Support Engineer in Bristol

Engineer in the Managed Service Practice

Location: Bristol, London, Manchester or Swansea with hybrid-working policy.

You will be working shifts of either 08:00‑17:00 or 09:00‑18:00 (Monday‑Friday), or during limited peak periods shifts of 07:00‑16:00 or 10:00‑19:00. Depending on our client contracts you may be required to join the Out of Hours on‑call rota to support urgent situations outside of our standard business hours. (This comes with an additional compensation payment)

About the role

As an application support engineer at Made Tech you will work collaboratively within Managed Service teams onboarding new services without disruption, deliver enhancements, provide ongoing maintenance and support services, as well as continuously improving both digital services and service operations using DevSecOps practices and data‑driven user analytics. Operating within a managed service environment, you will maintain a range of digital services, data services, and platform offerings. You will maintain application management procedures and documentation and manage application enhancements through to live operation.

Key responsibilities

• Taking part in proactive knowledge transfer activities with incumbent suppliers.
• Code review and quality analysis including the review of complete services, including the implementation of code scanning tooling.
• Reviewing and improving technical documentation such as architecture overviews, deployment process definition and incident resolution runbooks.
• Ensuring that all requests for support are dealt with according to set standards and procedures, and suggesting ways to improve those processes over time.
• Participating in incident investigation/root cause analysis and delivering technical solutions targeting the root cause within agreed SLAs.
• Implementing application enhancements to improve business performance, applying a holistic product lens to services.
• Providing out of hours support where necessary – shifts managed via on‑call rota.
• Automating and improving the monitoring of application performance including the setting up of cloud and application level monitoring tooling.
• Updating documentation such as knowledge base articles, playbooks and service definitions.
• Applying test‑driven development, ensuring appropriate test coverage and evidencing the outcomes of testing.
• Design, build and maintain CI/CD pipelines including automated testing supporting multiple environments.
• Being an active member of Made Tech’s communities of practice, sharing knowledge and learning from others.

Skills, knowledge and expertise

• Application Coding: Successful applicants can demonstrate making changes or bug fixing to an application code base.
• Experience of common IT Service Management (ITSM) tooling such as ServiceNow, ZenDesk, PagerDuty and/or JIRA Service Desk.
• Experience of working with agile methodologies and agile ways of working.
• Experience of incident management.
• Experience of cloud technologies such as AWS.
• Experience with at least one programming language and able to demonstrate knowledge of SOLID principles, Object‑Oriented programming and TDD.
• Familiarity with IaC (Infrastructure as Code) such as Terraform.

Eligibility for Security Clearance (SC)

An increasing number of our customers are specifying a minimum of SC (security check) clearance in order to work on their projects. As a result, we are looking for all successful candidates for this role to have eligibility. Eligibility for SC requires 5 years’ UK residency and 5 years’ employment history (or back to full‑time education). Please note that if at any point during the interview process it is apparent that you may not be eligible for SC, we won’t be able to progress your application and we will contact you to let you know why.

Benefits

• 30 days Holiday: We offer 30 days of paid annual leave.
• Flexible Parental Leave: We offer flexible parental leave options.
• Remote Working: We offer part time remote working for all our staff.
• Paid counselling: We offer paid counselling as well as financial and legal advice.
• We recently introduced a flexible benefit platform which includes a Smart Tech scheme, Cycle to work scheme, and an individual benefits allowance you can invest in a health care cash plan or pension plan.
• We’re also big on connection and have an optional social and wellbeing calendar of events for all employees to join should they choose to.