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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Senior Technical Support Consultant - **Company:** RLDatix - **Location:** London, UK - **Experience:** Expert - **Salary:** £45,370.0 - **Contract:** Temporary contract - **Skills:** Application Programming Interfaces (APIs), Amazon Web Services, Microsoft Azure, Software as a Service, Databases, Issue Tracking Systems, Systems Integration, Cloud Platform System, Zendesk - **Published:** August 5, 2026 - **Apply:** https://www.adzuna.co.uk/jobs/details/5828650863 ## About the Role * 3+ years' experience in a support or operational environment, ideally within SaaS or technology. * Proven success in working with SaaS platforms, system integrations, ITIL processes, and ticketing systems such as Zendesk, alongside a working knowledge of databases, APIs, and cloud environments (AWS or Azure). * In-depth knowledge on how to diagnose and resolve routine and moderately complex customer support issues, prepare escalation reports, and participate in technical risk reviews. Certifications such as ITIL Foundation, AWS Cloud Practitioner or Service Management qualifications are preferred but not mandatory if equivalent experience can be demonstrated. * Ability to commute to the Richmond or Stoke office as required at the manager's discretion, on an occasional basis. * Sincere interest in improving healthcare through technology, with experience in healthcare, workforce management, or public-sector technology highly advantageous. Familiarity with regulatory frameworks such as NHS Digital, ESR, GDPR, and general data-protection standards is essential. * A knack for working collaboratively within cross-functional teams spanning L3 Support, Sustained Engineering and Product, with strong communication skills and the ability to deliver clear, structured technical explanations to customers. * Comfortable providing service coverage between 8:00am and 8:00pm, including participating in a rota for shifts, on-call support, and bank-holiday cover. By enabling flexibility in how we work and prioritizing employee wellness, we empower our team to do and be their best. Key benefits include private health and group accident insurance, an Employee Assistance Program (EAP) for confidential support, and Loyalty Awards for long-service employees. ## Description We're searching for a UK-based Senior Technical Support Consultant to join our Level 2 Customer Support team, so that we can deliver advanced technical assistance for complex customer issues and ensure high-quality service and operational stability for our customers. The Senior Technical Support Consultant will apply developing expertise in RLDatix products to diagnose and resolve escalated challenges, communicate clearly with customers, coordinate with engineering teams, and contribute to root cause analysis, risk mitigation, and support readiness for new product releases. How You'll Spend Your Time * Deliver clear and timely technical responses to customer inquiries in order to resolve routine and moderately complex support scenarios and keep customers informed throughout the troubleshooting cycle. * Utilise established diagnostic methods to systematically examine and resolve customer technical problems, supporting root cause analysis and contributing to team-based solution development. * Identify escalation triggers and coordinate with L3 Support and Sustained Engineering teams in order to manage operational-level agreements (OLAs), create escalation reports, and support stable customer operations. * Apply growing knowledge of RLDatix product configurations to address customer inquiries and support the team's readiness for new product releases through effective knowledge transfer. * Contribute to incident documentation, knowledge base updates, and feedback loops with engineering teams in order to reduce repeat incidents and continuously improve support processes. ## Related Videos - [Developer Tools for Microsoft Azure](https://www.wearedevelopers.com/videos/450-developer-tools-for-microsoft-azure) - [Kubernetes and Microservices with Multi-Model Databases](https://www.wearedevelopers.com/videos/382-kubernetes-and-microservices-with-multi-model-databases) - [The AI Agent Path to Prod: Building for Reliability](https://www.wearedevelopers.com/videos/1523-the-ai-agent-path-to-prod-building-for-reliability) - [Unlocking the potential of Digital & IT at Vodafone](https://www.wearedevelopers.com/videos/602-unlocking-the-potential-of-digital-it-at-vodafone) - [Develop enterprise-ready applications for Microsoft Teams with Azure resources on modern web technologies](https://www.wearedevelopers.com/videos/187-develop-enterprise-ready-applications-for-microsoft-teams-with-azure-resources-on-modern-web-technologies) - [Fault Tolerance and Consistency at Scale: Harnessing the Power of Distributed SQL Databases](https://www.wearedevelopers.com/videos/1146-fault-tolerance-and-consistency-at-scale-harnessing-the-power-of-distributed-sql-databases) ## Related Articles - [Software Engineer Salary London](https://www.wearedevelopers.com/magazine/252-software-engineer-salary-london) - [Best Companies to work for in London: Top 25 Companies in 2023](https://www.wearedevelopers.com/magazine/187-best-companies-to-work-for-in-london-top-25-companies-in-2023) - [Fully Remote Software Engineer Jobs](https://www.wearedevelopers.com/magazine/447-fully-remote-software-engineer-jobs) - [Fullstack Developer Salary UK](https://www.wearedevelopers.com/magazine/251-fullstack-developer-salary-uk) - [Data Analyst Salary in the UK](https://www.wearedevelopers.com/magazine/278-data-analyst-salary-in-the-uk) - [Data Engineer Salary UK](https://www.wearedevelopers.com/magazine/253-data-engineer-salary-uk)