2nd Line Support Analyst

2nd Line Support Analyst | Customer Support (OneView) | UK | Remote

RLDatix (RLD) is on a mission to help raise the standard of care…everywhere. Trusted by over 10,000 healthcare organisations around the world, our solutions help improve health and care. Our applications ensure that patients receive the best and safest care while supporting the providers who deliver it.
Joining TeamRLD means being part of a global effort of over 2,000 team members making a difference in healthcare…every day.
We’re searching for a UK-based 2nd Line Support Analyst to join our OneView Customer Support team, so that we can deliver reliable, high-quality support across complex, mission-critical environments. The 2nd Line Support Analyst will diagnose and resolve complex technical issues, collaborate with engineering teams, and support customers using our OneView platform to ensure stability, performance, and an exceptional customer experience.

How You’ll Spend Your Time

•  Investigate and troubleshoot complex issues using SQL, logs, and system diagnostics to resolve customer incidents end-to-end
• Collaborate with engineering, cloud, and support teams in order to progress escalations and deliver timely resolutions
• Communicate clearly with customers to explain technical issues, provide updates, and manage expectations throughout the resolution process
• Analyse system and operational data to identify root causes, trends, and opportunities for improvement
• Document solutions and contribute to knowledge bases to improve team efficiency and reduce repeat incidents

What Kind of Things We’re Most Interested in You Having

• Demonstrable experience in a technical support or SaaS support environment (ideally 2nd line or equivalent)
• Proven success in resolving complex, low-volume but high-impact technical issues rather than high-volume ticket handling 
• In-depth knowledge of Microsoft SQL Server, including query writing, optimisation, backups, and performance tuning
• Experience with Microsoft IIS, Windows Server, Azure services, and PowerShell
• Sincere interest in improving systems that support critical operational environments
• A knack for working both independently and collaboratively within cross-functional, customer-facing environments

By enabling flexibility in how we work and prioritising employee wellness, we empower our team to do and be their best. Key benefits include private health and group accident insurance, an Employee Assistance Programme (EAP) for confidential support, and Loyalty Awards for long-service employees.

RLDatix is an equal opportunity employer, and our employment decisions are made without regard to race, colour, religion, age, gender, national origin, disability, handicap, marital status or any other status or condition protected by law.
As part of RLDatix’s commitment to the inclusion of all qualified individuals, we ensure that persons with disabilities are provided reasonable accommodation in the job application and interview process. If reasonable accommodation is needed, please contact accessibility@rldatix.com.

Salary offers are based on a wide range of factors including location, relevant skills, training, experience, education, and certifications, alongside market and organisational considerations.