Job Title: Senior Azure SaaS Reliability & Support Engineer
Department: Service Delivery
Location: Kingston Upon Thames / Hybrid, United Kingdom
Reports To: Head of Customer Support
Contract Type: Permanent
Contracted Hours/Days: 37.5 hours / 5 days
About Us
At Reveal, passion meets purpose. Our body-worn video solutions are more than just technology; they’re a testament to our commitment to safety, innovation and change. Rooted in the UK, we’ve become a trusted ally for many police forces, local authorities, retailers and private organisations; helping to pioneer and drive the application of body-worn video in settings and geographies where we can see exciting potential. With an influence now spanning over 40 countries, our mission to make a positive impact continues to gain momentum.
Purpose
We operate hundreds of Single Tenant (ST) and Multi Tenant (MT) deployments for customers across Azure, each with their own servers, database, and storage. This role exists to keep every deployment healthy, performant, and reliable — resolving customer‑specific issues, ensuring fleet‑wide uptime, and building automation to prevent problems before they happen.
Your Responsibilities and Tasks
You will be the bridge between support, engineering, and cloud operations.
* Investigating and fixing complex application and infrastructure issues.
* Monitoring capacity, performance, and error budgets across all deployments.
* Designing automation and tooling to improve reliability and reduce manual work.
* Monitor ST and MT environments for server performance, response times, error rates, and application health.
* Detect and resolve database issues, stalled file processing, or misplaced storage objects.
* Use Azure diagnostics and telemetry to troubleshoot and resolve complex incidents.
* Provide third‑line support for escalated customer cases, collaborating with development for code‑level fixes.
Reliability Engineering (Fleet Level)
* Maintain uptime, performance, and scalability across all ST and MT deployments.
* Define and track service‑level objectives (SLOs) and error budgets for different environment types.
* Perform capacity planning for servers, databases, and storage, scaling resources before issues occur.
* Identify systemic patterns causing downtime and implement fixes at scale.
Automation & Tooling
* Build scripts and automation (PowerShell, C#, Azure Functions, Logic Apps) to detect and remediate common application or infrastructure issues.
* Automate environment health checks and reporting.
* Develop self‑healing routines for recurring problems.
Monitoring & Reporting
* Incident trends and recurring issue analysis.
* Provide regular reliability reports and improvement recommendations to stakeholders.
* Feed recurring issues and systemic risks into the continuous improvement programme.
* Contribute to post‑incident reviews with actionable follow‑ups.
* Maintain troubleshooting guides and technical runbooks for common issues.
Success Measures (KPIs)
* Error Budget Burn Rate: Maintain within agreed thresholds.
* Reduce MTTR for P1/P2 incidents.
* Reduce recurrence rate of common issues.
* Automation Impact:
* Number of recurring issues automated/self‑healed.
* Hours saved through automation vs manual intervention.
* Customer Impact:
* Reduced escalations from L1/L2 support.
* Improved customer satisfaction for technical cases.
Your Qualifications, Technical Skills and Experience
* 3+ years in third‑line support, SRE, or cloud operations for enterprise SaaS.
* Proven track record in incident resolution and root cause analysis.
* Experience working with both multi‑tenant and single‑tenant cloud architectures.
* Strong background in supporting C# / .NET Core / MVC web applications with SQL Server backends and Azure Blob Storage.
* Proficient in SQL for investigation and remediation.
* Scripting and automation skills in PowerShell and/or C#.
* Understanding of Azure components: App Services, VMs, SQL DB, Blob Storage, scaling strategies.
* Experience in capacity planning, SLOs, and error budget management.
Your Personal Skills and Attributes
* Exceptional problem‑solving skills with strong attention to detail.
* Ability to clearly document findings and communicate with technical and non‑technical audiences.
* Calm under pressure during high‑priority incidents.
* Collaborative mindset, working closely with support, dev, and ops teams.
This job description is not intended to be an exhaustive list of duties and responsibilities. You may be expected to perform different tasks as the needs of the business and your role evolve. Your job description will be reviewed and updated accordingly.
Benefits
* Private Medical Insurance: Your health matters, and we’ve got you covered.
* Birthday Off: Celebrate your day your way – it’s on us.
* Holiday Purchase: Need more downtime? Purchase up to an additional 5 days of holiday.
* Employee Assistance Programme: Confidential 24/7 helpline and support for you and your immediate family.
* Time for You: We value your personal time. That’s why we aim to finish work at 2 pm on Fridays.
* Better Working: We embrace hybrid working and, where it is operationally practicable, we support employees splitting their working time between the office and home.
* Pension: Plan for tomorrow with our pension scheme via NEST.
Our Green Initiatives
Our commitment to a greener future isn’t just words – we take it seriously. As a result, we have set ourselves the ambitious goal of reducing our energy, carbon, and waste footprint to zero. We continuously review our operations against our sustainability goals and all our company cars are electric. We believe in investing in companies working towards a cleaner and greener future and we also reward any employee who uses or switches to using green energy …… because every step, big or small, contributes to significant change.
Seniority Level
Associate
Employment Type
Full‑time
Job Function
Information Technology
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