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# Senior Support Engineer

- **Company:** OneAdvanced
- **Location:** Birmingham, United Kingdom
- **Experience:** Expert
- **Contract:** Permanent contract
- **Skills:** Software Applications, Business Software, Software as a Service, Issue Tracking Systems, Software Systems, Software Troubleshooting, Servicenow
- **Published:** November 14, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=f1823b7083c5dc2a

## About the Role

We're looking for someone who combines strong customer service skills with technical confidence, curiosity and a genuine desire to solve problems., * Experience in application support, software support, IT support or another customer-facing technical support environment.

 * Strong problem-solving skills, with the ability to investigate issues, ask the right questions and work towards practical solutions.
 * Excellent communication skills, with the confidence to speak directly with customers and explain technical information clearly.
 * A proactive, accountable approach, taking responsibility for your work and following issues through to resolution.
 * Good general IT literacy and confidence learning new systems and software applications.
 * The ability to manage competing priorities, stay organised and work effectively in a remote team.
 * Adaptability, a willingness to learn and the confidence to ask for support when needed.

It would be an advantage if you have:

 * Experience supporting SaaS products or business software applications.
 * Previous experience managing escalated or second-line support tickets.
 * Familiarity with ticketing systems such as ServiceNow.
 * Experience providing remote support or troubleshooting software issues within customer environments.
 * Experience working within a healthcare technology or software environment.

## Description

We're looking for a Senior Support Engineer to join our Healthcare Support team at OneAdvanced, supporting software solutions used by healthcare professionals.

This is a great opportunity for someone with a background in application support or SaaS / tech support who enjoys investigating problems, taking ownership and delivering an excellent customer experience.
What You Will Do:

Working as part of our Healthcare Support team, you'll investigate and resolve software-related issues escalated from our first-line support colleagues. Your responsibilities will include:

Investigating and resolving customer software and application support issues, using a logical and structured approach to troubleshooting.

Taking ownership of escalated support tickets, managing cases through to resolution and keeping customers informed throughout.

Working directly with customers to understand their issues, identify solutions and provide clear, practical guidance.

Using remote access tools, where appropriate, to investigate and resolve issues within customer environments.

Collaborating with colleagues across our UK and India support teams to ensure issues are resolved effectively.

Maintaining accurate case notes and contributing to knowledge base articles, troubleshooting guides and support documentation.

Identifying recurring issues, recognising trends and sharing recommendations to improve our services and customer experience.

Managing your workload effectively, prioritising customer issues and knowing when to seek guidance or escalate more complex problems.
What You Will Have