About Us At Oak Engage, we’re on an exciting growth journey—backed by a major investment from NorthEdge to scale our impact and redefine the future of employee engagement. Trusted by some of the UK’s biggest brands, including Aldi, Five Guys, and ITV, we help organisations connect, engage, and empower their people through smarter, more personalised internal communication. With our next stage of expansion underway, we’re building a team of bold, ambitious thinkers ready to make their mark at a high-growth, purpose-driven SaaS company. If you’re looking to shape the future of work and grow alongside a company that’s going places, now’s the time to join Oak. The Role As a Senior Support Engineer, you’ll be a key escalation point for technically challenging issues across our platform. You’ll work hands-on with logs, APIs, integrations, and cloud infrastructure to diagnose problems, implement fixes, and drive long-term improvements. You’ll collaborate closely with engineering and our Cloud & Platform teams to ensure incidents are resolved quickly and root causes are addressed. This role suits someone who is highly technical, analytical, and comfortable working deep in the stack. What You’ll Do Act as the technical escalation point for high-priority and complex support cases. Perform in-depth troubleshooting across cloud & platform teams Analyse logs, debug code paths, and trace API calls to pinpoint root causes. Partner with engineering to reproduce issues, verify fixes, and ensure knowledge is fed back into the product. Contribute to monitoring, alerting, and incident response processes. Build and maintain internal tooling to improve support efficiency. Document technical solutions and best practices for both internal teams and external customers. Requirements What We’re Looking For Solid experience as a Support Engineer, Site Reliability Engineer, or similar technical role in a SaaS/enterprise software environment. Strong understanding of cloud platforms (Azure, AWS, or GCP), networking, and system administration. Proficiency with APIs, authentication (SSO, SAML, OAuth), and integrations. Hands-on experience with SQL and database troubleshooting. Familiarity with logging, monitoring, and observability tools. Ability to write and debug scripts (e.g. Python, PowerShell, Bash) to support investigations. Excellent problem-solving and analytical skills, with a methodical approach to debugging. Proficiency in C# .NET Framework, and the MVC pattern for backend development Proficiency in LINQ patterns for database queries Experience with Vue.js, TypeScript, JavaScript, and HTML for frontend development Experience with version control systems, such as Git, for managing code changes and collaboration Nice to Have Experience supporting enterprise-scale, mission-critical SaaS applications. Knowledge of containerisation (Docker, Kubernetes). Background in DevOps or site reliability practices. Experience contributing to post-incident reviews and driving systemic fixes. Benefits Why Join Oak? A meaningful role in a mission-led SaaS company with strong growth and product-market fit The chance to work with household brands and solve real-world enterprise challenges Flexible hybrid or remote working options Private health insurance, life insurance, and Employee Assistance Programme (EAP) Gym contribution and travel allowance Enhanced maternity, paternity, and discretionary leave Generous holiday policy (25 days Bank Holidays additional discretionary days) Regular team socials and a positive, collaborative culture Our Recruitment Process Hiring Manager Interview Deep dive into architecture, problem-solving, and team contributions Assess communication and curiosity Technical Task or Live Pairing Realistic, time-bound task or live coding session Use structured rubric for fairness (avoid freeform “whiteboarding”) "Focus on team collaboration, code quality, and feedback" Peer Technical Panel/Culture Fit / CTO Chat - In person at our NCL HQ Includes cross-functional devs, product manager or designer Assess long-term growth potential and alignment with tech principles Opportunity for candidate to ask strategic questions Equality & Diversity at Oak At Oak, we’re committed to building a diverse and inclusive workplace where everyone feels welcome, supported, and able to thrive. We believe that different perspectives make us stronger, and we actively encourage applications from people of all backgrounds, experiences, and identities — including, but not limited to, race, ethnicity, gender, age, disability, sexual orientation, and socio-economic status. We are an equal opportunities employer. All hiring decisions are based on business needs, role requirements, and individual qualifications — without bias or discrimination. If you require any adjustments to the interview process or the role itself to support accessibility, please let us know — we’re happy to help.