Senior Support Engineer (Remote-UK)

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. If you who have the required skills and experience, together with the drive and ambition to succeed in this role, please apply via the BambooHR link in our career page.