Job Description

The Technical Support Engineer is responsible for assisting with technical support issues within Perspectum’s cloud infrastructure, handling operational issues, alerts, and routine ‘business-as-usual’ tasks.  The Technical Support Engineer is responsible for triaging incoming issues or alerts, ensuring they are appropriately actioned or escalated to relevant stakeholders.   

By troubleshooting and monitoring various systems, the Technical Support Engineer will develop an in-depth understanding of the operation of key systems and products.  In this role, the Technical Support Engineer will work closely with internal customers and stakeholders to identify problems, diagnose platform, software, or service issues, and provide effective assistance while maintaining strong relationships with departments outside of Engineering.   The Technical Support Engineer will work with other members of the engineering team to develop and release improvements and small changes to existing tools and products.

To succeed in this role, the Technical Support Engineer must possess the ability to think logically and strategically, adopt a methodical approach to tasks, and demonstrate strong organisation and planning skills.

Duties and Responsibilities

Essential

• Actively monitor and triage incoming alerts or errors.
• Proactively monitor production systems for issues and incidents.
• Resolve common issues or routine requests, following (and creating) Standard Operating Procedures.
• Collaborate with internal engineering teams to resolve significant incidents or bugs.
• Act as the point of contact for communicating with stakeholders regarding ongoing issues.
• Keep accurate records of issues, along with solutions, to refer to in future instances.

Desirable

• Improve internal documentation and Standard Operating Procedures.
• Collaborate with crossfunctional teams to design and develop software solutions that meet customer and business needs.

Person Specification

Essential

• Excellent attention to detail.
• Strong communication skills.
• Ability to work well as part of a team and independently.
• Ability to work independently and as part of a team.
• Good organisational and prioritisation skills.  

Desirable

• Awareness of medical data formats such as DICOM.
• Knowledge of Jira, SharePoint, scripting and automation tools, monitoring and alerting tools.
• Comfortable working in an environment where AIassisted development tools (such as Claude Code) are used as standard practice.
• Able to critically evaluate and take ownership of AIgenerated output, treating it as a starting point rather than a finished product.
• Bachelor’s degree in a relevant technical or scientific discipline or relevant industry experience.
• Experience with cloud computing, ideally AWS.
• Creative problemsolving skills, with motivation of solving business problems.