Second Line Support Consultant

RLDatix•Richmond, VA

1d•Hybrid

About The Position

Second Line Support Consultant – Loop | Workforce & Operations | UK-Based | Hybrid RLDatix (RLD) is on a mission to help raise the standard of care… everywhere. Trusted by over 10,000 healthcare organisations around the world, our solutions help improve health and care. Our applications ensure that patients receive the best and safest care while supporting the providers who deliver it. Joining TeamRLD means being part of a global effort of over 2,000 team members making a difference in healthcare… every day. We’re searching for a UK-based Second Line Support Analyst to join our Workforce & Operations – Mobile & Tech Squad, supporting our rapidly growing Loop product. As Loop continues to scale to millions of end users across the UK & Ireland, Denmark, Germany and beyond, this role is essential in helping us deliver exceptional technical support and a seamless customer experience. The Second Line Support Analyst will investigate and resolve complex technical issues relating to the Loop application, support our First Line team with knowledge-sharing, and play a key role in identifying product trends and improvements that help us continue delivering high‑quality and reliable service.

Requirements

2–3 years’ experience in a technical support or second line support environment.
Proven success in managing complex technical cases while maintaining excellent customer communication.
In‑depth knowledge of how to use SQL, Microsoft WMI, and Internet Information Services (IIS) to troubleshoot application and data issues.
A sincere interest in healthcare technology and improving user experience at scale
A knack for working collaboratively within a highly technical, fast-paced support environment.

Nice To Haves

Experience working with SaaS products and/or mobile applications (nice to have, not essential).

Responsibilities

Investigating complex technical issues within the Loop application to identify root causes and deliver timely resolutions.
Querying SQL databases to troubleshoot data discrepancies between Loop and the Optima rostering platform.
Using Microsoft WMI and IIS tools in order to diagnose environment-related issues impacting Loop performance.
Triaging and documenting unresolved or systemic issues for escalation to the Development team, ensuring clarity and accuracy.
Supporting and educating First Line colleagues to improve product knowledge, enhance efficiency, and optimise customer outcomes.
Identifying product trends and recurring issues to advocate for improvements at relevant internal forums and steer groups.