Senior IT Support Engineer

A long established software business are looking for a Senior Support Engineer to join their hybrid team in Glasgow. They are investing heavily in their SaaS platform and building out a brand new product suite. As part of this growth, they're looking for their first dedicated Support Engineer to play a key role in helping clients and internal teams get the most from their solutions.

Why Apply?

This is a chance to join at an exciting point of change. The business is in the middle of building a next generation platform, and you'll be right at the heart of it, supporting the rollout, troubleshooting issues, and ensuring customers have a smooth experience. Because this is a brand new role, you'll have plenty of scope to shape how support is delivered, working closely with developers and becoming the go to person for complex issues.

You'll also be part of a collaborative, close knit development team, with around 20 engineers in the UK and a newly established team overseas. The business has ambitious plans for growth, so there will be opportunities to grow with them and develop your skills in areas like cloud, infrastructure, and Kubernetes.

The Role

• Take ownership of escalated client issues from the triage team
• Troubleshoot and investigate problems across data, application, and configuration layers
• Run SQL queries and handle backend data requests when clients can't access data themselves
• Proactively monitor systems (not just react to tickets)
• Support both internal teams (onboarding, development) and external customers
• Collaborate closely with developers to resolve issues and improve the platform

What You'll Need

• Strong SQL or Transact SQL skills
• Good technical awareness across CPU, memory, and infrastructure basics
• Experience with monitoring tools (e.g. DataDog or similar)
• Great communication skills, comfortable dealing with clients and internal teams
• SaaS background would be ideal, but not essential
• Kubernetes knowledge is a bonus, but not a requirement

What's on Offer?

Alongside a salary up to £40,000, the business offers a very competitive benefits package:

• Bonus scheme up to 12.5%
• 20 days holiday rising to 25 with service, plus bank holidays
• Additional days off at Christmas + your birthday off every year
• AXA private healthcare after probation
• 6% employer pension contribution
• Free on site parking
• Hybrid working (typically 3 days in the office)

This is a brilliant opportunity if you're looking to step into a pivotal role, make a real impact, and be part of a company that's scaling up and investing in their technology.

If this sounds like an opportunity you'd like to be involved with, apply below or get in touch with Lewis at Cathcart Technology for an informal chat.