RLDatix (RLD) is on a mission to help raise the standard of care…everywhere. Trusted by over 10,000 healthcare organisations around the world, our solutions help improve health and care. Our applications ensure that patients receive the best and safest care while supporting the providers who deliver it.
Joining TeamRLD means being part of a global effort of over 2,000 team members making a difference in healthcare…every day.
We’re searching for a UK-based 2nd Line Support Analyst to join our OneView Customer Support team, so that we can deliver reliable, high-quality support across complex, mission-critical environments. The 2nd Line Support Analyst will diagnose and resolve complex technical issues, collaborate with engineering teams, and support customers using our OneView platform to ensure stability, performance, and an exceptional customer experience.
How You’ll Spend Your Time
- Investigate and troubleshoot complex issues using SQL, logs, and system diagnostics to resolve customer incidents end-to-end
- Collaborate with engineering, cloud, and support teams in order to progress escalations and deliver timely resolutions
- Communicate clearly with customers to explain technical issues, provide updates, and manage expectations throughout the resolution process
- Analyse system and operational data to identify root causes, trends, and opportunities for improvement
- Document solutions and contribute to knowledge bases to improve team efficiency and reduce repeat incidents
What Kind of Things We’re Most Interested in You Having
- Demonstrable experience in a technical support or SaaS support environment (ideally 2nd line or equivalent)
- Proven success in resolving complex, low-volume but high-impact technical issues rather than high-volume ticket handling
- In-depth knowledge of Microsoft SQL Server, including query writing, optimisation, backups, and performance tuning
- Experience with Microsoft IIS, Windows Server, Azure services, and PowerShell
- Sincere interest in improving systems that support critical operational environments
- A knack for working both independently and collaboratively within cross-functional, customer-facing environments
By enabling flexibility in how we work and prioritising employee wellness, we empower our team to do and be their best. Key benefits include private health and group accident insurance, an Employee Assistance Programme (EAP) for confidential support, and Loyalty Awards for long-service employees.
RLDatix is an equal opportunity employer, and our employment decisions are made without regard to race, colour, religion, age, gender, national origin, disability, handicap, marital status or any other status or condition protected by law.
As part of RLDatix’s commitment to the inclusion of all qualified individuals, we ensure that persons with disabilities are provided reasonable accommodation in the job application and interview process. If reasonable accommodation is needed, please contact [email protected].
Salary offers are based on a wide range of factors including location, relevant skills, training, experience, education, and certifications, alongside market and organisational considerations.
Skills Required
- Demonstrable experience in technical or SaaS support environment
- In-depth knowledge of Microsoft SQL Server
- Experience with Microsoft IIS, Windows Server, Azure services, and PowerShell
- Proven success in resolving complex technical issues
RLDatix Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about RLDatix and has not been reviewed or approved by RLDatix.
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Affordable Benefits — Health coverage is often described as affordable, with HSA/FSA options and efforts to offset plan changes. Feedback suggests core medical, dental, and vision offerings deliver solid value.
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Leave & Time Off Breadth — Generous PTO and paid holidays are consistently highlighted, supporting work-life balance. Feedback suggests time-off policies are a clear strength alongside hybrid/remote flexibility.
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Retirement Support — A 401(k) with company matching is recognized as a meaningful component of total rewards. Feedback suggests retirement benefits are straightforward and dependable.
RLDatix Insights
What We Do
At RLDatix, we believe that what flows through our software is more than bits and bytes — it’s human lives. This is our mantra, our mindset, our passion and our purpose. We deliver comprehensive healthcare software solutions designed to raise the standard of care for patients, providers and healthcare organizations around the world. What sets us apart: 🌎 Global reach, local impact — We serve over 10,000 organizations across 30+ countries. 💙 Culture of purpose — Our team is united by the conviction that healthcare work is a privilege. 🤝 Partnership mindset — We see ourselves as more than a vendor; we strive to be a trusted ally in improving patient safety and care. 💡 Innovation-driven — We continuously evolve our platform to help our customers stay ahead in compliance, safety, outcomes and efficiency. Join us as we continue to empower healthcare systems to do more — for their patients, staff and communities.
