Job Description
Job Title: Support Engineer (2nd/3rd Line – DevOps & Application Support)
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 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:
• Deliver 2nd and 3rd line support for live operational applications hosted primarily on AWS (and potentially Azure).
• Act as the technical point of escalation for incidents triaged by 1st line teams.
• Ensure incidents are resolved within SLA-defined timelines (P1–P4 prioritisation), maintaining continuity and minimal downtime.
• Participate in 24x7 on-call rotas as part of a wider support framework.
• Utilise tooling such as Jira Service Management, AWS CloudWatch, Prometheus/Grafana for issue detection and incident tracking.
• Work with internal DevOps teams to support CI/CD releases, patching, and environment stability.
• Collaborate with multi-vendor partners, development teams, and other third parties to ensure seamless issue resolution and change coordination.
• Document resolutions, update knowledge base articles, and contribute to the Known Error Database (KEDB).
• Support evergreen service improvements, technical debt remediation, and release readiness checks.
Required Skills & Experience:
• Proven experience in a 2nd/3rd line support role across cloud-hosted (AWS/Azure) and web-based applications.
• Strong understanding of incident, problem, and change management within an ITIL v4 or ITIL v3 environment.
• Hands-on troubleshooting with APIs, web platforms, monitoring tools, and support logging systems.
• Experience working in secure, regulated environments, with awareness of data protection and information assurance standards.
• Excellent stakeholder communication skills and a proactive attitude to problem ownership.
Benefits
Certifications & Security Clearance:
• Active SC Clearance is essential.
• Certifications in one or more of the following are highly desirable:
* o AWS Certified Cloud Practitioner / Solutions Architect – Associate
* o Microsoft Certified: Azure Administrator Associate