The role

As the Senior Support Engineer, you will take ownership of supporting ANS’s core infrastructure, ensuring our platforms remain highly available, secure, and performing at their best for customers.

As a senior member of the team, you’ll act as a key escalation point for complex issues, applying your expertise to troubleshoot, resolve, and continuously improve our platform.

Working closely with the wider infrastructure team, you’ll lead on patching, firmware upgrades, and proactive maintenance, while collaborating with vendors to ensure seamless integration and reliable ongoing support.

What will I be doing?

• Act as a 3rd line escalation point for the eCloud platform, supporting the wider team in resolving complex issues
• Proactively monitor systems, identifying and addressing performance or stability issues before they impact customers
• Work closely with other technical teams to deliver a high-quality support experience across our platforms
• Take ownership of escalations with vendors, driving issues through to resolution
• Ensure platform stability and security through regular patching, firmware upgrades, and system maintenance
• Support capacity planning and help prepare the platform for future growth
• Carry out platform audits and health checks to maintain performance and compliance
• Create and maintain clear, high-quality technical documentation and processes
• Build strong working relationships across technical and commercial teams
• Support change, incident management, and CAB processes in line with ANS standards
• Assist senior platform engineers with the delivery of platform improvements and infrastructure changes
• Occasionally support out-of-hours work for critical updates or platform changes