RM plc
Application Support Engineer
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Job Description
Overview
Would you like to help enrich the lives of learners around the world?
At RM, we’ve been pioneers of education technology since 1973. We provide technology and resources to the education sector, supporting over 20 million students and improving educational outcomes worldwide.
What we do helps learners at all stages of their lives, from preschool to higher education and professional qualification; we partner with schools, examination boards, governments, and professional organisations globally to make learning more accessible, more engaging, and more impactful.
RM operates through three divisions: Assessment (digital assessment and marking solutions), Technology (managed services, hardware, and software for schools), and TTS (educational resources).
RM Technology has shaped future generations for over fifty years by implementing innovative technology solutions in schools and colleges. Founded in 1973, we’re a trusted Edtech partner, transforming teaching environments to be more productive, resilient, and sustainable.
Our committed team pioneer, collaborate, and continually push the bar on products and services in the EdTech space.
Visit us here to find out more: www.rm.com/education
We encourage early applications as the vacancy may close once the position has been filled or final interviews have been arranged.
Responsibilities
The Application Support Engineer sits within the Software DevOps team in Product Development and is responsible for supporting RM’s live services. The role will act as the primary interface between customers, service operations teams, and the DevOps engineering team. The role will own problem and incident management, triage, 3rd-line diagnostics and customer communications, and the efficient management of the team’s workload queues.
You will work across application, infrastructure, and network layers to investigate issues end-to-end, with help and guidance from subject matter experts within the DevOps team and wider software development department. This includes analysing logs, tracing application behaviour, and understanding interactions between cloud services and on-premises components. The role also involves regular engagement with internal stakeholders during incidents, requiring clear communication and a structured approach to problem solving.
The App Support Engineer will work closely with other members of the team to influence and collaborate on the development and enhancement of a standardised structured diagnostic approach, and related documentation, tooling, automations, and product improvements designed to enhance the customer experience and ‘shift-left’ current DevOps team workloads.
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MAIN RESPONSIBILITIES
Application Support and Incident Management
- Act as an escalation point for incidents affecting cloud and on-premises systems
- Diagnose and resolve issues across Azure services, Linux-based infrastructure, and network/proxy layers
- Perform diagnostics and support restoration of service in a timely manner
Customer Interaction and Communication
- Engage with customers and internal stakeholders to understand issues and provide updates
- Communicate technical findings clearly to both technical and non-technical audiences
- Support incident calls and provide structured, confident updates during high-pressure situations
Problem Management and Continuous Improvement
- Analyse logs, metrics, and system behaviour to identify trends and recurring issues
- Contribute to improvements in monitoring, alerting, tooling, automations, and system observability
- Support post-incident reviews and drive service and reliability improvements
Collaboration with Software Dev and DevOps Teams
- Work closely with software development, DevOps, and customer support teams to troubleshoot cross-system issues
- Read and (when possible) analyse application code to support root cause investigation
- Provide clear findings and context to support permanent fixes and system improvements
Experience
You will have proven experience of:
- Working in a role providing direct customer facing support
- Analysing, diagnosing and resolving issues in live environments, and identifying trends to proactively prevent issues.
- Supporting applications in cloud environments, and hybrid cloud and on-premises systems
- Engaging with customers and stakeholders during incident management and support issue resolution
You will be:
- Able to investigate issues across multiple system layers (application, OS, infrastructure, network)
- Comfortable reading and working through application code (e.g. C#, JavaScript or similar) to identify potential causes of issues, or keen to develop this skillset
- Able to form hypotheses and systematically test possible causes using logs and data
- Confident communicating clearly with customers and stakeholders, including during high-pressure incidents
- Proactive in identifying opportunities to improve system reliability and supportability
- Adaptable and willing to self-learn, train and work on technologies new to you
You will have:
- Experience supporting applications hosted in Microsoft Azure environments
- Some Windows and Linux administration skills (log analysis, performance troubleshooting)
- An understanding of web technologies and networking fundamentals (HTTP/S, TCP/IP, DNS)
- Experience or familiarity with proxy / traffic management technologies (e.g. Squid, LVS)
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Desirable:
- Experience with virtualisation platforms (e.g. Proxmox, VMware, Hyper-V)
- Exposure to caching technologies (e.g. Redis)
- Familiarity with containerisation (Docker/Kubernetes)
- Experience with identity platforms (Azure AD, Microsoft 365, Google Workspace)
What’s in it for you?
At RM we have My Work Blend @RM which provides office-based colleagues with multi location and hybrid working options. As well as your office base, you can spend a proportion of your time working at other locations that suit your role and your life, including home, other offices, customer sites, distribution centres or on the move. We encourage you to discuss arrangements for this role with your potential line manager during the recruitment process.
RM is committed to safeguarding and promoting the welfare of children and expects all permanent and temporary staff to share this commitment. This role is exempt from the Rehabilitation of Offenders Act 1974 and all successful candidates will be subject to Disclosure and Barring Service (DBS) checks along with other relevant employment checks.
As well as a competitive salary and our core benefits package which includes private medical healthcare, life assurance, and a Group Personal Pension Plan with higher contribution levels available. There are lots of voluntary benefits too. You could buy additional annual leave, join our dental plan, sign up for a health assessment, or take part in our cycle to work scheme. You could even earn yourself an extra bonus for successfully recommending a friend or family member for a position within RM.
To better reflect the society that we serve, we’re committed to building a diverse workforce and creating an inclusive and welcoming environment for all. To achieve this, we create teams of talented people from different backgrounds and experiences and strive to be a business where our people can bring their whole selves to work, we also want to make the recruitment process as inclusive as possible for everyone. Should you require additional support with your application or through the interview process, please contact us at recruitment@rm.com.
Unfortunately, we are unable to offer visa sponsorship for this role.
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