Wavenet is hiring a 3rd Line Support Engineer

As a Senior Support Engineer, you’ll act as the final technical escalation point for complex incidents and problems. This is a true 3rd line role — you’ll be responsible for deep technical investigation, root cause analysis and driving permanent fixes, not just quick workarounds. You’ll work across modern on‑prem, virtualised and cloud environments, supporting customers with a broad range of technologies. You’ll also play a key role in mentoring colleagues, improving service quality, and helping shape how we deliver support. This role is based at our Solihull head office. What You’ll Be Doing - Acting as the technical escalation point for 1st and 2nd line engineers - Owning and resolving complex incidents and problems through to completion - Providing expert support via tickets, telephone, email and remote access - Performing in‑depth troubleshooting across infrastructure, cloud and EUC platforms - Carrying out root cause analysis and recommending long‑term improvements - Managing and prioritising multiple issues while working within SLA commitments - Monitoring and responding to alerts generated by remote monitoring tools - Maintaining accurate documentation, knowledge articles and customer records - Identifying opportunities to reduce recurring incidents and improve service delivery - Supporting continuous improvement initiatives across tools, processes and standards Communicating clearly with customers, translating technical detail into business‑friendly language