{"id":4197014,"url":"https://alion.io/job/oneadvanced-senior-support-engineer","title":"Senior Support Engineer","company":{"id":51451,"name":"OneAdvanced","domain":"oneadvanced.com","url":"https://alion.io/company/oneadvanced","size_band":"501-1000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"iCIMS","truth_index":{"grade":"A","score":100,"open_postings":4,"ghost_share":0,"stale_share":0,"repost_share":0,"time_to_fill_p50_days":19,"computed_at":"2026-11-12T10:38:37Z"}},"role":"Support","role_family":"Support","seniority":"senior","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Birmingham, United Kingdom"],"countries":["GB"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"ServiceNow","optional":false}],"status":"live","first_seen_at":"2026-11-12T20:51:56Z","employer_posted_date":"2026-11-12","last_verified_at":"2026-11-12T20:51:56Z","board_verified":true,"closed_at":null,"days_open":0,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":0},"description":"Join OneAdvanced\nWe're looking for a Senior Support Engineer to join our Healthcare Support team at OneAdvanced, supporting software solutions used by healthcare professionals.\nThis 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.\nWhat You Will Do\nWorking as part of our Healthcare Support team, you'll investigate and resolve software-related issues escalated from our first-line support colleagues. Your responsibilities will include:\nInvestigating and resolving customer software and application support issues, using a logical and structured approach to troubleshooting.\nTaking ownership of escalated support tickets, managing cases through to resolution and keeping customers informed throughout.\nWorking directly with customers to understand their issues, identify solutions and provide clear, practical guidance.\nUsing remote access tools, where appropriate, to investigate and resolve issues within customer environments.\nCollaborating with colleagues across our UK and India support teams to ensure issues are resolved effectively.\nMaintaining accurate case notes and contributing to knowledge base articles, troubleshooting guides and support documentation.\nIdentifying recurring issues, recognising trends and sharing recommendations to improve our services and customer experience.\nManaging your workload effectively, prioritising customer issues and knowing when to seek guidance or escalate more complex problems.\nWhat You Will Have\nWe're looking for someone who combines strong customer service skills with technical confidence, curiosity and a genuine desire to solve problems.\nIdeally, you'll bring:\nExperience in application support, software support, IT support or another customer-facing technical support environment.\n\nStrong problem-solving skills, with the ability to investigate issues, ask the right questions and work towards practical solutions.\n\nExcellent communication skills, with the confidence to speak directly with customers and explain technical information clearly.\n\nA proactive, accountable approach, taking responsibility for your work and following issues through to resolution.\n\nGood general IT literacy and confidence learning new systems and software applications.\n\nThe ability to manage competing priorities, stay organised and work effectively in a remote team.\n\nAdaptability, a willingness to learn and the confidence to ask for support when needed.\n\nIt would be an advantage if you have:\nExperience supporting SaaS products or business software applications.\n\nPrevious experience managing escalated or second-line support tickets.\n\nFamiliarity with ticketing systems such as ServiceNow.\n\nExperience providing remote support or troubleshooting software issues within customer environments.\n\nExperience working within a healthcare technology or software environment.\n\nPlease note, applicants must have the legal right to work in the UK at the time of application.\nWhat We Do For You\nWellbeing that means something\n26 days’ holiday + bank holidays (and the option to buy more) plus 1 paid volunteering day every year\nExceptional 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\nRobust sick pay of up to 13 weeks full pay + 13 weeks half pay\n24/7 Employee Assistance Programme for confidential support\nPrivate medical insurance for everyone, no medical-history exclusions\nFinancial benefits that have your back\nPerformance-based rewards tailored to your role, from company-wide bonuses to OTE and commission structures\nIncome protection: up to 75% salary for 5 years if you ever need it\nPension with 5% matched company contributions\nLife assurance worth 4x your salary from day one\nFree financial planning session with the option to engage in more tailored financial coaching.\nGrow your career with us\nSkillsHub learning platform with leadership pathways, future-manager training, and a huge online library\nAccess to external training and apprenticeships\nMaking a Difference\nMatchIt! Fundraise for a cause close to your heart and OneAdvanced will match part of the funding\nPennies from Heaven donate the pennies from your pay check to help make a difference without lifting a finger\nPlus plenty other flexible benefits to suit your lifestyle on our RewardHub, including:\nULEV car scheme with 1,000+ models\nDental insurance, Health Cash Plan, Critical Illness Cover, Partner Life Cover, Health Assessment, Gym Membership\nWho We Are\nAt 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.\nWe’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.\nOneAdvanced 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.\nOur 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.\nWe 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.\nProud 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.\nJoin us and become part of a team that’s powering the world of work and making a real difference.\nLearn more at www.oneadvanced.com","description_format":"text","description_chars":6183,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Dental insurance","Gym membership","Health insurance","Parental leave"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["ERP & Business Management Software","EHR & Clinical Software","HR & Payroll Software","Legal Software"],"lifecycle":[{"event":"open","at":"2026-11-12T20:51:56Z"}],"visa":[],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":0,"expected_fill_days":19,"reasons":["conf:1","win:early"],"computed_at":"2026-11-12T22:00:27Z"},"pay":null,"html_url":"https://alion.io/job/oneadvanced-senior-support-engineer","json_url":"https://alion.io/job/oneadvanced-senior-support-engineer.json","meta":{"generated_at":"2026-11-12T22:00:27Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":46452,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-13T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.1,"usd":0.01,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":51451},"rest":"https://alion.io/mcp/rest/get_company?id=51451"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Foneadvanced-senior-support-engineer"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"free","price":{"credits":0,"usd":0},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Foneadvanced-senior-support-engineer"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.1,"usd":0.01},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Foneadvanced-senior-support-engineer"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/oneadvanced-senior-support-engineer\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Foneadvanced-senior-support-engineer"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":4197014}},{"tool":"search_jobs","arguments":{"company":"oneadvanced.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":4197014},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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