Senior Support Engineer

🔥 15 hours ago

🇬🇧 United Kingdom – Remote

💵 £38k / year

⏰ Full Time

🟠 Senior

📞 Support Engineer

👻 Ghost score 0%

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Black Rainbow

WebsiteLinkedInAll Job Openings

11 - 50 employees

Founded 2017

💼 Consulting

⚖️ Legal

📦 Logistics

Consulting • Legal • Logistics

Black Rainbow is a software company that builds the NIMBUS ecosystem — a configurable digital forensics, investigation, case management and intelligence platform for law enforcement, government and corporate security teams. Its products (NIMBUS Intelligence, Investigator and Forensics) provide audit‑ready evidence tracking, workflow automation, quality management and reporting to streamline investigation lifecycles and ensure compliance. Black Rainbow delivers its solutions as enterprise-grade software to improve efficiency, oversight and defensibility of investigations.

📋 Description

• Investigate and resolve complex technical issues, reducing unnecessary escalation and improving resolution times and overall support quality • Maintain high standards of ticket and case management, including prioritisation, categorisation, troubleshooting evidence, customer communication, escalation information and auditable records • 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 technical knowledge, troubleshooting guides, known errors and runbooks • Provide technical leadership and coaching to the wider Support team and senior operational cover when required • Collaborate with Product & Platform, Security, Enablement, Solution Consultants and Customer Success teams on 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

🎯 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 • Knowledge of ISO 27001 and ISO 9001 standards would be highly beneficial

🏖️ 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

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