Senior Technical Support Consultant

RLDatix (RLD) is on a mission to help raise the standard of care…everywhere. Trusted by over 10,000 healthcare organizations 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 in making a difference in healthcare…every day.

We're searching for a UK-based Senior Technical Support Consultant to join our Level 2 Customer Support team, so that we can deliver advanced technical assistance for complex customer issues and ensure high-quality service and operational stability for our customers. The Senior Technical Support Consultant will apply developing expertise in RLDatix products to diagnose and resolve escalated challenges, communicate clearly with customers, coordinate with engineering teams, and contribute to root cause analysis, risk mitigation, and support readiness for new product releases.

How You'll Spend Your Time

• Deliver clear and timely technical responses to customer inquiries in order to resolve routine and moderately complex support scenarios and keep customers informed throughout the troubleshooting cycle.
• Utilise established diagnostic methods to systematically examine and resolve customer technical problems, supporting root cause analysis and contributing to team-based solution development.
• Identify escalation triggers and coordinate with L3 Support and Sustained Engineering teams in order to manage operational-level agreements (OLAs), create escalation reports, and support stable customer operations.
• Apply growing knowledge of RLDatix product configurations to address customer inquiries and support the team's readiness for new product releases through effective knowledge transfer.
• Contribute to incident documentation, knowledge base updates, and feedback loops with engineering teams in order to reduce repeat incidents and continuously improve support processes.

What Kind of Things We're Most Interested in You Having

• 3+ years' experience in a support or operational environment, ideally within SaaS or technology.
• Proven success in working with SaaS platforms, system integrations, ITIL processes, and ticketing systems such as Zendesk, alongside a working knowledge of databases, APIs, and cloud environments (AWS or Azure).
• In-depth knowledge on how to diagnose and resolve routine and moderately complex customer support issues, prepare escalation reports, and participate in technical risk reviews. Certifications such as ITIL Foundation, AWS Cloud Practitioner or Service Management qualifications are preferred but not mandatory if equivalent experience can be demonstrated.
• Ability to commute to the Richmond or Stoke office as required at the manager's discretion, on an occasional basis.
• Sincere interest in improving healthcare through technology, with experience in healthcare, workforce management, or public-sector technology highly advantageous.
• Familiarity with regulatory frameworks such as NHS Digital, ESR, GDPR, and general data-protection standards is essential.
• A knack for working collaboratively within cross-functional teams spanning L3 Support, Sustained Engineering and Product, with strong communication skills and the ability to deliver clear, structured technical explanations to customers.
• Comfortable providing service coverage between 8:00am and 8:00pm, including participating in a rota for shifts, on-call support, and bank-holiday cover.

By enabling flexibility in how we work and prioritizing employee wellness, we empower our team to do and be their best. Key benefits include private health and group accident insurance, an Employee Assistance Program (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, color, 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 to participate in either step, please don't hesitate to send a note to [email protected].

Salary offers are based on a wide range of factors including location, relevant skills, training, experience, education, and, where applicable, licensure or certifications obtained. Market and organizational factors are also taken into consideration.