Type: Full-time
Build a support function that keeps critical infrastructure moving
Behind our UK wide infrastructure is technology that simply must work.
We’re partnering with a growing technology business operating at the heart of this space. Their platform underpins real-time information and operational communications across live environments, where downtime isn’t just inconvenient, it has real-world impact.
They’re now looking for a Senior Application Support Engineer to take ownership of, and evolve, their entire support function.
This is a hands on role with genuine scope: helping shaping strategy, embedding process, improving performance, and building a function that delivers consistently excellent service in a complex, mission-critical environment.
The role
You’ll lead and develop a multi-layered support function spanning first-line through to technical support, ensuring service reliability across both cloud-based systems and field-deployed technology.
This isn’t just about managing tickets it’s about building a scalable, insight-driven support operation that can grow with the business.
You’ll:
* Define and deliver the Support Services strategy and roadmap
* Bring structure and rigour to service delivery using tools like Jira, Azure DevOps and Confluence
* Own SLA performance, reporting and continuous improvement initiatives
* Act as the senior escalation point for high-priority incidents
* Drive root cause analysis, automation and service optimisation
* Build, coach and develop a high-performing support team
* Partner cross-functionally with Product, Engineering and Customer teams
* Play a key role in customer onboarding and ongoing service reviews
Why this role matters
The systems you’ll support operate in live, operational environments where reliability, clarity and speed of response are critical.
Your work will directly impact how thousands of end users experience essential services every day.
If you’re motivated by ownership, impact, and building something better, this role offers a genuine opportunity to shape how support is delivered at scale.
What we’re looking for
You’re likely to bring:
* Experience in fast-paced IT services, SaaS or telecoms environments
* A track record or ability & drive to lead First Line and Technical Support teams
* Strong capability in service reporting, analytics and performance management
* Deep experience with Jira Service Management and Azure DevOps
* A structured approach to knowledge management (Confluence or similar)
* A mindset focused on continuous improvement and operational excellence
* Experience supporting cloud platforms in live or operational environments
* Exposure to hardware, endpoint or field-based systems
* Scaling support functions in high-growth businesses
* Driving automation and self-service capability
What’s on offer
* £50,000 – £60,000 salary (depending on experience) and open for discussion
* 25 days holiday + bank holidays
* Remote first but requirement for regular office time
* Onsite parking
* The chance to work on complex, real-world systems with tangible impact
Interested?
Apply with your CV and a short supporting statement outlining your experience and approach to building high-performing support functions.
Please note: applicants must have the right to work in the UK. Unfortunately, sponsorship is not available. Pre-employment screening will apply.
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