Job Description

Cloud SaaS Platform Support

Location: Remote (UK)

Permanent

RS Group is looking for a talented and driven Cloud SaaS Platform Support Specialist to join our expanding global technology team on a permanent basis. In this pivotal mid-level role, you'll play a key part in supporting and optimising our SaaS platforms while helping to drive operational excellence and technical maturity across the organisation.

This is your opportunity to make a real impact--setting standards, improving processes, and collaborating with cross-functional teams to elevate service quality. You'll provide both operational and technical subject matter expertise to internal teams, support strategic platforms, and help maintain a culture of continuous improvement.

What You'll Be Doing

Manage configuration, availability, and performance of Atlassian Cloud and other SaaS platforms Support and maintain a suite of third-party SaaS platforms, including Datadog, JFrog, MuleSoft AnyConnect, SAP Rise, and Miro Own and monitor SaaS product support SLAs, ensuring high-quality service delivery Partner with Digital Product Owners, Engineering, InfoSec, and Business stakeholders to support platform strategy and operations Evaluate and implement change requests, ensuring best practices, appropriate test coverage, and rollback plans Participate in weekly Technical Change Boards to review, assess, and advise on proposed changes across tech stacks Manage incoming support requests and incidents, aligning resolution with agreed SLAs Lead or support incident resolution efforts across diverse technologies and teams Maintain comprehensive documentation for support processes and transitioned services Contribute to risk management, platform improvements, and proactive service enhancement Act as a lead technical expert to troubleshoot and resolve complex issues Implement corrective action plans to address service-impacting problems Review vulnerability reports and collaborate with security teams on required updates Foster strong relationships with third-party vendors and internal support teams Manage vendor performance in line with contractual support agreements Communicate technical topics effectively with both technical and non-technical stakeholders Review and contribute to root cause analyses for critical incidents Actively share best practices across the RS Global Technology and Cloud community

About You

You're a hands-on technologist with a strong background in supporting SaaS platforms in enterprise environments. You're customer-focused, adaptable, and thrive in fast-paced settings where collaboration and accountability are key. You bring a blend of technical skill, process-oriented thinking, and the communication ability to bridge gaps between teams and stakeholders.

You're also someone who enjoys solving complex problems, takes ownership of outcomes, and continuously seeks to improve service delivery through innovation and teamwork.

What We're Looking For

Solid experience in enterprise applications environments, ideally in internal/SME-facing support roles Proficiency with Jira (Server, Data Center, and Cloud) at the organisation admin level, including workflow design Strong API knowledge and scripting experience, including JQL, macros, ScriptRunner, PowerScripts, and Automation for Jira Familiarity with migration tools such as CMJ or Project Configurator Integration experience with tools such as Bitbucket, ServiceNow, Bamboo, and Jenkins Ability to lead technical planning and solutioning for complex platform migrations and hybrid environments Proven capability in customer discovery, understanding requirements, and identifying potential roadblocks Strong communication and stakeholder management skills across technical and business audiences Experience working in diverse cross-functional teams, including Product, Support, Architecture, and Customer Success A fast learner with a solid grasp of cloud technologies and deployment models Familiarity with various software delivery methodologies (e.g. Agile, Waterfall, Lean) Excellent problem-solving, analytical, and interpersonal skills Experience managing or collaborating with external vendors and service providers

The extras you'll get:

At RS, as well as the usual employee benefits you'd expect from a FTSE listed company, including annual performance bonus, enhanced maternity and paternity leave, private healthcare, in the UK&I, we've just introduced a number of new Family Friendly Policies including:
Help for people to take control of ongoing Health conditions such as diabetes or asthma with 500 a year available for monitoring & consultation Support for Neurodiverse colleagues and families with neurodiverse members with needs assessment, diagnosis and post diagnostic support for autism spectrum, ADHD and Tourette's syndrome Support for Women at different life stages from streamlined fertility support through to diagnosis and monitoring of both endometriosis and menopause Helping our LGBTQ+ community through enhanced coverage for trans colleagues, including voice coaching, facial surgery and gender confirmation surgery Additions to Fertility coverage including IVF for lesbian couples and information/support around surrogacy and adoption for all.

We are RS

At RS we've been solving engineering problems for over 80 years: big ones, small ones, easy and difficult ones. We turn the 'what ifs' into the 'why nots', the impossible into the possible.
Our purpose? Making amazing happen for a better world.

We offer service and product solutions. We send out a parcel every 2 seconds, to over 130 countries. We provide over 700,000 in-stock and over 3 million unstocked products to more than 1.2 million customers.
We want people like you, as you are curious about things, you like doing things differently and also in a human way with empathy. Because that's exactly how we partner with people - our customers, suppliers, colleagues and communities - to solve problems.
We'll also invest in your development and wellbeing - because building a more diverse and inclusive culture, being ethical, responsible and committed to our Environment, Social and Governance (ESG) action plan is at the heart of everything we do.
Come and join us and we'll help you to think big, do more and unleash your brilliance, so you do amazing things too.

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