IT Support Analyst I providing first - level technical support for IT incidents in a healthcare environment. Collaborating with internal teams and educating users on cybersecurity and technologies.
About the role
- Senior Support Engineer at Oak Engage acting as technical escalation point for complex issues. Collaborating closely with engineering and platform teams in a fast-paced SaaS environment.
Responsibilities
- Act as the technical escalation point for high-priority and complex support cases.
- Perform in-depth troubleshooting across cloud & platform teams
- Analyse logs, debug code paths, and trace API calls to pinpoint root causes.
- Partner with engineering to reproduce issues, verify fixes, and ensure knowledge is fed back into the product.
- Contribute to monitoring, alerting, and incident response processes.
- Build and maintain internal tooling to improve support efficiency.
- Document technical solutions and best practices for both internal teams and external customers.
Requirements
- Solid experience as a Support Engineer, Site Reliability Engineer, or similar technical role in a SaaS/enterprise software environment
- Strong understanding of cloud platforms (Azure, AWS, or GCP), networking, and system administration
- Proficiency with APIs, authentication (SSO, SAML, OAuth), and integrations
- Hands-on experience with SQL and database troubleshooting
- Familiarity with logging, monitoring, and observability tools
- Ability to write and debug scripts (e.g. Python, PowerShell, Bash) to support investigations
- Excellent problem-solving and analytical skills, with a methodical approach to debugging
- Proficiency in C# .NET Framework, and the MVC pattern for backend development
- Proficiency in LINQ patterns for database queries
- Experience with Vue.js, TypeScript, JavaScript, and HTML for frontend development
- Experience with version control systems, such as Git, for managing code changes and collaboration
Benefits
- A meaningful role in a mission-led SaaS company with strong growth and product-market fit
- The chance to work with household brands and solve real-world enterprise challenges
- Flexible hybrid or remote working options
- Private health insurance, life insurance, and Employee Assistance Programme (EAP)
- Gym contribution and travel allowance
- Enhanced maternity, paternity, and discretionary leave
- Generous holiday policy (25 days + Bank Holidays + additional discretionary days)
- Regular team socials and a positive, collaborative culture
Job title
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Degree requirement
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