Support Engineer- SC Cleared

London Arena, United Kingdom | Posted on 31/03/2025

VE3 is a technology and business consultancy focused on delivering end-to-end technology solutions and products. We have successfully serviced enterprises across multiple markets, including the public and private sectors. Our services span all aspects of business, providing a holistic approach to managing an organization. We are committed to providing technical innovations and tools that empower organizations with critical information to facilitate decision-making that results in business transformation through cost savings and increased operational efficiency. Our commitment to quality is adopted throughout the organization and sets the foundation for delivering our full suite of capabilities.

Job Description

Location: UK-Based (Hybrid working with on-site attendance as required)

About VE3:

VE3 is a leading digital transformation and cloud solutions provider, delivering cutting-edge services in Salesforce, AI-driven insights, cybersecurity, DevOps, data analytics, and managed services. As a trusted partner for Microsoft, AWS, IBM, SAP, Oracle, Google, Salesforce, and Data bricks, we specialise in empowering enterprises with next-generation technology solutions. We are currently seeking a Salesforce Business Analyst to support our expanding Salesforce practice, working on transformative projects across industries such as retail, energy, financial services, and healthcare.

Role Overview:

We are seeking a highly capable and security-cleared Support Engineer with a minimum of 5 years of experience to join our service operations team, providing robust and reliable 2nd and 3rd line support for a suite of digital applications and cloud-hosted services. The role demands strong technical problem-solving skills, excellent incident response handling, and familiarity with ITIL-aligned processes in a multi-supplier, high-availability environment.

Requirements

Key Responsibilities:

1. Deliver 2nd and 3rd line support for live operational applications hosted primarily on AWS (and potentially Azure).
2. Act as the technical point of escalation for incidents triaged by 1st line teams.
3. Ensure incidents are resolved within SLA-defined timelines (P1–P4 prioritisation), maintaining continuity and minimal downtime.
4. Participate in 24x7 on-call rotas as part of a wider support framework.
5. Utilise tooling such as Jira Service Management, AWS CloudWatch, Prometheus/Grafana for issue detection and incident tracking.
6. Work with internal DevOps teams to support CI/CD releases, patching, and environment stability.
7. Collaborate with multi-vendor partners, development teams, and other third parties to ensure seamless issue resolution and change coordination.
8. Document resolutions, update knowledge base articles, and contribute to the Known Error Database (KEDB).
9. Support evergreen service improvements, technical debt remediation, and release readiness checks.

Required Skills & Experience:

1. Proven experience in a 2nd/3rd line support role across cloud-hosted (AWS/Azure) and web-based applications.
2. Strong understanding of incident, problem, and change management within an ITIL v4 or ITIL v3 environment.
3. Hands-on troubleshooting with APIs, web platforms, monitoring tools, and support logging systems.
4. Experience working in secure, regulated environments, with awareness of data protection and information assurance standards.
5. Excellent stakeholder communication skills and a proactive attitude to problem ownership.

Certifications & Security Clearance:

• Active SC Clearance is essential.

• Certifications in one or more of the following are highly desirable:

• AWS Certified Cloud Practitioner / Solutions Architect – Associate