Senior Support Engineer (Remote) – Incident Leader

BlackRainbow; United States; Remote; USD 46,000 - 56,000; Full time

Benefits offered by this job

Remote work

Flexible hours

25 days leave

Pension

Private healthcare

Death-in-service

Training & development

Regular meetups

Job summary

BlackRainbow is seeking a Senior Support Engineer to provide expert technical support across SaaS and self-hosted platforms. The role takes ownership of complex incidents, leads root-cause investigations, and collaborates with Engineering, Product and Delivery to improve reliability and customer experience.

Ideal candidates have deep troubleshooting skills, strong infrastructure knowledge, and a proactive mindset for preventing issues.

Qualifications

• Five or more years’ experience in software support, SaaS support, infrastructure support or a comparable technical support role.
• Significant experience operating at Level 2 or Tier 2 and managing complex technical cases.
• Experience owning customer issues from initial investigation through escalation, resolution and closure.
• Experience mentoring junior engineers or supporting team development.

Responsibilities

• Investigate & resolve complex technical issues, reducing unnecessary escalation and improving resolution times and overall support quality.
• Maintain high standards of ticket and case management, ensuring accurate prioritisation/categorisation, troubleshooting evidence, customer communication, escalation information and auditable records throughout the ticket lifecycle.
• Support major incident identification, technical diagnosis, service restoration and post-incident review.
• Identify and resolve recurring problems through root‑cause analysis and controlled change.
• Develop and maintain high-quality technical knowledge, including troubleshooting guides, known errors and runbooks, helping improve self‑service, resolution quality, onboarding and consistency across the support function.
• Provide technical leadership and coaching to the wider Support team as well as senior operational cover where formally required.
• Collaborate effectively across all specialist resolver groups, working with Product & Platform, Security, Enablement, Solution Consultants and Customer Success to coordinate complex investigations, remediation, customer‑specific issues and technical escalations.
• Drive proactive service and continuous improvement, using support trends, recurring issues, customer feedback and operational knowledge to improve service quality, customer experience, support efficiency and the prevention of repeat issues.

Skills

ITIL

Level 2 support

SaaS support

Infrastructure support

Incident management

Job description

BlackRainbow is seeking a Senior Support Engineer to provide expert technical support across SaaS and self-hosted platforms. The role takes ownership of complex incidents, leads root-cause investigations, and collaborates with Engineering, Product and Delivery to improve reliability and customer experience.

Ideal candidates have deep troubleshooting skills, strong infrastructure knowledge, and a proactive mindset for preventing issues.