Service Support Engineer Location: Edinburgh | Hybrid Type: Permanent | Full-time
A growing technology organisation specialising in secure cloud identity solutions is looking to appoint a Service Support Engineer to join its Delivery & Support function. The business works across highly regulated environments, supporting enterprise and public sector customers with scalable Microsoft cloud and identity platforms.
The role
Reporting into the IT Manager, you will play a key role in supporting customers across a range of cloud-based identity and SaaS solutions. You will act as a technical escalation point, managing incidents and service requests while working closely with engineering, architecture, and delivery teams to ensure a high standard of customer support and operational resilience.
You will also contribute towards service improvement initiatives, support readiness for new releases, and help maintain strong customer relationships across key accounts.
Key responsibilities include:
- Managing incidents and service requests across Azure and identity platforms
- Investigating and troubleshooting issues within cloud-based SaaS environments
- Supporting SLA management, ticket ownership, and service documentation
- Working closely with internal teams and external support partners
- Assisting with root cause analysis and continuous service improvement
- Supporting service transition, go-live activities, and early life support
- Contributing to customer reporting, operational reviews, and KPI tracking
About you
You will bring previous experience within a technical support or cloud support environment, ideally supporting Microsoft technologies and identity-based solutions. You will demonstrate:
- Experience supporting Azure or Microsoft cloud technologies
- Knowledge of authentication protocols such as OAuth, OpenID Connect, or SAML
- Strong troubleshooting and incident management capabilities
- Experience supporting SaaS or cloud-hosted platforms
- Excellent communication and stakeholder management skills
- A proactive mindset with strong attention to detail and documentation
Experience with Entra ID, Azure AD B2C, App Insights, PowerShell, or Microsoft monitoring tools would be highly beneficial.
To be considered, please apply today and Leon will be in touch.