Senior Support Engineer

OneAdvanced We're looking for a Senior Support Engineer to join our Healthcare Support team at OneAdvanced, supporting software solutions used by healthcare professionals. This is a great opportunity for someone with a background in application support or SaaS / tech support who enjoys investigating problems, taking ownership and delivering an excellent customer experience.

About OneAdvanced Careers: Explore Innovative Job Opportunities

• We’re much more than a software company.
• We deliver SaaS workflow applications and IT services that power organisations across Education, Government, Healthcare, Legal, Manufacturing, Housing, Retail, and more.
• OneAdvanced is one of the UK’s largest business software and services companies.
• Based in Birmingham (The Mailbox), operating across the UK, Ireland, India, and Australia.
• Our secure, scalable platform, including OneAdvanced AI, our private AI service for UK organisations, powers connectivity and innovation across critical sectors.
• Alongside our software are our IT services, including hosting, managed services, and application modernisation.
• We strive to create an inclusive workplace that drives innovation and collaboration, championing diverse perspectives and ideas.
• Our Environmental, Social and Governance (ESG) strategy is embedded in everything we do, guiding us to create meaningful impact for our people, our customers and the planet.
• Proud to be recognised in the Financial Times’ Best Employers 2026 list for the second-year running, an independent and data led ranking based on employee feedback.
• Join us and become part of a team that’s powering the world of work and making a real difference.
• Join us and become part of a team that’s powering the world of work and making a real difference.
• Learn more at www.oneadvanced.com

Responsibilities

• You Will Do Working as part of our Healthcare Support team, you'll investigate and resolve software-related issues escalated from our first-line support colleagues.
• Investigating and resolving customer software and application support issues, using a logical and structured approach to troubleshooting.
• Taking ownership of escalated support tickets, managing cases through to resolution and keeping customers informed throughout.
• Working directly with customers to understand their issues, identify solutions and provide clear, practical guidance.
• Using remote access tools, where appropriate, to investigate and resolve issues within customer environments.
• Collaborating with colleagues across our UK and India support teams to ensure issues are resolved effectively.
• Maintaining accurate case notes and contributing to knowledge base articles, troubleshooting guides and support documentation.
• Identifying recurring issues, recognising trends and sharing recommendations to improve our services and customer experience.
• Managing your workload effectively, prioritising customer issues and knowing when to seek guidance or escalate more complex problems.

Requirements

• You Will Have We're looking for someone who combines strong customer service skills with technical confidence, curiosity and a genuine desire to solve problems.
• Experience in application support, software support, IT support or another customer-facing technical support environment.
• Strong problem-solving skills, with the ability to investigate issues, ask the right questions and work towards practical solutions.
• Excellent communication skills, with the confidence to speak directly with customers and explain technical information clearly.
• A proactive, accountable approach, taking responsibility for your work and following issues through to resolution.
• Good general IT literacy and confidence learning new systems and software applications.
• The ability to manage competing priorities, stay organised and work effectively in a remote team.
• Adaptability, a willingness to learn and the confidence to ask for support when needed.
• It would be an advantage if you have: Experience supporting SaaS products or business software applications.
• Previous experience managing escalated or second-line support tickets.
• Familiarity with ticketing systems such as ServiceNow.
• Experience providing remote support or troubleshooting software issues within customer environments.
• Experience working within a healthcare technology or software environment.
• Please note, applicants must have the legal right to work in the UK at the time of application.

Benefits

• We Do For You Wellbeing that means something 26 days’ holiday + bank holidays (and the option to buy more) plus 1 paid volunteering day every year
• Exceptional family leave, 26 weeks fully paid maternity/adoption, 4 weeks fully paid paternity, 22 weeks fully paid shared parental leave, plus 5 days paid bereavement leave
• Robust sick pay of up to 13 weeks full pay + 13 weeks half pay 24/7 Employee Assistance Programme for confidential support
• Private medical insurance for everyone, no medical-history exclusions Financial benefits that have your back Performance-based rewards tailored to your role, from company-wide bonuses to OTE and commission structures
• up to 75% salary for 5 years if you ever need it Pension with 5% matched company contributions
• Life assurance worth 4x your salary from day one Free financial planning session with the option to engage in more tailored financial coaching.
• Grow your career with us SkillsHub learning platform with leadership pathways, future-manager training, and a huge online library Access to external training and apprenticeships Making a Difference MatchIt!
• Fundraise for a cause close to your heart and OneAdvanced will match part of the funding
• Pennies from Heaven donate the pennies from your pay check to help make a difference without lifting a finger
• Plus plenty other flexible benefits to suit your lifestyle on our RewardHub, including: ULEV car scheme with 1,000+ models
• Cash Plan, Critical Illness Cover, Partner Life Cover, Health Assessment, Gym Membership Who We Are At OneAdvanced, we are at the forefront of delivering sector-focused technology solutions that simplify complexity, drive meaningful progress, and help build a fairer, more inclusive society.