mail].