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- Tasks: Own complex technical issues and drive fast resolutions for our customers.
- Company: Join BlackRainbow, a leader in innovative investigation case management solutions.
- Benefits: Enjoy competitive salary, remote work, flexible hours, and generous leave.
- Why this job: Make a real impact while working with cutting-edge technology in a supportive team.
- Qualifications: 5+ years in software support with strong troubleshooting skills required.
- Other info: Be part of a dynamic team with excellent career growth opportunities.
The predicted salary is between 36000 - 60000 ÂŁ per year.
Location: UK (remote)
Employment Type: Full time
Minimum Experience: 5+ years of experience in software support, infrastructure support, or a similar technical role, with significant time spent handling complex Level 2 issues
Compensation: Competitive
Summary
BlackRainbow are looking for a Senior Support Engineer to join our team. The ideal candidate will own complex technical issues across our SaaS and self‑hosted platforms, driving fast, high quality resolutions for our customers.
Who We Are
BlackRainbow was created to solve investigation case management inefficiencies faced by Investigators in Law Enforcement, Government Intelligence Sectors, and large Corporates at an Enterprise level. We have grown rapidly since bringing our NIMBUS product to market and are well on the way to becoming the standard bearer for innovative investigation case management solutions globally. We have worked as, and with, investigators in over forty countries over the past two decades to understand investigative challenges and develop solutions to meet the needs of the Investigator and Analyst.
What We Are Looking For
The Senior Support Engineer will play a key role in ensuring our customers receive fast, effective, and technically sound support across both our SaaS and self‑hosted environments. They will take ownership of complex issues, lead root‑cause investigations, and contribute to improvements that strengthen our product reliability and customer experience. Working closely with BlackRainbow’s Engineering, Product, and Delivery teams, they will help shape best practices, evolve our documentation, and mentor others within the team.
Our ideal candidate brings deep technical troubleshooting experience, a strong understanding of modern infrastructure, and a proactive mindset for preventing issues before they arise. Experience working within ITIL frameworks, along with knowledge of standards such as ISO 27001 and ISO 9001, would be highly beneficial. We’re looking for someone who is calm under pressure, confident in managing high‑priority incidents, and motivated to drive continuous improvement across the support function.
Key Responsibilities
- Manage incoming support queries via BlackRainbow’s Support Portal, engaging with customers in a professional manner
- Develop and maintain advanced troubleshooting guides and internal documentation
- Assist in onboarding new team members and contribute to training programs
- Handle complex or high-priority customer issues requiring advanced troubleshooting
- Mentor and guide Support Engineers to improve technical and customer-service skills
- Conduct proactive system reviews to identify potential issues before they impact customer experience
- Review and improve knowledge‑base content created by the support team
- Provide feedback to the Product Office and Product Engineering teams on recurring issues and customer needs
- Participate in on‑call rotations or incident response team as required
- Identify, track, and advocate for product improvements based on patterns observed in customer issues
- Work with Platform Engineering team on proactive monitoring solutions for cloud installs in Azure; including monitoring of MS SQL Azure databases & monitoring of App Services
Requirements
- Proven Level 2 technical support experience in software, SaaS, or infrastructure environments, supporting both cloud and on‑premises deployments
- Strong diagnostic and troubleshooting capabilities, able to investigate complex issues across application, infrastructure, and integration layers
- Solid knowledge of modern server environments, including Windows administration, networking fundamentals, system logs, and performance monitoring
- Strong understanding of cloud‑hosted services, particularly Azure App Services, App Insights, Azure Monitor, and core networking concepts
- Hands‑on experience with SaaS technologies, including REST APIs, authentication frameworks (OAuth, SSO, SAML), and major cloud platforms (Azure, AWS, GCP)
- Comfortable reading and writing SQL Server queries
- Experience supporting self‑hosted customer environments, including installations, upgrades, and working with databases and web servers
- Skilled in conducting root‑cause analysis, producing clear RCA documentation, and collaborating with engineering teams to implement long‑term solutions
- Excellent communication skills, able to clearly explain technical issues to both technical and non‑technical audiences
- Experience mentoring junior team members, contributing to knowledge sharing, training sessions, and best‑practice development
- Strong documentation abilities, including creating and maintaining troubleshooting guides and knowledge‑base content
- Willingness to work in shift‑based patterns and join on‑call rotations, effectively managing high‑priority incidents with calm and structured problem‑solving
Desirable
- Experience working within ITIL frameworks, particularly around incident, problem, and change management
- Understanding of ISO 27001, ISO 9001, and other relevant IT, security, and quality‑management standards
- Strong grasp of JSON and XML data structures
- Ability to collaborate effectively with Product, Engineering and QA teams
- A proactive mindset, with the ability to identify improvements in processes, tooling, and customer experience
- Strong stakeholder management skills and confidence representing the support function internally.
- Certifications such as ITIL Foundation, CompTIA Network+, Azure/AWS associate‑level, or similar (advantageous but not essential)
WHY JOIN BLACK RAINBOW?
Black Rainbow is ambitious, driven and deeply cares about the ability to make a difference to people’s lives with our software. Be a part of our team as we scale up.
SOME OF OUR BENEFITS
- Competitive salary
- Fully remote with working from home expenses
- Flexible working hours
- Twenty‑five days annual leave (in addition to public holidays)
- Pension
- Private health care which includes family members
- Death in service (three times annual salary)
- Training support
- Regular company meetups
Senior Support Engineer (Remote-UK) in Ipswich employer: Black Rainbow
Contact Detail:
Black Rainbow Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Senior Support Engineer (Remote-UK) in Ipswich
✨Tip Number 1
Network like a pro! Reach out to your connections on LinkedIn or other platforms. Let them know you're on the lookout for a Senior Support Engineer role. You never know who might have the inside scoop on job openings!
✨Tip Number 2
Prepare for those interviews by brushing up on your technical skills. Make sure you can confidently discuss complex Level 2 issues and your troubleshooting experience. Practice explaining your thought process clearly, as communication is key!
✨Tip Number 3
Don’t just apply anywhere; focus on companies that align with your values and expertise. Check out our website for openings at BlackRainbow. Tailor your approach to show how you can contribute to our mission of improving investigation case management.
✨Tip Number 4
Follow up after interviews! A quick thank-you email can go a long way in leaving a positive impression. Mention something specific from your conversation to remind them of your fit for the role. It shows you're genuinely interested!
We think you need these skills to ace Senior Support Engineer (Remote-UK) in Ipswich
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Senior Support Engineer role. Highlight your experience with complex Level 2 issues and any relevant SaaS or infrastructure support roles you've had. We want to see how your skills match what we're looking for!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're passionate about joining BlackRainbow and how your background aligns with our mission. Don’t forget to mention your proactive mindset and troubleshooting experience!
Show Off Your Technical Skills: In your application, be sure to showcase your technical skills, especially around cloud services like Azure and your experience with SQL. We love seeing candidates who can clearly communicate their technical expertise, so don’t hold back!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re keen on joining our team at BlackRainbow!
How to prepare for a job interview at Black Rainbow
✨Know Your Stuff
Make sure you brush up on your technical knowledge, especially around SaaS, cloud services, and troubleshooting. Be ready to discuss your experience with Level 2 issues and how you've resolved complex problems in the past.
✨Showcase Your Problem-Solving Skills
Prepare to share specific examples of how you've handled high-priority incidents. Think about times when you conducted root-cause analysis and what steps you took to prevent similar issues in the future.
✨Communicate Clearly
Practice explaining technical concepts in simple terms. You'll need to demonstrate that you can communicate effectively with both technical and non-technical audiences, so think about how you would explain a complex issue to someone without a tech background.
✨Be Proactive
Highlight your proactive mindset by discussing any initiatives you've taken to improve processes or customer experience. Mention any experience you have with ITIL frameworks and how you've contributed to team training or documentation.
