Technical Support Specialist

Help make the web better for everyone We’re a fast‑growing, profitable, self‑funded SaaS platform with 4.8★ customer love and a 4.9★ team score. Right now, we build software that helps organisations create accessible, fast, high-quality websites. Our customers include Fortune 500 Global companies, universities, local and state government agencies, and so much more. We’re hiring a hands‑on Technical Support Specialist who is the first technical point of contact for customers and a central partner for internal teams. You’ll combine frontline support with internal enablement: building triage tools, playbooks, and short trainings that help colleagues diagnose and resolve common issues independently, while ensuring complex cases are cleanly escalated to our developers. Where you will work You will spend 3 days per week in our Birmingham office on Colmore Row, with the remaining days for focused work. We value time together for coaching, collaboration, and learning from one another. We also operate globally with teams in the US, Denmark, Germany, and Australia. What you will do Frontline support Own cases from first contact to resolution across Intercom, email, and video, setting expectations and meeting SLAs. Validate development fixes and confirm outcomes with customers. Troubleshooting and escalation Reproduce issues across browsers, devices, and environments, then provide solutions or safe workarounds. Document steps to reproduce, impact, and escalate to Product and Development when needed. Validate fixes and confirm outcomes with customers and stakeholders. Enablement and best practice Guide customers and colleagues with practical tips and short walkthroughs. Build and maintain internal playbooks and quick‑reference triage checklists that reduce unnecessary escalations. Keep our knowledge base relevant and accurate with articles, FAQs, and short videos. Quality and process Manage and prioritise support requests to reduce development workload through effective frontline handling. Analyse recurring issues to enhance documentation and drive process improvements. Collaboration Partner closely with Product and Development to improve bug intake quality, prioritisation, and feedback loops. Work with Customer Success and Sales to equip teams with self‑serve tools and training. About you You are a resident of Birmingham, UK (or willing to relocate) and fluent in English. You have 2-4 years of technical support, help desk, or customer‑facing SaaS experience. You have excellent written communication and ability to write user‑friendly technical documentation. You are comfortable explaining technical concepts to non‑technical audiences. You have experience with ticketing systems and basic analytics for monitoring trends. You are empathetic, organised, and able to manage multiple priorities. Compensation Base salary: £31,000 to £38,000 What’s in it for you Be part of a fast‑growing company that’s doubling in size each year and making the web better for everyone. Freedom to innovate and make a real impact on how customers experience Silktide. Join a creative, ambitious team with 4.8★ Glassdoor ratings and a proven track record of supporting growth. Meaningful work that helps organisations deliver accessible, compliant, and high‑quality websites. Opportunity to grow your career alongside a self‑funded, profitable SaaS company with global reach. Perks A shiny new MacBook 20 days paid vacation plus public holidays, increasing with tenure Private Insurance, Health, Dental and Vision, plus Wellness Allowance Company Sponsored Pension and Enhanced Paternity or Maternity Casual Dress Code, Flexible Schedule, Weekly Paid Lunches, and Monthly Company Outings #J-18808-Ljbffr