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Full Stack Platform Support Engineer

Job Req ID:  51843
Posting Date:  21 Oct 2025
Function:  Engineering
Unit:  Digital
Location: 

New Bailey, Manchester, United Kingdom

Salary:  Competitive with Benefits

Recruiter: Molly Lees

Hiring Manager: Simon Jones

Career Grade: E

Internal Closing Date: 31st October 2025

Why this job matters

The Application Support & Maintenance (professional/specialist) will be responsible for providing technical support and troubleshooting assistance to end-users for our organization's business-critical applications. This role plays a vital part in ensuring the smooth operation and optimal performance of our applications, as well as delivering exceptional customer service to our internal/ external users. 

What you’ll be doing

Act as the primary point of contact for end-users seeking technical assistance regarding our applications. 
Resolve application-related issues promptly through effective troubleshooting and problem-solving techniques. 
Escalate complex or unresolved issues to the appropriate teams while ensuring timely follow-up and resolution. 
Proactively monitor the performance and availability of applications to identify potential issues and prevent service disruptions. 
Collaborate with the development team to plan and prioritize releases, considering technical dependencies and constraints. 
Conduct regular application health checks and system maintenance tasks to ensure optimal performance and stability. 
Define and communicate the technical vision and strategy for the product, aligning it with the overall product vision and business goals. 
Log all support requests and incidents in the designated ticketing system, providing clear and detailed documentation of the reported problems.
Prioritize and manage multiple support requests simultaneously, adhering to defined SLAs and response times.
Addressing security concerns and ensuring the solution adheres to relevant security standards and compliance requirements. 
Perform thorough testing of applications to identify and address bugs, defects, and performance issues. 
Identify and hold risks against applications/ platform, review on a regular basis and remediate when/ where possible.  
Develop and maintain technical documentation, architecture diagrams, and technical specifications to guide the development team. 
Conduct training sessions for end-users on application functionalities and best practices. 
Create and maintain knowledge base articles and documentation to facilitate self-service support for common issues. 
Stay updated with the latest industry trends, technologies, and best practices to enhance technical skills and contribute to the team's growth. 

Skills

Solid understanding of application troubleshooting techniques and software debugging tools. 
Excellent communication and interpersonal skills to interact effectively with end-users and team members. 
Strong problem-solving skills and the ability to think analytically under pressure. 
Experience/ certification in CCNA, Linux, Server Management, AWS and Project management is desirable.  
ITIL certification or knowledge of ITIL processes is a plus. 
Experience with incident management tools and ticketing systems (e.g., JIRA, ServiceNow) is desirable. 
Knowledge of IT security best practices and data protection regulations is advantageous.

Our leadership standards

Looking in:
Leading inclusively and Safely
I inspire and build trust through self-awareness, honesty and integrity.
Owning outcomes
I take the right decisions that benefit the broader organisation.

Looking out:
Delivering for the customer
I execute brilliantly on clear priorities that add value to our customers and the wider business.
Commercially savvy
I demonstrate strong commercial focus, bringing an external perspective to decision-making.

Looking to the future:
Growth mindset
I experiment and identify opportunities for growth for both myself and the organisation.
Building for the future
I build diverse future-ready teams where all individuals can be at their best.

Benefits

Competitive salary
25 days annual leave (plus bank holidays)
10% on target bonus
Life Assurance
Pension scheme
Direct share scheme
Option to join the Healthcare Cash Plan or other benefits such as dental insurance, gym memberships etc.
50% off EE mobile pay monthly or SIM only plans
Exclusive colleague discounts on our latest and greatest BT broadband packages
BT TV with TNT Sports and NOW Entertainment
50% discount for friends and family on EE SIM Only plans & airtime element off a Flex Pay plan

With over 175 years of heritage, BT is now the flagship business brand of BT Group. We’ve brought together our best people and capabilities into a B2B powerhouse serving 1.2 million business customers internationally.

We’re a global leader for secure connectivity and collaboration platforms for businesses of all shapes and sizes, from big household names and government departments, right through to sole traders and new start-ups. But it’s not just the technology that matters, it’s what it can do to help them build stronger, smarter, more secure businesses.

We value diversity and inclusion and believe in making a positive impact. We connect for good by championing digital inclusion and equipping people, businesses, and communities with digital skills to thrive.

As a member of our team, you will be part of an organisation that celebrates difference, fosters innovation and provides you with opportunities to be your best. With millions of businesses relying on us daily, joining BT means you can be part of a diverse and multi-skilled team that makes a significant impact to society.

A FEW POINTS TO NOTE:

Although these roles are listed as full-time, if you’re a job share partnership, work reduced hours, or any other way of working flexibly, please still get in touch.

We will also offer reasonable adjustments for the selection process if required, so please do not hesitate to inform us.

DON'T MEET EVERY SINGLE REQUIREMENT?

Studies have shown that women and people who are disabled, LGBTQ+, neurodiverse or from ethnic minority backgrounds are less likely to apply for jobs unless they meet every single qualification and criteria. We're committed to building a diverse, inclusive, and authentic workplace where everyone can be their best, so if you're excited about this role but your past experience doesn't align perfectly with every requirement on the Job Description, please apply anyway - you may just be the right candidate for this or other roles in our wider team.

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