Technical Support Expert
1 week ago
**About the Role:**
We are seeking a highly skilled SaaS Customer Support Technical Engineer to join our team. As a key member of our customer support function, you will be responsible for resolving complex technical issues related to our SaaS product.
**Responsibilities:
- Diagnose and resolve complex technical issues related to our SaaS product, including software bugs, integration issues, and system errors.
- Perform root cause analysis and collaborate with engineering teams to develop solutions.
- Communicate with customers via our support channels to help resolve issues.
- Deliver exceptional customer service by demonstrating professionalism and empathy.
- Develop a deep understanding of the product architecture, features, and functionalities.
**Requirements:**
- 3 years of experience in a technical support or similar role, preferably in a B2B SaaS or technology environment.
- Strong problem-solving skills with the ability to analyze complex technical issues.
- Proficiency in programming or scripting languages (e.g., Python, JavaScript) for debugging and automation.
- Experience with databases (e.g., SQL) and APIs.
- Familiarity with Azure and networking fundamentals.
**What We Offer:**
- A competitive salary range of £42,454 - £50,000 per annum, depending on experience.
- A comprehensive benefits package, including life assurance, pension, holiday purchase scheme, volunteering days, long service awards, contribution towards professional qualifications, contribution towards membership fees, employee assistance programme, and health cashback plan.
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