Technical Support Consultant

• As a Technical Support Consultant you will provide advanced technical and application support across MRI Software’s cloud and on-premise environments
• Working within a high-performing Managed Services and Operations function, the role focuses on delivering excellent customer outcomes, supporting AI-enabled workflows, and contributing to the continuous improvement of services, processes, and operational capabilities
• You will work closely with Technical Operations, Engineers, Application Consultants, NOC/GDC teams, and cross-functional stakeholders to investigate complex issues, support service delivery, maintain platform stability, and ensure a high-quality experience for local authority and central government customers
• Investigate, diagnose, and resolve technical issues across customer environments
• Administer and support Linux and Windows server infrastructure, ensuring reliability, stability, and performance
• Support database platforms, including monitoring, maintenance, backup, recovery, and performance investigations
• Support MRI applications, web services, integrations, and associated technology platforms
• Plan and deliver software upgrades, patching, and environment maintenance activities
• Monitor platform health, analyse trends, and proactively identify opportunities to improve service reliability and customer experience
• Collaborate with Product, Engineering, Cloud Operations, Infrastructure, and Network teams to investigate and resolve complex technical issues
• Support major incident investigations and contribute to root cause analysis and service improvement activities
• Create and maintain technical documentation, knowledge articles, operational procedures, and support guidance
• Identify opportunities for automation and process optimization to improve operational efficiency and service delivery
• Contribute to the adoption of AI-assisted support processes and tooling to enhance productivity, knowledge sharing, and customer outcomes
• Build strong relationships with customers and internal stakeholders, providing a high standard of technical support and communication
• Share technical knowledge and provide guidance to colleagues, contributing to continuous learning and team development
• Ensure service commitments, operational standards, and quality expectations are consistently achieved

Benefits

• Remote Work Opportunities
• Flexible Working Opportunities
• 401k with Company Matching
• Health/Dental/Vision Insurance
• Paid Parental Leave
• Tuition Reimbursement
• Volunteer Time Off
• Breastfeeding Support
• Private Medical Insurance + Life Assurance Cover
• Annual Performance Related Bonus
• Unique Perks
• Gym Reimbursement
• PTO + Company Holidays
• And More (Varies by Location)
• Experience supporting public sector, local authority, or central government customers
• Experience using AI-assisted tools such as Microsoft Copilot to improve efficiency and service delivery
• Experience with relational database management system (RDBMS) administration, monitoring, and maintenance
• Successfully manage competing priorities and work effectively in a fast-paced environment, ensuring customer commitments and key deadlines are consistently met
• Experience supporting enterprise applications within a technical support, managed services, or operations environment
• Deliver excellent customer service through high-quality written and verbal communication, building strong relationships and effectively managing stakeholders at all levels
• Experience with scripting, automation, or infrastructure tooling
• Experience supporting cloud-hosted platforms and services
• Experience administering Linux and/or Windows Server environments
• Strong troubleshooting, analytical, and problem-solving skills
• Some understanding of networking technologies, including DNS, TCP/IP, SSL, firewalls, and remote connectivity