Customer Support Engineer (Edinburgh or Glasgow – Currently Remote)

Alison Alexander, on June 16, 2021

We are based in Central Scotland but will consider candidates from across the UK.

If you are looking for a Customer Support Engineering role with more autonomy, training, and career development opportunities, then this could be the ideal role for you!

As a key member of the Service Delivery team, you will be ensuring that our cloud-based platform is operating effectively. You will be working closely with customers internally and externally to provide guidance, answer questions and resolve any issues.

Working with Aridhia is about more than just a job; it is a chance to make a real difference to the world. Our customers are conducting important research into diseases including Alzheimer's disease, cancer, and covid-19 and you will be supporting them.

What's in it for you?

Aridhia is an entrepreneurial and ground-breaking company. We follow an agile working method with daily team stand-ups, progress boards, sprints, and show and tell sessions, to keep people informed and involved as projects evolve, and to share knowledge across teams.

In addition to competitive remuneration packages with opportunities to share in our commercial success, we offer the following benefits:

  • 35 days annual holiday entitlement, inclusive of three public holidays
  • Private healthcare for employees and their families
  • Death in Service scheme
  • Generous Company Pension scheme
  • Cycle to Work scheme
  • Enhanced maternity, paternity and sick pay benefits
  • Individually tailored induction and personal development plans
  • Personal Training Budget up to £500

What you’ll be doing

  • Providing excellent service to Aridhia’s clients and partners located around the world
  • Clarifying, troubleshooting, and finding the best solutions to problems
  • Maintaining and configuring physical and virtualised infrastructure
  • Support for new colleagues and customers regarding use of IT services
  • Creating service reports for incidents, problems, and changes
  • Auditing and reporting of our work are part of our culture so working to support that is essential
  • Adhering to Information Security policies.

Working Hours

    Rotational shift pattern: 08:00-16:00, 09:00 – 17:00 and 12:00-20:00

What you’ll bring


  • You will have an eagerness to tackle problems and do whatever is needed to get them fixed whilst remaining commercially aware
  • You will already have technical service desk experience, so you’ll be comfortable with prioritising your workload, managing customers & tickets, and staying within service level agreements
  • You will have experience working directly with customers and be able to deal with issues quickly and communicate clearly via their preferred channel
  • You will be able to clarify problems and work logically to solve them, liaising with colleagues and/or third parties as/when required
  • You will have the flexibility and willingness to be involved in a broad variety of technologies, responsibilities, and tasks
  • You will want to train, upskill, and expand your technical skills
  • Experience of working at operating system level, be it Windows and/or Linux
  • Technical experience of working with infrastructure, either cloud or on premise
  • Experience of working within ITIL guidelines.

Desirable Qualifications/Skills

  • ITIL Foundation qualification
  • Previous experience of supporting SaaS, PaaS and/or Cloud environments (particularly Microsoft Azure)
  • Knowledge of Office 365, SharePoint, and the Microsoft suite
  • Broad technical knowledge including experience of Linux, networking, and virtualization concepts
  • Experience of programming, databases, or version control software
  • Awareness and understanding of the research or healthcare domain.

Please note all successful candidates will be required to achieve a Basic Disclosure Scotland Certificate.

About Aridhia

Aridhia enables clinical and life sciences users to use Cloud services to collaborate, investigate and develop innovative therapies, diagnostics, and care pathways for a range of medical conditions. We do this through Software and Platform as a Service, giving self-service access to secure workspaces for data management, de-identification, statistics and machine learning, cloud computing and interactive visualisation. In this way, a growing number of research hospitals, universities and pharmaceutical companies can ensure confidentiality, compliance, and ethical use of patient data.

Our Aridhia Digital Research Environment (DRE) is built on leading technologies and this role offers the exciting opportunity to join an inclusive, talented and dedicated top-flight technical team and to develop and enhance your experience and skills whilst contributing to the delivery of our roadmap and key strategic projects.

We follow an agile working method with daily team stand-ups, progress boards, and sprints to keep people informed and involved as projects evolve, and to share knowledge across teams. Aridhia is entrepreneurial and ground-breaking. We are creating a market and growing a business; it’s probably unlike anything you’ve done before!

To apply please send your CV and cover letter stating your current and expected salary to marked for the attention of Alison Alexander, HR Manager, or use the form below.




    Alison Alexander

    Alison joined Aridhia in 2019 as Office Manager before progressing to HR Manager in 2020. With a background in recruitment she brings experience in resourcing, talent attraction and selection. She now manages Aridhia's HR and is responsible for coordinating Aridhia’s internal recruitment. She is currently working towards her CIPD Associate accreditation and is passionate about ensuring both Aridhia and candidates have a positive recruitment experience. To get in touch with Alison, please contact her on