Remote Second-Line Support Engineer, Healthcare SaaS

Rldatix; England; Remote; GBP 32,000 - 48,000; Full time

Job summary

RLDatix, UK-based and remote, seeks a Second Line Support Consultant to provide advanced technical and functional support for workforce management solutions including rostering, scheduling, and payroll products.

You will investigate complex customer issues, perform root cause analysis, and collaborate with Engineering, Product, and Cloud Operations to drive incident resolution and service improvements.

Qualifications

• 3+ years in technical, application, or operational support for SaaS/cloud-based apps.
• Experience with ticket systems like Zendesk or ServiceNow; knowledge of ITIL.
• Strong troubleshooting and written/verbal communication skills.
• Experience with workforce management, rostering or healthcare software; familiarity with APIs and data imports/exports; AWS is a plus.
• Certifications such as ITIL Foundation or AWS Practitioner are advantageous.

Responsibilities

• Deliver clear, accurate, and timely responses to customer enquiries and manage escalated support issues.
• Diagnose and resolve complex application, configuration, and integration issues; perform root cause analysis.
• Prepare detailed escalation reports and manage OLAs to drive cases to resolution with Eng, PM, and Cloud Ops.
• Develop specialist knowledge across RLDatix Rostering, Workforce Management, and Payroll solutions.
• Work with Product, Eng, Cloud Ops, and Customer Success teams to resolve issues and support major incidents.

Skills

Technical support

SaaS

Cloud

Zendesk

ServiceNow

ITIL

Troubleshooting

Communication

APIs

AWS

Healthcare software

Data imports/exports

Tools

Zendesk

ServiceNow

Job description

RLDatix, UK-based and remote, seeks a Second Line Support Consultant to provide advanced technical and functional support for workforce management solutions including rostering, scheduling, and payroll products.

You will investigate complex customer issues, perform root cause analysis, and collaborate with Engineering, Product, and Cloud Operations to drive incident resolution and service improvements.