At a Glance
- Tasks: Investigate and resolve complex technical issues while providing top-notch customer support.
- Company: Join BlackRainbow, a rapidly growing tech company making a difference in investigation case management.
- Benefits: Enjoy remote work, flexible hours, 25 days annual leave, and private healthcare.
- Other info: Collaborative culture with opportunities for professional growth and regular team meet-ups.
- Why this job: Be part of a team that values innovation and customer impact in a supportive environment.
- Qualifications: 5+ years in software support with strong troubleshooting and mentoring skills.
The predicted salary is between 40500 - 49500 £ 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: £38,000
Summary: BlackRainbow is seeking an experienced, customer-focused Senior Support Engineer to provide technical support across its SaaS and self-hosted platforms. The role will take ownership of complex incidents, service requests and technical escalations as well as combine advanced troubleshooting with professional customer communication.
Who We Are: BlackRainbow was created to solve investigation case-management inefficiencies experienced by investigators in law enforcement, government intelligence sectors and large corporate organisations. We have grown rapidly since bringing our NIMBUS product to market and are working towards becoming the standard bearer for innovative investigation case-management solutions globally. We have worked as, and alongside, investigators in more than forty countries over the past two decades. This experience helps us understand investigative challenges and develop solutions that meet the needs of investigators and analysts.
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:
- Investigate & resolve complex technical issues, reducing unnecessary escalation and improving resolution times and overall support quality.
- Maintain high standards of ticket and case management, ensuring accurate prioritisation/categorisation, troubleshooting evidence, customer communication, escalation information and auditable records throughout the ticket lifecycle.
- Support major incident identification, technical diagnosis, service restoration and post-incident review.
- Identify and resolve recurring problems through root‑cause analysis and controlled change.
- Develop and maintain high-quality technical knowledge, including troubleshooting guides, known errors and runbooks, helping improve self-service, resolution quality, onboarding and consistency across the support function.
- Provide technical leadership and coaching to the wider Support team as well as senior operational cover where formally required.
- Collaborate effectively across all specialist resolver groups, working with Product & Platform, Security, Enablement, Solution Consultants and Customer Success to coordinate complex investigations, remediation, customer‑specific issues and technical escalations.
- Drive proactive service and continuous improvement, using support trends, recurring issues, customer feedback and operational knowledge to improve service quality, customer experience, support efficiency and the prevention of repeat issues.
Essential Requirements:
- Ability to pass DBS, NPPV3 & SC Vetting.
- Practical experience working within an ITIL-aligned support environment.
- Five or more years’ experience in software support, SaaS support, infrastructure support or a comparable technical support role.
- Significant experience operating at Level 2 or Tier 2 and managing complex technical cases.
- Proven experience supporting both cloud-hosted and self-hosted or on-premises customer environments.
- Experience owning customer issues from initial investigation through escalation, resolution and closure.
- Experience managing high-priority incidents and working in a structured incident-response environment.
- Demonstrable experience collaborating with other specialist resolver teams.
- Experience mentoring junior engineers or supporting team development.
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:
- Fully remote working, including working-from-home expenses.
- Flexible working hours.
- Twenty-five days’ annual leave in addition to public holidays.
- Workplace Pension.
- Private healthcare, including eligible family members.
- Death-in-service cover at three times annual salary.
- Training and professional-development support.
- Regular company meet-ups.
Senior Support Engineer (Remote-UK) employer: Blackrainbow Ltd
Blackrainbow Ltd is an attractive employer due to its commitment to employee development and a collaborative work culture. The company provides remote working options and emphasizes continuous improvement in service quality. Employees have the opportunity to shape best practices and mentor others in a supportive environment.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Support Engineer (Remote-UK)
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Blackrainbow Ltd. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Blackrainbow Ltd before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Senior Support Engineer (Remote-UK)
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Blackrainbow Ltd:Your cover letter is your chance to shine! Tell us why you want to work at Blackrainbow Ltd specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Blackrainbow Ltd!
How to prepare for a job interview at Blackrainbow Ltd
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
