Technical Support Specialist

Tier 2 Support Specialist

• A permanent, remote role (2 days per month in office) for a technically hands-on support professional who enjoys investigating complex issues and resolving them at their root.
• You will work across software, infrastructure, networks, databases and pharmacy automation, taking ownership of escalated incidents from initial investigation through to resolution.
• The role has a strong infrastructure and DevOps focus, combining practical troubleshooting with opportunities to improve monitoring, automate repeatable tasks and strengthen technical documentation.
• Working closely with Development, Engineering and Field Service, you will help connect the different parts of a technology environment and ensure that issues are understood and addressed effectively.
• This opportunity would suit someone who wants to move beyond routine helpdesk support and apply broad technical skills to varied, meaningful challenges.

Opportunity

This is an opportunity to join a technology business developing software and automation to support pharmacy operations. Its systems bring together applications, infrastructure and connected equipment, helping pharmacy teams manage dispensing workflows and reduce administrative effort. The environment is varied: resolving a complex issue may involve investigating a database, a Linux system, a network connection or the behaviour of automated equipment.

As the Tier 2 Support Specialist, you will take ownership of problems that need deeper technical investigation than standard first-line support can provide. Your work will help restore service, identify underlying causes and reduce the likelihood of the same issues recurring. You will also contribute to better monitoring, documentation and automation, making support more effective over time. With regular collaboration across technical and field-based teams, you will have the opportunity to build a broad understanding of the systems and integrations that enable pharmacy operations.

Key Responsibilities

• Own Tier 2 escalations, coordinating investigation through to resolution and recording root causes and follow-up actions.
• Troubleshoot Linux and Ubuntu systems, applications, virtual machines, databases, networks and pharmacy automation equipment.
• Use application and system logs, SQL queries and network diagnostics to establish what has gone wrong and where.
• Support PostgreSQL through queries, database health checks, backup investigation and fault diagnosis.
• Diagnose connectivity and configuration issues involving OpenVPN, routing, firewalls, DNS, VLANs and TCP/IP.
• Investigate virtualised environments, including Proxmox/KVM and VMware, and assist with related operational issues.
• Trace REST API, JSON and integration problems to understand failures in application behaviour or data flow.
• Use Bash, Python and Git to create diagnostic tools and automate repetitive support tasks.
• Assist with deployments, configuration changes, environment checks and release activities.
• Work with Development, Engineering and Field Service to resolve complex issues across software and equipment.
• Improve monitoring, alerting and technical documentation to support clearer, more consistent diagnosis.

About You

• You have experience in a second-line technical support, systems administration, infrastructure or similarly hands-on role.
• You are confident investigating Linux or Ubuntu environments and can use logs and command-line tools to follow evidence rather than rely on guesswork.
• You can work with SQL and have experience supporting or troubleshooting relational databases; familiarity with PostgreSQL would be useful.
• You have practical knowledge of networking concepts such as TCP/IP, DNS, routing, firewalls or VPNs.
• You can break down unfamiliar technical problems, test possible causes methodically and explain the conclusion clearly.
• Scripting experience with Bash or Python, and familiarity with Git, would help you develop repeatable diagnostics and reduce manual work.
• You communicate effectively with technical colleagues and can collaborate across support, development, engineering and field service.
• You are organised and persistent, take ownership of issues and understand the importance of reliable service in an operational environment.

What's on Offer

• A salary of £45,000–£55,000.
• Remote working.
• A varied technical remit across software, infrastructure, networking, databases and connected automation.
• The opportunity to contribute to root-cause analysis, monitoring improvements and support automation.