Senior Support Engineer (Remote-UK)

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

Location: United Kingdom

Location: UK (Remote)

Employment Type: Full-time

Position: Senior Support Engineer

Minimum Experience: 5+ years of experience in software support, infrastructure support, or a similar technical role, with significant time spent handling complex Level 2 issues

Compensation: £38,000

Summary:

BlackRainbow is seeking an experienced, customer-focused Senior Support Engineer to provide
technical support across its SaaS and self-hosted platforms. The role will take ownership of complex
incidents, service requests and technical escalations as well as combine advanced troubleshooting
with professional customer communication.

Who We Are:

BlackRainbow was created to solve investigation case-management inefficiencies experienced by
investigators in law enforcement, government intelligence sectors and large corporate

organisations.

We have grown rapidly since bringing our NIMBUS product to market and are working towards
becoming the standard bearer for innovative investigation case-management solutions globally.
We have worked as, and alongside, investigators in more than forty countries over the past two
decades. This experience helps us understand investigative challenges and develop solutions that
meet the needs of investigators and analysts.

What we are looking for:

The Senior Support Engineer will play a key role in ensuring our customers receive fast, effective, and technically sound support across both our SaaS and self‑hosted environments. They will take ownership of complex issues, lead root‑cause investigations, and contribute to improvements that strengthen our product reliability and customer experience. Working closely with BlackRainbow’s Engineering, Product, and Delivery teams, they will help shape best practices, evolve our documentation, and mentor others within the team.

Our ideal candidate brings deep technical troubleshooting experience, a strong understanding of modern infrastructure, and a proactive mindset for preventing issues before they arise. Experience working within ITIL frameworks, along with knowledge of standards such as ISO 27001 and ISO 9001, would be highly beneficial. We’re looking for someone who is calm under pressure, confident in managing high‑priority incidents, and motivated to drive continuous improvement across the support function.

Key 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.

Essential Requirements

• Ability to pass DBS, NPPV3 & SC Vetting
• Practical experience working within an ITIL‑aligned support environment.
• 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.
• Proven experience supporting both cloud‑hosted and self‑hosted or on‑premises customer environments.
• Experience owning customer issues from initial investigation through escalation, resolution and closure.
• Experience managing high‑priority incidents and working in a structured incident‑response
  environment.
• Demonstrable experience collaborating with other specialist resolver teams.
• Experience mentoring junior engineers or supporting team development.

WHY JOIN BLACK RAINBOW?

Black Rainbow is ambitious, driven and deeply cares about the ability to make a difference to people’s lives with our software. Be a part of our team as we scale up.

Some of our benefits:

• Fully remote working, including working‑from‑home expenses.
• Flexible working hours.
• Twenty‑five days’ annual leave in addition to public holidays.
• Workplace Pension.
• Private healthcare, including eligible family members.
• Death‑in‑service cover at three times annual salary.
• Training and professional‑development support.
• Regular company meet‑ups.