Hybrid Senior Support Engineer

at Oak Engage

• Job title: Senior Support Engineer
• Job type: Full Time
• Experience level: Senior
• Salary: Not specified
• Degree requirement: Bachelor's Degree
• Tech skills: AWS, Azure, Cloud, Google Cloud Platform, JavaScript, Python, SQL, TypeScript, Vue.js, .NET
• Location requirements: Hybrid, Newcastle upon Tyne, United Kingdom

About the role

• Senior Support Engineer at Oak Engage acting as technical escalation point for complex issues. Collaborating closely with engineering and platform teams in a fast-paced SaaS environment.

Responsibilities

• Act as the technical escalation point for high-priority and complex support cases.
• Perform in-depth troubleshooting across cloud & platform teams
• Analyse logs, debug code paths, and trace API calls to pinpoint root causes.
• Partner with engineering to reproduce issues, verify fixes, and ensure knowledge is fed back into the product.
• Contribute to monitoring, alerting, and incident response processes.
• Build and maintain internal tooling to improve support efficiency.
• Document technical solutions and best practices for both internal teams and external customers.

Requirements

• Solid experience as a Support Engineer, Site Reliability Engineer, or similar technical role in a SaaS/enterprise software environment
• Strong understanding of cloud platforms (Azure, AWS, or GCP), networking, and system administration
• Proficiency with APIs, authentication (SSO, SAML, OAuth), and integrations
• Hands-on experience with SQL and database troubleshooting
• Familiarity with logging, monitoring, and observability tools
• Ability to write and debug scripts (e.g. Python, PowerShell, Bash) to support investigations
• Excellent problem-solving and analytical skills, with a methodical approach to debugging
• Proficiency in C# .NET Framework, and the MVC pattern for backend development
• Proficiency in LINQ patterns for database queries
• Experience with Vue.js, TypeScript, JavaScript, and HTML for frontend development
• Experience with version control systems, such as Git, for managing code changes and collaboration

Benefits

• A meaningful role in a mission-led SaaS company with strong growth and product-market fit
• The chance to work with household brands and solve real-world enterprise challenges
• Flexible hybrid or remote working options
• Private health insurance, life insurance, and Employee Assistance Programme (EAP)
• Gym contribution and travel allowance
• Enhanced maternity, paternity, and discretionary leave
• Generous holiday policy (25 days + Bank Holidays + additional discretionary days)
• Regular team socials and a positive, collaborative culture