Senior Support Engineer

Team: Support

Reports to: Head of Infrastructure and Security

Location: Cheltenham

Job scope

The overall objective of the Anatwine Support team is to improve the reliability of the service provided to customers. In the short term this is achieved by resolving incidents by the best means available, and our longer term vision is to ensure that the Anatwine products are improved such that customers experience fewer issues, and this role will initiate and influence these improvements.


The purpose of the Senior Support Engineer role is to ensure that incidents experienced by customers are addressed promptly and effectively within SLAs, and managed as input to problem management and product development in the medium and long term. The role will handle day-to-day queries and incidents, and interact with key internal stakeholders to ensure the reliability of the service. Responsibilities include;
  • Work collaboratively within a support team, providing support to colleagues
  • To action and resolve issues in line with Clients agreed SLA’s and processes
  • Accurately record customer queries in the Service Desk tool
  • Perform detailed root cause analysis in collaboration with other teams
  • In collaboration with other teams recommend and implement changes to processes and products within Anatwine in light of results from root cause analyses
  • Participate in continuous improvement with reviews of support process flows and performance in managing calls and issues
  • Document incidents and resolution to assist colleagues and ensure visibility in the on going Service Improvement programme
  • Take ownership of changes to Anatwine products or processes up to hand-off points for primary responsibility. Maintain awareness of process thereafter

Technical Skills

  • Experience in one of more of the following:Zendesk, SQL, Bash scripting, Java, Atlassian toolset, GIT
  • Experience of providing desktop support
  • Certification in a relevant technology
  • ITIL certification

Experience/Additional skills/Behaviour

  • Experience of working within a service support team delivering technical service support for mission critical operations
  • Experience of using service support tools, such as Zendesk
  • Experience of service support processes, such as ITIL
  • Excellent verbal and written communication skills
  • Able to perform technical analysis of incidents and problems, including consideration for factors which will vary in reliability
  • Experience of internal stakeholder management
  • Able to quickly build working relationships with nominated Internal teams
  • Able to accurately document processes and technical investigations
  • Able to develop new skills quickly
  • Able to work flexibly to provide out-of-hours cover, and extended hours at key times of the year

To apply for this role, please email your CV and a covering letter to

To view all available roles, please visit our Careers Page.

Anatwine is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.