Platform Support Engineer

We are recruiting a Platform Support Engineer to join our Solution Delivery & Innovation team in the UK. Flexible hybrid working is available.

What will you be doing in this role?

The Platform Support Engineer provides day-to-day operational support for the platforms that underpin Tunstall’s SaaS and connected-care services, keeping them healthy, reliable and observable. Sitting within Service Software Support and reporting to the Technical Customer Support Manager, the role focuses on monitoring, incident investigation and resolution, supporting build and deployment pipelines, and maintaining the tooling that enables continuous delivery.

The Ideal candidate:

We are looking for someone with a technical support background who is used to dealing with customer incidents so, communication skills and technical skills are key in this role.

What we offer:

• Competitive salary,

• Hybrid working,

• Holiday purchase scheme,

• Contributory pension,

• Paid volunteer day to support a cause you are passionate about,

• Enhanced maternity, paternity, adoption and shared parental pay entitlements,

• Healthcare cash plan, including free eye tests,

• Dedicated 24/7 employee benefits platform ‘Verlingue’ that include things like: retail discounts, salary sacrifice options, and health and wellbeing support,

• EAP WeCare service - including a 24/7 online GP and mental health counselling service,

• Boost your learning and growth through access to LinkedIn learning and a Talent Library with over 800 courses, covering subjects from business skills to project management essentials,

• A warm and welcoming team environment,

• Development and a chance to build a rewarding career.

Your day-to-day responsibilities will include:

· Provide day-to-day operational support for the platform, ensuring services remain healthy, reliable and observable.

· Investigate, triage and resolve platform incidents, restoring service within agreed timescales and minimising customer impact.

· Support the build, release and deployment process so that changes reach production safely and predictably.

· Maintain and improve monitoring, alerting and observability to detect issues early and reduce repeat incidents.

· Produce and maintain clear support documentation, runbooks and root cause analysis (RCA) for significant incidents.

· Escalate complex issues appropriately while retaining ownership of updates and follow-through.

· Maintain accurate support documentation, runbooks and knowledge-base articles for the platform and its common issues.

· Keep configuration, deployment and incident records up to date within the relevant tracking and ticketing systems.

· Monitor platform support queues for SLA compliance, flagging incidents at risk of breach.

· Support on-call rota administration and handover documentation as required.

· Prioritise issues affecting customer-facing services and represent platform reliability interests.

· Build, maintain and troubleshoot CI/CD build and release (deployment) pipelines in Azure DevOps.

· Automate operational and maintenance tasks using Bash scripting on Linux.

· Support backup, restore and disaster-recovery activities as required.

Required skills and experience

· Azure DevOps – administering and supporting Azure DevOps, including Repos, Boards and Pipelines.

· CI/CD pipelines – building, maintaining and troubleshooting build and release (deployment) pipelines.

· Linux – solid Linux administration and command-line troubleshooting.

· Dapr – working with Dapr (Distributed Application Runtime) building blocks such as service invocation, state management and pub/sub.

· Kubernetes – operating and supporting Kubernetes clusters, including deployments, pods, services and Helm.

· ArgoCD – GitOps-based deployment and release management using ArgoCD.

· Loki – log aggregation and querying with Grafana Loki.

· Prometheus – metrics collection, querying and alerting with Prometheus.

· Grafana – building and maintaining dashboards and alerts in Grafana.

· Bash scripting – automating operational tasks and tooling with Bash.

Required competencies

· Problem Solving

· Collaboration

· Attention to detail

· Effective communication

If you are not sure if you have the relevant skills or experience, then please apply (only takes a few minutes) and let our team review and come back to you.

A bit about us:

Tunstall is a market-leading health and care technology provider.

We’re passionate about ensuring our team reflects the brilliant and unique qualities of the people and communities we support. Our incredible team of around 3,000 colleagues provides life saving and life changing technology and services to millions of people in 18 different countries.

At Tunstall you’ll find a place where you’re valued and celebrated for being yourself. We empower our people to deliver the very best teamwork, innovation and thought leadership by creating an environment where we champion diversity and inclusion. We demonstrate our commitment to diversity and inclusion at each step. From our open, fair, and transparent recruitment processes, through to the many development and career growth opportunities we provide.

Equal Opportunities at Tunstall At Tunstall, we’re committed to building a team that reflects the diversity of the communities we serve. We welcome applications from people of all backgrounds, experiences, and abilities, and we celebrate the unique strengths each colleague brings. Our recruitment process is open, fair and inclusive, and we’re dedicated to providing any reasonable adjustments you may need to thrive.