Support Services Engineer

Location:

Edinburgh | Hybrid Type:
Permanent | Full-time

A growing technology organisation specialising in secure cloud identity solutions is looking to appoint a Service Support Engineer to join its Delivery & Support function. The business works across highly regulated environments, supporting enterprise and public sector customers with scalable Microsoft cloud and identity platforms.

Reporting into the IT Manager, you will play a key role in supporting customers across a range of cloud-based identity and SaaS solutions. You will act as a technical escalation point, managing incidents and service requests while working closely with engineering, architecture, and delivery teams to ensure a high standard of customer support and operational resilience.

You will also contribute towards service improvement initiatives, support readiness for new releases, and help maintain strong customer relationships across key accounts.

• Managing incidents and service requests across Azure and identity platforms
• Investigating and troubleshooting issues within cloud-based SaaS environments
• Supporting SLA management, ticket ownership, and service documentation
• Working closely with internal teams and external support partners
• Assisting with root cause analysis and continuous service improvement
• Supporting service transition, go-live activities, and early life support
• Contributing to customer reporting, operational reviews, and KPI tracking

You will bring previous experience within a technical support or cloud support environment, ideally supporting Microsoft technologies and identity-based solutions. You will demonstrate:

• Experience supporting Azure or Microsoft cloud technologies
• Knowledge of authentication protocols such as OAuth, OpenID Connect, or SAML
• Strong troubleshooting and incident management capabilities
• Experience supporting SaaS or cloud-hosted platforms
• Excellent communication and stakeholder management skills
• A proactive mindset with strong attention to detail and documentation

Experience with Entra , Azure AD B2C, App Insights, Power Shell, or Microsoft monitoring tools would be highly beneficial.