<p>Location: UK (Remote)</p><h3>Employment Type: Full-time</h3><h3>Position: Senior Support Engineer</h3><p>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</p><h3>Compensation: £38,000</h3><h3>Summary:</h3><p><a href="https://himalayas.app/companies/blackrainbow">BlackRainbow</a> is seeking an experienced, customer-focused Senior Support Engineer to provide <br>technical support across its SaaS and self-hosted platforms. The role will take ownership of complex <br>incidents, service requests and technical escalations as well as combine advanced troubleshooting <br>with professional customer communication.</p><h3>Who We Are: </h3><p><a href="https://himalayas.app/companies/blackrainbow">BlackRainbow</a> was created to solve investigation case-management inefficiencies experienced by <br>investigators in law enforcement, government intelligence sectors and large corporate </p><h3>organisations. </h3><p>We have grown rapidly since bringing our NIMBUS product to market and are working towards <br>becoming the standard bearer for innovative investigation case-management solutions globally. <br>We have worked as, and alongside, investigators in more than forty countries over the past two <br>decades. This experience helps us understand investigative challenges and develop solutions that <br>meet the needs of investigators and analysts. </p><h3>What we are looking for:</h3><p>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 <a href="https://himalayas.app/companies/blackrainbow">BlackRainbow</a>’s Engineering, Product, and Delivery teams, they will help shape best practices, evolve our documentation, and mentor others within the team.</p><p>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.</p><h3>Key Responsibilities </h3><ul> <li>Investigate &amp; resolve complex technical issues, reducing unnecessary escalation and <br>improving resolution times and overall support quality. </li> <li>Maintain high standards of ticket and case management, ensuring accurate <br>prioritisation/categorisation, troubleshooting evidence, customer communication, <br>escalation information and