Senior Technical Support Engineer
About the role
Serve as an escalation point for Associate Engineers, delivering tailored solutions that maximize customer value and minimize business impact. Act as a technical escalation point for the wider technical team on complex problem-solving, and run regular technical training sessions to build team knowledge. Work alongside Project Managers to perform the technical requirements of larger projects to ensure they are delivered on time and on budget.
Key responsibilities
Coordinate upgrade activities with customers and build effective relationships with customer IT teams to support project delivery
Engage in customer meetings with stakeholders as required, and complete technical checklists throughout project delivery
Maintain and improve documentation of project implementations
Perform remote hardware administration and configuration
Carry out remote software upgrades of client software (outside site operational hours)
Manage data migrations of remote client data from existing servers to the cloud platform
Manage client tenancy provisioning and subscription management
Troubleshoot and support web applications, working across the stack to identify root causes of performance and functionality issues
Remotely access customer environments to diagnose and resolve assigned support tickets and infrastructure-related issues
Root cause analysis and problem management to develop permanent fixes, not just workarounds
About you
Strong communication skills, including the ability to handle difficult, on-the-spot questions from clients and management
Experience with monitoring and observability tools such as Datadog
Familiarity with AI-driven monitoring/triage tools and hands-on experience using AI agents to support or automate workflows
Solid understanding of cloud-based application architecture and troubleshooting
Competency in SQL, including the ability to write and analyse SQL scripts
Working knowledge of SQL Server Administration
Solid understanding of networks and network administration
Experience upgrading customer environments (local clients/servers)
Remote support experience (Remote Desktop / Team Viewer / VPNs etc.)
Intermediate PowerShell scripting skills
Benefits
Health insurance for you and up to three dependents from Day 1
Hybrid work setup
Convenient shuttle service
Complimentary on-site food and coffee
25 days of leave
Access to a learning platform for skill training with progress tracking