Second Line Support Consultant at RLDatix – South Richmond, England

Second Line Support Consultant – Risk | Governance, Risk & Compliance | UK-Based | Hybrid

RLDatix is on a mission to transform care delivery worldwide, ensuring every patient receives the safest, highest-quality care. Through our innovative Healthcare Operations Platform, we're connecting data to unlock trusted insights that enable improved decision-making and help deliver safer healthcare for all.

At RLDatix we’re making healthcare safer, together. Our shared passion for meaningful work drives us, while a supportive, respectful culture makes it all possible. As a team, we collaborate globally to reach our ultimate goal - helping people.

We’re searching for a UK-based Second Line Support Consultant to join our Level 2 Customer Support team, so that we can bridge the gap between front-line inquiries and engineering to ensure seamless system performance. The Second Line Support Consultant will deliver advanced technical assistance and root cause analysis for complex incidents to empower healthcare organisations with the reliable data they need to improve patient safety.

• Diagnose complex technical issues using established diagnostic methods to provide timely solutions for SaaS platform incidents.

• Coordinate with L3 Support and Sustained Engineering teams in order to facilitate the effective resolution of escalated product challenges.

• Draft detailed technical documentation and customer-facing guidance to improve the internal knowledge base and client self-service capabilities.

• Manage operational-level agreements (OLAs) and escalation triggers in order to maintain transparent communication and mitigate technical risks for our clients.

• Analyze recurring incident patterns and system defects to contribute to continuous product improvement and support readiness for new releases.

• At least 3 years of experience in a technical support or operational environment, specifically within SaaS, healthcare, or workforce management sectors.

• Proven success in resolving moderately complex technical incidents and maintaining high customer satisfaction levels within a structured ITIL framework.

• In-depth knowledge on how to navigate ticketing systems (like Zendesk), cloud environments (AWS), and system integrations.

• Ability to commute to our UK-based office hubs as part of a flexible hybrid working model.

• Sincere interest in leveraging technology and AI to transform healthcare safety and deliver better outcomes for patients globally.

• A knack for working collaboratively within cross-functional environments, leading through influence and expertise to solve complex problems.

By enabling flexibility in how we work and prioritizing employee wellness, we empower our team to do and be their best. Our benefits package includes health, dental, vision, life, disability insurance, retirement plan, paid time off, and paid holidays.

RLDatix is an equal opportunity employer and is committed to ensuring a fair and consistent recruitment process in accordance with UK law, including the Equality Act 2010. We celebrate diversity and are dedicated to creating an inclusive environment for all employees.

As part of RLDatix’s commitment to the inclusion of all qualified individuals, we ensure that persons with disabilities are provided reasonable accommodation in the job application and interview process. If reasonable accommodation is needed to participate in either step, please don’t hesitate to send a note to accessibility@rldatix.com.

All offers of employment are subject to the successful completion of background checks. Any personal data provided in your application will be processed in accordance with the Data Protection Act 2018 and the General Data Protection Regulation (GDPR). By submitting your application, you consent to the processing of your personal data for recruitment purposes.