Senior 3rd Line Support Engineer/Azure/M365/Customer Success Specialist (MSP)
Location: Bristol Office-based 4 days per week + customer site visits
Salary: £43k + benefits
Start: ASAP (Immediate or up to 4 weeks' notice)
Role Overview:
We are seeking an experienced Senior 3rd Line Support Engineer to join our MSP environment in a highly customer-facing, escalation and mentoring-focused role.
This position blends senior technical support, customer success, and service improvement, acting as both a technical escalation point and a trusted advisor to customers. You will support multiple clients, work closely with service desk and consulting teams, and play a visible role in improving customer outcomes, service quality, and adoption of managed services.
This is an ideal role for someone with strong MSP experience, an appetite to coach and mentor others, and a desire to progress into technical leadership or service management.
Core Purpose:
* Drive customer satisfaction, retention, and service excellence
* Act as 3rd line escalation for complex, high-impact incidents
* Support onboarding, adoption, and ongoing customer success
* Provide a higher-level view of customer environments and engagement
* Use data and insight to proactively improve service delivery
Key Responsibilities:
1. Issue Res...