Technical Support Specialist

3 weeks ago

Surrey, United Kingdom Principle Full time

Job Summary

We are seeking an experienced Technical Support Specialist to join our Global Support team at Principle, a leading SaaS company. As a Technical Support Specialist, you will provide technical support to business customers who are using our platform, developing and maintaining deep expertise in the suite of products and troubleshooting and resolving high-level support cases.

Key Responsibilities

  • Provide technical support to business customers via phone, email, and chat, resolving platform technology issues and escalating complex cases to senior engineers as needed.
  • Develop and maintain deep expertise in the suite of products, staying up-to-date with new features and releases.
  • Collaborate with cross-functional teams, including product development, sales, and marketing, to ensure seamless customer experiences.
  • Create and maintain knowledge articles related to the resolution of customer-reported problems, ensuring that customers have access to accurate and timely information.
  • Execute operational tasks to provision, rebuild, configure, and restore services for customer cloud environments.

Requirements

  • 3+ years of experience in technical support, preferably in a B2B software company.
  • Familiarity with Agile software development lifecycle and experience providing technical software support.
  • Experience with commercial customer incident tracking or CRM systems, such as ServiceNow, and software defect tracking systems, such as JIRA.
  • Strong exposure to broad technical skills, including Java development, SQL, application architecture, knowledge of front-end web technologies, JavaScript or similar, and RESTful APIs.
  • Experience supporting a UNIX/Linux environment is preferred.

What We Offer

  • An annual salary of £42,000 per year.
  • A Hybrid role with 2-3 days a week onsite, with free parking available.

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