Platform Support Engineer

We are recruiting a Platform Support Engineer to join our Solution Delivery & Innovation team in the UK. Flexible hybrid working is available. What will you be doing in this role? The Platform Support Engineer provides day-to-day operational support for the platforms that underpin Tunstall’s SaaS and connected-care services, keeping them healthy, reliable and observable. Sitting within Service Software Support and reporting to the Technical Customer Support Manager, the role focuses on monitoring, incident investigation and resolution, supporting build and deployment pipelines, and maintaining the tooling that enables continuous delivery. The Ideal candidate: We are looking for someone with a technical support background who is used to dealing with customer incidents so, communication skills and technical skills are key in this role. What we offer: - Competitive salary, - Hybrid working, - Holiday purchase scheme, - Contributory pension, - Paid volunteer day to support a cause you are passionate about, - Enhanced maternity, paternity, adoption and shared parental pay entitlements, - Healthcare cash plan, including free eye tests, - Dedicated 24/7 employee benefits platform ‘Verlingue’ that include things like: retail discounts, salary sacrifice options, and health and wellbeing support, - EAP WeCare service - including a 24/7 online GP and mental health counselling service, - Boost your learning and growth through access to LinkedIn learning and a Talent Library with over 800 courses, covering subjects from business skills to project management essentials, - A warm and welcoming team environment, - Development and a chance to build a rewarding career. Your day-to-day responsibilities will include: · Provide day-to-day operational support for the platform, ensuring services remain healthy, reliable and observable. · Investigate, triage and resolve platform incidents, restoring service within agreed timescales and minimising customer impact. · Support the build, release and deployment process so that changes reach production safely and predictably. · Maintain and improve monitoring, alerting and observability to detect issues early and reduce repeat incidents. · Produce and maintain clear support documentation, runbooks and root cause analysis (RCA) for significant incidents. · Escalate complex issues appropriately while retaining ownership of updates and follow-through. · Maintain accurate support documentation, runbooks and knowledge-base articles for the platform and its common issues. · Keep configuration, deployment and incident records up to date within the relevant tracking and ticketing systems. · Monitor platform support queues for SLA compliance, flagging incidents at risk of breach. · Support on-call rota administration and handover documentation as required. · Prioritise issues affecting customer-facing services and represent platform reliability interests. · Build, maintain and troubleshoot CI/CD build and release (deployment) pipelines in Azure DevOps. · Automate operational and maintenance tasks using Bash scripting on Linux. · Support backup, restore and disaster-recovery activities as required. Required skills and experience · Azure DevOps – administering and supporting Azure DevOps, including Repos, Boards and Pipelines. · CI/CD pipelines – building, maintaining and troubleshooting build and release (deployment) pipelines. · Linux – solid Linux administration and c