Senior Support Engineer (SaaS)

Location: UK (Remote)

Compensation: £38,000 per year

Company

hirify.global develops NIMBUS, a SaaS and self-hosted investigation case-management platform for law enforcement, government intelligence sectors, and large corporate organisations.

What you will do

• Investigate and resolve complex technical issues across SaaS, cloud-hosted, self-hosted, and on-premises customer environments.
• Manage tickets and cases throughout their lifecycle, including prioritisation, categorisation, evidence gathering, customer communication, escalation, resolution, and closure.
• Support major incident identification, technical diagnosis, service restoration, and post-incident reviews.
• Identify recurring problems through root-cause analysis and controlled change, improving service reliability and preventing repeat issues.
• Create and maintain troubleshooting guides, known errors, runbooks, and other technical knowledge resources.
• Provide technical leadership, mentor support engineers, and collaborate with Engineering, Product, Delivery, Security, Enablement, Solution Consultants, and Customer Success teams.

Requirements

• Ability to pass DBS, NPPV3, and SC vetting.
• Five or more years of experience in software support, SaaS support, infrastructure support, or a comparable technical support role, including significant Level 2 or Tier 2 experience.
• Practical experience working within an ITIL-aligned support environment.
• Experience supporting both cloud-hosted and self-hosted or on-premises customer environments.
• Experience owning customer issues from initial investigation through escalation, resolution, and closure.
• Experience managing high-priority incidents in a structured incident-response environment.
• Demonstrable experience collaborating with specialist resolver teams.
• Experience mentoring junior engineers or supporting team development.

Nice to have

• Knowledge of ISO 27001 and ISO 9001 standards.

Culture & Benefits

• Fully remote working from the UK, including working-from-home expenses.
• Flexible working hours.
• Twenty-five days of annual leave in addition to public holidays.
• Workplace pension, private healthcare including eligible family members, and death-in-service cover at three times annual salary.
• Training and professional-development support, plus regular company meet-ups.

Hiring process

• Apply via the BambooHR link on the careers page.