Job Specifications
Job Title: Senior Azure SaaS Reliability & Support Engineer
Department: Service Delivery
Location : Kingston Upon Thames / Hybrid
Country: UK
Level: Individual Contributor
Reports To: Head of Customer support
Contract Type: Permanent
Contracted Hours/Days: 37.5 hours / 5 days
About Us
At Reveal, passion meets purpose. Our body-worn video solutions are more than just technology; they're a testament to our commitment to safety, innovation and change. Rooted in the UK, we've become a trusted ally for many police forces, local authorities, retailers and private organisations; helping to pioneer and drive the application of body-worn video in settings and geographies where we can see exciting potential. With an influence now spanning over 40 countries, our mission to make a positive impact continues to gain momentum.
Purpose
We operate hundreds of Single Tenant (ST) and Multi Tenant (MT) deployments for customers across Azure, each with their own servers, database, and storage.
This role exists to keep every deployment healthy, performant, and reliable — resolving customer-specific issues, ensuring fleet-wide uptime, and building automation to prevent problems before they happen.
You will be the bridge between support, engineering, and cloud operations:
Investigating and fixing complex application and infrastructure issues.
Monitoring capacity, performance, and error budgets across all deployments.
Designing automation and tooling to improve reliability and reduce manual work.
Your Responsibilities and Tasks
1. Environment Health & Incident Response
Monitor ST and MT environments for server performance, response times, error rates, and application health.
Detect and resolve database issues, stalled file processing, or misplaced storage objects.
Use Azure diagnostics and telemetry to troubleshoot and resolve complex incidents.
Provide third-line support for escalated customer cases, collaborating with development for code-level fixes.
2. Reliability Engineering (Fleet Level)
Maintain uptime, performance, and scalability across all ST and MT deployments.
Define and track service-level objectives (SLOs) and error budgets for different environment types.
Perform capacity planning for servers, databases, and storage, scaling resources before issues occur.
Identify systemic patterns causing downtime and implement fixes at scale.
3. Automation & Tooling
Build scripts and automation (PowerShell, C#, Azure Functions, Logic Apps) to detect and remediate common application or infrastructure issues.
Automate environment health checks and reporting.
Develop self-healing routines for recurring problems.
4. Monitoring & Reporting
Implement and maintain Azure Monitor / Application Insights / Log Analytics dashboards for:
Environment uptime & performance
SLA compliance & error budget tracking
Incident trends and recurring issue analysis
Provide regular reliability reports and improvement recommendations to stakeholders.
5. Continuous Improvement & Knowledge Sharing
Feed recurring issues and systemic risks into the continuous improvement programme.
Contribute to post-incident reviews with actionable follow-ups.
Maintain troubleshooting guides and technical runbooks for common issues.
Success Measures (KPIs)
Uptime: ≥ target SLO % for ST and MT environments.
Error Budget Burn Rate: Maintain within agreed thresholds.
Incident Metrics:
Reduce MTTR for P1/P2 incidents.
Reduce recurrence rate of common issues.
Automation Impact:
Number of recurring issues automated/self-healed.
Hours saved through automation vs manual intervention.
Customer Impact:
Reduced escalations from L1/L2 support.
Improved customer satisfaction for technical cases.
Your Qualifications, Technical Skills and Experience
Essential
Technical Skills
3+ years in third-line support, SRE, or cloud operations for enterprise SaaS.
Proven track record in incident resolution and root cause analysis.
Experience working with both multi-tenant and single-tenant cloud architectures.
Strong background in supporting C# / .NET Core / MVC web applications with SQL Server backends and Azure Blob Storage.
Advanced Azure diagnostics (Application Insights, Log Analytics, Kusto Query Language).
Proficient in SQL for investigation and remediation.
Scripting and automation skills in PowerShell and/or C#.
Understanding of Azure components: App Services, VMs, SQL DB, Blob Storage, scaling strategies.
Experience in capacity planning, SLOs, and error budget management
Azure Monitor, Application Insights, Log Analytics, Azure Data Explorer (KQL), Azure Functions, Logic Apps, PowerShell, C#, SQL Server Management Studio, Azure Storage Explorer, Power BI (for reporting).
Desirable
Your Personal Skills and Attributes
Exceptional problem-solving skills with strong attention to detail.
Ability to clearly document findings and communicate with technical and non-technical audiences.
Calm under pressure during high-priority incidents.
Collaborative mindset, working cl
About the Company
For over 20 years, we have designed and built world-leading body-worn video systems - always in close partnership with the frontline workers who use them.
We are the market leader in the UK, which is leading the world in adopting body-worn video. Our systems are used by the majority of UK police forces, as well as in prisons, local government, private security, healthcare, retail and, most recently, sports.
We currently supply and support cameras and software to clients in 40+ countries. Our international activities are gr...
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