Senior Software Engineer – Customer Support

Overview

In this hands-on Software Engineer role, you support UK government customers as part of the Level 3 Customer Support team. You work in a hybrid setup in Central London, collaborating with cross-functional teams to ensure systems run smoothly and to assist during go-live periods. You will implement technical fixes, configure integrations, and develop reports, making a measurable impact on public sector outcomes. A clear hook is your ability to translate complex problems into practical, scalable solutions.

Responsibilities

• Understand the product deeply and how it’s used to achieve business outcomes
• Analyze complex issues and deliver code-level solutions
• Collaborate with development teams to track bugs and suggest improvements
• Provide technical support during go-live phases (workflow updates, UI changes, report creation, DB scripting, integration configuration)
• Respond to enhancement requests based on customer use cases
• Create and maintain knowledge base articles for internal and external audiences
• Deliver hotfixes, patches, and upgrade support
• Follow and improve CRM processes to manage customer requests efficiently
• Participate in an on-call rotation to support critical customer needs

Key requirements

• Strong development and troubleshooting skills on the Microsoft stack: C#, ASP.NET, MVC, SQL, Stored Procedures, JavaScript
• Exposure to Azure and cloud computing
• Familiarity with customer support tools and processes
• Strong AI mindset and familiarity with AI-enabled support solutions, troubleshooting tools, automation technologies, and delivering scalable, high-quality customer support experiences
• Excellent written and verbal communication skills
• Ability to listen actively, understand customer pain points, and design effective solutions
• Eligibility for SC clearance and possession of a British passport

• Excellent written and verbal communication
• Active listening
• Problem solving
• C#, ASP.NET, MVC, SQL, Stored Procedures, JavaScript
• Azure and cloud computing
• AI-enabled support solutions, automation technologies

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