Sr. Support Engineer, Discovery

Xurrent's new device discovery product runs inside our customers' own networks. When it doesn't find what it should, someone has to work out why, across firewalls, credentials, protocols and privileges, and then make sure the next case is faster. As Xurrent's Senior Support Engineer, Discovery, you'll be that person. You'll own discovery escalations, bring the deepest discovery expertise to the support team, and act as a direct line from the field to the engineering team building the product. You'll guide partners and customers through deployment and day-to-day operation, answer their security questions, and turn hard cases into runbooks and training so the whole team can handle discovery with confidence. You'll be measured on discovery requests resolved in time and kept within Support, on customer satisfaction, and on how far discovery capability spreads across the team.

This is a hybrid role based in our London office, with onsite presence on Monday, Wednesday and Thursday.

• Own discovery escalations end to end: installation, configuration, upgrades, scan failures, and devices that are missing, incomplete or duplicated after discovery.
• Guide customers and partners through deployment: sizing and prerequisites, network and firewall requirements, service accounts, and the first successful scan.
• Diagnose scan failures on Linux, Windows and macOS targets, covering SSH authentication, sudo and privilege restrictions, firewalls and proxies, DNS, certificates, SNMP, WMI and WinRM.
• Follow discovered data from the customer network through to the CI and asset records it produces in the Xurrent CMDB.
• Answer customer security and compliance questions about discovery: what is collected, which ports and protocols are used, how credentials are stored, and what data leaves the customer network.
• Work closely with Engineering and QA: take part in release testing of discovery builds, raise reproducible defect reports with a complete diagnostic bundle, and feed field experience back into the product.
• Build the discovery knowledge base and runbooks, and run enablement sessions so every support engineer can handle routine discovery issues.
• Act as the discovery reference point for partners, implementation teams and pre-sales questions, and contribute discovery content to Xurrent Academy.
• Carry the full Sr. Support Engineer remit across the Xurrent suite (ITSM, IMR and ITAM): complex incidents, requests for information, QA testing of releases, and coaching other engineers.

• 5+ years in technical support, systems administration, network engineering or a similar hands-on infrastructure role, including customer-facing troubleshooting.
• Strong hands-on Linux troubleshooting: SSH authentication and keys, sudo and privileges, services, logs.
• Strong hands-on Windows troubleshooting: WMI, WinRM, service accounts.
• Solid networking fundamentals: TCP/IP, DNS, firewalls and proxies, TLS certificates, SNMP.
• Experience diagnosing problems in environments you don't control, working remotely through logs, diagnostic data and screen-sharing sessions.
• Comfortable reading logs, scan output and JSON/API payloads to isolate a failure.
• Clear written and spoken English. You can explain a root cause to a customer, a partner and a developer, and write it down so the next engineer doesn't start from zero.
• Based in or within commuting distance of London, and able to work from the office 3 days a week.

• Experience with discovery, network scanning or asset inventory tools (e.g. Lansweeper, JDisc, Intune/SCCM, Nmap or similar).
• CMDB or IT asset management experience, including how discovered data becomes CI and asset records (reconciliation, duplicates).
• Experience with an ITSM platform such as Xurrent, ServiceNow or Jira Service Management. ITIL Foundation is a plus; we support ITIL 5 certification in the first six months.
• macOS troubleshooting.
• Cloud discovery basics: AWS, Azure or GCP permissions, read-only roles and API access.
• Scripting in PowerShell, Bash or Python.
• Experience supporting customer security and compliance reviews (ports, protocols, credential handling, data flows).
• Working with engineering and QA teams: reproducible bug reports, release testing, structured product feedback.
• Creating training or enablement content, or mentoring other engineers.
• Experience in B2B SaaS support, ideally with a partner channel.
• Additional European languages.

Compensation: £75,000–£85,000 base salary, plus an annual performance bonus of up to 10%, subject to individual and company performance.