Senior Software Engineer – Customer Support

In this role you will support UK government customers as part of the Level 3 Customer Support team, solving complex issues and ensuring smooth operation of contracted systems. You’ll work hybrid in Central London, with on-site visits and an on-call rotation. You will contribute during go-live phases, implement workflow changes, and deliver technical fixes that directly impact public sector outcomes. You join a focused team dedicated to reliable, scalable contract intelligence solutions and customer success.

• Understand customer usage and how the product delivers business outcomes
• Analyze complex issues and provide code-level solutions
• Collaborate with development teams to track bugs and propose improvements
• Support go-live activities including workflow updates, UI changes, report creation, and 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
• Participate in an on-call rotation to support critical customer needs

• Previous experience in application development, support, or sustaining engineering
• Strong development and troubleshooting skills on the Microsoft stack: C#, ASP.NET, MVC, SQL, Stored Procedures, JavaScript
• Exposure to Azure and cloud computing is a plus
• 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

• Strong communication
• Active listening
• Customer-focused problem solving
• C#
• ASP.NET
• MVC