Second Line Support Consultant

TravelCenters of America; Tottenham; Remote; GBP 42,000 - 54,000; Full time

Job summary

RLDatix is seeking a UK-based, remote Second Line Support Consultant to join the Medics Support Team. You will provide advanced technical and functional support for RLDatix workforce management solutions, incl. rostering, scheduling, and payroll products.

Responsibilities include handling escalations, troubleshooting complex issues, and collaborating with Engineering, Product, Cloud Operations, and Customer Success to improve service delivery and incident response.

Qualifications

• 3+ years in technical or operational support for SaaS apps.
• Experience using ticketing systems (Zendesk, ServiceNow) and ITIL practices.
• Strong troubleshooting and multi-case prioritisation with good communication.
• Experience with workforce management or healthcare software and APIs.
• Certs like ITIL Foundations or AWS Practitioner are a plus.
• Collaborative work with Engineering, Product, and cross-functional teams.

Responsibilities

• Deliver clear, timely responses to customer inquiries and manage escalated issues.
• Diagnose and resolve complex application/configuration issues and perform root cause analysis.
• Prepare escalation reports and manage OLAs with Eng, Product Management, and Cloud Operations.
• Develop specialist knowledge across RLDatix Rostering, Workforce Management, and Payroll.
• Work with Product, Engineering, Cloud Operations, and Customer Success to resolve issues and support major incidents.

Skills

SaaS support

Zendesk / ServiceNow

ITIL Foundations

AWS Cloud

Troubleshooting

Communication

Job description

RLDatix (RLD) is on a mission to help raise the standard of care…everywhere. Trusted by over 10,000 healthcare organizations 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 UK-based, remote Second Line Support Consultant to join our Medics Support Team, so that we can provide advanced technical and functional support for customers using RLDatix workforce management solutions, including rostering, scheduling, workforce planning, and payroll-related products. The Second Line Support Consultant will investigate and resolve complex customer issues, support customers through critical operational challenges, and develop specialist expertise in workforce management technologies.

How You'll Spend Your Time

• Deliver clear, accurate, and timely responses to customer enquiries and manage escalated support issues in order to maintain customer confidence throughout the support lifecycle.
• Diagnose and resolve complex application, configuration, and integration issues and perform root cause analysis in order to address underlying causes of recurring customer issues.
• Prepare detailed escalation reports and manage operational-level agreements (OLAs) in order to drive escalated cases through to resolution with Engineering, Product Management, and Cloud Operations.
• Develop specialist knowledge across RLDatix Rostering, Workforce Management, and Payroll solutions in order to troubleshoot issues, provide best-practice guidance, and support new product release readiness.
• Work closely with Product, Engineering, Cloud Operations, and Customer Success teams in order to resolve customer issues, support major incident management, and contribute to continuous service improvement.

What Kind of Things We're Most Interested in You Having

• Minimum of 3 years' experience within a technical support, application support, or operational support environment, with experience supporting SaaS applications and cloud-hosted solutions.
• Experience using ticket management systems such as Zendesk, ServiceNow, or similar platforms, alongside working knowledge of ITIL principles and service management processes.
• Strong troubleshooting and diagnostic skills with the ability to manage complex customer issues and prioritise multiple cases simultaneously, alongside excellent written and verbal communication skills.
• Experience supporting workforce management, rostering, scheduling, or healthcare software solutions, with knowledge of system integrations, APIs, and data imports/exports, and familiarity with cloud environments such as AWS would be desirable.
• Sincere interest in making a positive change in healthcare, with ITIL Foundation, AWS Cloud Practitioner, or similar industry certifications an advantage.
• A knack for working collaboratively with Engineering, Product, and cross-functional teams, ideally with experience within healthcare, workforce management, or public-sector organisations.

By enabling flexibility in how we work and prioritizing employee wellness, we empower our team to do and be their best. Our benefits package is designed to support your health, wellbeing, and future.

RLDatix is an equal opportunity employer, and our employment decisions are made without regard to race, color, religion, age, gender, national origin, disability, handicap, marital status or any other status or condition protected by 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].