About the role

What you will do

Troubleshooting and escalation

• Own Level 3 escalations end to endreproduce, diagnose root cause, and drive to resolution across OS, network, database and application layers
• Analyse logs, packet captures, stack traces, core dumps and performance counters to isolate faults in complex multi-vendor environments
• Diagnose issues spanning customer infrastructure boundaries: authentication, directory services, firewalls, proxies, certificates and network policy
• Work directly with customer IT, security and infrastructure teams, including during high-severity incidents
• Produce clear root cause analysis documents for customer and internal audiences

Development

• Build and ship fixes, patches and product improvements in C# and Python
• Develop diagnostic tooling, log analysers, health-check scripts and automated reproduction harnesses
• Write and optimise SQL for investigation, data correction and performance analysis
• Build and maintain customer-facing integrationsActive Directory, SIEM connectors, APIs and data pipelines
• Contribute to product hardening: instrumentation, logging quality, error handling and observability

Deployment and integration

• Support installation, upgrade and configuration of the product across Windows Server, Linux (RHEL/Ubuntu) and Solaris
• Configure and troubleshoot Active Directory / LDAP integration, Kerberos, SSO and certificate-based authentication
• Integrate product telemetry and event data with customer SIEM platforms
• Support cloud and hybrid deployments, including containerised environments

Knowledge and enablement

• Maintain runbooks, knowledge base articles and troubleshooting guides
• Mentor junior support engineers and act as a technical reviewer on complex tickets
• Feed recurring issues and field insight back into the product roadmap

Required skills and experience

Experience

• 5–7 years in a combined engineering and technical support capacity, supporting an enterprise software product deployed in customer environments
• Demonstrable history of resolving complex, cross-system production issues

Operating systems

• Strong administration and troubleshooting on Linux (RHEL, CentOS, Ubuntu) systemd, journald, permissions, process and resource analysis, package management
• Windows Server administration — services, Event Viewer, registry, PowerShell, IIS, performance monitoring
• Working knowledge of Solaris or another commercial UNIX in a legacy enterprise context
• Shell scripting (Bash, PowerShell)

Identity and security

• Hands-on Active Directory integration: LDAP/LDAPS, Kerberos, group policy, service accounts, delegation, trusts
• Experience integrating applications with SIEM platforms (Splunk, QRadar, ArcSight, Microsoft Sentinel or equivalent) — log forwarding, syslog, CEF/LEEF, event normalisation
• Practical understanding of TLS/PKI, certificate management and common certificate failure modes

Networking

• Solid grounding in TCP/IP, DNS, DHCP, routing, NAT, firewalls, load balancers and proxies
• Ability to read and interpret packet captures (Wireshark, tcpdump) to isolate connectivity and latency issues

Development

• Proficient in C# / .NET
• Proficient in Python for automation, tooling and data processing
• Comfortable with Git, code review and CI/CD pipelines
• Ability to read unfamiliar production code and trace a fault to its source

Database

• Strong SQL against at least one of SQL Server, PostgreSQL, Oracle or MySQL
• Query performance analysis, indexing, execution plans, backup/restore, and basic administration

Cloud

• Working knowledge of at least one major cloud platform (Azure, AWS or GCP) — compute, networking, identity, storage and managed database services
• Familiarity with containerised deployment (Docker; Kubernetes an advantage)
• Understanding of hybrid architectures where product components span on-premises and cloud

Desirable

• Experience with email infrastructure and protocolsIMAP, SMTP, Exchange/EWS, Microsoft Graph
• Exposure to machine learning or classification systems in a production support context
• Infrastructure as code (Terraform, Ansible) and observability tooling (Grafana, ELK, Prometheus)
• Certifications: RHCE/RHCSA, Microsoft (Azure Administrator, Identity and Access Administrator), AWS Solutions Architect, CCNA, Security+
• Experience supporting regulated customers — financial services, healthcare or public sector
• Familiarity with ITIL incident, problem and change management

What we look for beyond the checklist

• Structured diagnostic thinking. You form hypotheses and test them rather than changing settings until something works.
• Comfort with ambiguity. Enterprise environments are undocumented and inconsistent; you find your own way in.
• Customer-grade communication. You can explain a Kerberos delegation failure to a CISO and to a junior admin, correctly, in the same afternoon.
• Composure under pressure. You are calm and credible on a Severity 1 bridge call.
• A bias toward permanent fixes. You are more interested in the third occurrence never happening than in closing the ticket quickly.