Application Support Engineer – SaaS & Telecare

Tunstall Healthcare (UK); Greater London; Hybrid; GBP 28,000 - 45,000; Full time

Benefits offered by this job

Hybrid working

Holiday purchase scheme

Contributory pension

Healthcare cash plan

Job summary

Tunstall Healthcare (UK) is seeking an Application Support Engineer to join our UK-based team. The role offers hybrid working with an office in Whitley (DN14 0HR) and focuses on delivering excellent technical support across SaaS and ILOS platforms.

The ideal candidate will combine strong communication with solid technical skills to manage customer incidents from logging to resolution, acting as the single owner of tickets and ensuring timely, quality support throughout the lifecycle.

Qualifications

• Experience delivering support for business-critical software applications.
• Experience in technical customer support or application support.
• Excellent communication and customer service skills.
• Experience working within ITIL service management.
• Ability to manage multiple priorities.
• Strong analytical and troubleshooting skills.

Responsibilities

• Take ownership of customer incidents from assignment through to resolution and closure.
• Provide proactive, timely and professional customer communication throughout the incident lifecycle.
• Investigate, diagnose and resolve issues affecting SaaS, ILOS and telecare products.
• Prioritise work in line with SLAs and business priorities.
• Coordinate with Engineering, Infrastructure, Development and third-party suppliers while retaining ownership.
• Validate resolutions with customers before ticket closure.
• Support telecare equipment, alarm communications and associated applications.
• Troubleshoot SIP, VoIP and API-related issues.
• Manage incidents, service requests and problems using ITIL best practice.
• Raise Problem Records, perform Root Cause Analysis and support Change Requests.
• Maintain accurate documentation and knowledge articles.

Skills

Technical customer support

Analytical troubleshooting

Communication skills

ITIL service management

Multitasking

Tools

AWS

SIP/VoIP

REST APIs

Job description

Tunstall Healthcare (UK) is seeking an Application Support Engineer to join our UK-based team. The role offers hybrid working with an office in Whitley (DN14 0HR) and focuses on delivering excellent technical support across SaaS and ILOS platforms.

The ideal candidate will combine strong communication with solid technical skills to manage customer incidents from logging to resolution, acting as the single owner of tickets and ensuring timely, quality support throughout the lifecycle.